Design And Implement Of Small Call Center Service Platform

CTI (Computer Telecommunication Integration)technology is a combination of computer and telecommunication, which has been widely used in different areas for different industries and play a important part in modern information society. As a typical application of CTI technology, Call Center is a integrated information system which combines many technologies such as CTI, Program-Controlled Switch,Computer Network and Queuing Theory. As an information platform of modern service, call center take full use of communication and information technology. By it rapidly growing, call center have become an important part of Corporation Customer Relationship Management System and Decision-Making System.In this paper we apply these technologies in design and implementation of a small call center service platform. In design part, we choose voice card based hardware solution for small scale call center. In software design part, we discuss three layers structure based design style of the system module and illuminate this structure's advantage. As a typical application of Queuing Theory, in this paper we create and verify the mathematical model of the system and determine the main parameters. In implementation part, we introduce the core technologies we used in system module and how we apply these technologies in implementation.In this paper we apply the Queuing Theory in design process of call center and promote the theory into reality. In actual work environment, the three layers structure is flexibility and scalability. The platform has been proven to be robust and stable with an appropriate cost.