A Design Of Call Center Based On Centrilization And Implementation Of IVR

The commercial competition is day by day intense along with the globalscope in, Call center have become to be surprise tactics in the competition of magic weapon. In domestic, the call center in profession and so on correspondence, bank, insuranceobtains the widespread application, this kind of profession generallyin national various provinces and the local existence branch, this hasa information resource sharing, the centralized service question. Highintelligent, multichannel, in centralized into at present this kind oflarge-scale profession call center construction new direction.This central take some company guest the centralized construction as a foundation, elaborated a large-scale cross cityenterprise's centralized call center shaping and the design process,realizes the equipment centralism, the business management centralism, the data management centralism, the maintenance management centralismthrough this project implementation, simultaneously the far-endattends a banquet the realization localization customer service. Studied and has analyzed the call center system capacity eachdisposition definite method in the engineering design process. Restson the actual telephone traffic situation to have attends a banquetthe quantity, relays the port, the server handling ability, thedatabase handling dbh ability, the network band width and so oncarries on surveys, produces the suggestion to each disposition andthe server shaping, and based on actual surveys carries on the systemplan and the construction.This article discussed is in the INtess call center platform realizessome function module -- automatic pronunciation reply system method,the disposition as well as the basic maintenance in China. Embarksfrom the platform support automatic pronunciation reply system thisstature function characteristic designs appropriately to user'sautomatic service, this service may let the user handle the service,the inquiry speech spends as well as may seek help from the manualservice, has the customer representative to provide the specializedservice for the user. More have narrations completed the overallsystem how in the entire design through the disposition building, butthis also is we based on the programming thought, to later period newservice development more times only needs to change the dispositiondocument then to become effective.This article has produced a large-scale cross city call center designexample as well as main service module IVR (Interactive VoiceResponse) the realization process, has provided the reference for thesimilar profession call center construction.