Research And Construction Of IP Call Center

With the rapid development of network technology, the manner of people's communication and sharing information has changed revolutionary. Call Center has also experienced a new development. In the fierce competition, simple telephone support is far from meeting requirements, now customers want to choose from the Web collaboration,text chat or video exchanges in a free way. IP call center has breakthrough the original call center's concept, integrated the enterprise voice,video,data and business process to the same system, which can support multiple channels. Since most features have developed with open standards, therefore, there can be not only seamlessly added to the open structure and IP-based contact center, but also use the integrated management so that customers access to the same experience in all interactive channels, satisfying their needs. This is very important to the working methods of the information society.This paper is on how to build an IP-based call center system, combining IP networks and telephone networks, to realize the integration of voice services platform. The paper has analysised on the IP communications technology and standard agreement on the basis of adopting Cisco unified communications' IPCC program, the new Cisco IP telephony and contact center solutions, has provided a complete and proven IP Call Center solutions. The program has combined the advantages of unified communications, changed means of communications of traditional call center, and further coordinated with customers, provided the best service experience.