Integrated Services Outsourcing Call Center Technology Research And Construction

Call Center is a kind of Operation place which based on modern communication and computer technologies, such as CTI (computer telephony integration) ,IVR (interactive voice response system), ACD (Automatic Call Distribution System). It can automatically handle variety of incoming calls, outbound business and service operations. Call center is also called telephone marketing center in the current business applications .A typical customer service call center can both execute inbound and outbound, including dealing with customer information, advice, complaints, and other services, customers can pay a return visit, satisfaction surveys, and other outbound business. Modern call center, the application of computer telephony integration (CTI) technology enables call center services greatly enhanced. Access Call Center is the way users can telephone dial-up access, fax access, computer and a modem (MODEM) dial-up connection and Internet site (IP address) visits etc.The traditional call center business dealing with similar kinds of transactions and users are homogeneous, major purpose of enterprise users are to provide the warranty, customer care, and other services. Government users use it for complaints, suggestions, information, and other services. Call center is divided into centralized Call Center and distributed call centers, most of centralized call center uses PBX switches, most of distributed call centers uses IP PBX switchboard.The article aims to deal with integrated services outsourcing call center technology solutions, such third-party call center needs both IVR and the artificial services, and type of business is dynamic. It's difficult to configure the hardware and software, but also because of their special nature, not only need centralized system but also distributed system as the business need for the development. The description of the call center in the article is based on real project to explore the integrated call center technology Solution. This paper is based on a construction project of a call center in progress. In this paper, we analyze the characteristics of this type of call center and also develop the design principles. In the aspect of hardware, we study on the key technologies of system development, propose the structure of the hardware systems and give the choice of hardware components. For the software, we focus on the core management module, research the software system, give the design scheme and realize our scheme by Java language. Our system realizes the automatic data analysis and improves the system management functions.We also introduce the service provided by the proposed system. The working status and economic profit of our call center is also presented. The call center has put into use for more than half a year, it runs very stably. It mainly used to be mayor's hotline, part of seats were leased to some enterprises, and earned significant interest for them. It has been highly praised by government and enterprise users.