Design And Implementation Of A Call Center System

With the rapid development of the digitization of the Communication Network, the process of the fusion of communication and computer technology speeds up obviously.A variety of solutions based on integration of communication network and computer network emergenced. These integration solutions not only reflected in the technical aspects, but also widespread in business. Call Center is a typical example. As an important communicating media between corporation and their customers, Call Center can be used to effectively serve for customers, enrich marketing channel, improve reputation, enhance the forces of competition.Call Center (CC), sometimes also called customer care center (CCC). As a new and modern service method that can make full use of current communication means and computer technique, it is a current CTI(Computer Telephony Integration) hot point. Through centralized, fast, intelligent, and standardized management of Generalized Call including telephone, fax, e-mail, SMS and so on, Call Center can achieve efficient and high quality service to the corporation. The success application of Call Center can greatly improve the working efficiency and service quality of corporations and can provide individuation service for the customers. It can increase the benefit and boost up the competence of company. Call center has become a essential tool for modern enterprises to enhance their corporate image and brand value.Based on the research and exploration of the call center system of Huangshi Broadcasting and Television Bureau, I summed up common call center structure and its software system design and implementation in this thesis. In actual run, the system operated well, the results consistent with the expected.