Research And Implementation Of Small And Medium-sized Call Center System Based On Softswitch

With the rapid development of the economy, the increasing competition among enterprises makes the quality of services as an important condition to be the winners in competition. Call Center, as a bridge between businesses and consumers, had taken a crucial role in improving the quality of service. With the rapid development of the network, the centralized call center formed by ordinary card-style can not meet the requirements on the market for its simplification on business. It is necessary to build a new variety of call center diversification of business to improve the quality of service enterprises. The soft-switching technology is the key of the next-generation network. Its mature provides the technical basis for the establishment of the next generation call center.The call center based on soft-switching technology can achieve business diversification without any additional special equipment. This kind of call center can not only save investment, but also can fetch in voice, video, SMS, e-mail and the other ways to facilitate the consumers enjoy the services through a variety of ways; the part in soft switch based intelligent packet routing technology enables distributed call center. That means the seat personnel can seat in any place to access platform for consumer services through the employee number and password by network.This article discussed the basic concept of soft-switching and the state of the call center. And analyze the market of the call center, including the number of the seat personnel at home, the investment on the market and the industry distribution. The high cost of the exploitation and maintain of call center makes the low popularizing rate among the enterprises and makes the dissatisfaction of the service quality from enterprises. That weakened the competitiveness of enterprises.This paper discussed on soft-switching and interrelated protocols, including soft-switching, UML, SCXML, H.323 protocols and so on, to desire a soft-switch based call center platform for small and medium enterprises. This paper is mainly to solve the design and development of the SCXML interpreter. The exploitation of SCXML enables the rapid deployment and implementation of the call center, so that it is convenient for call centre to facilitate process control to make the data, logical representation and flow control separate from each other.The paper is mainly to solve the implementation of XML-based TTS spelling. It will be easy to add and maintain the thesaurus, and it can shorten the time to check the words and be able to read follow the people's reading habits. Comparing with the ready-made TTS system, this kind of TTS systems for call centers are cheaper and will take up less server resources. It will be more effective on the reading results for the call centers of fewer seats.The paper is mainly to solve the access of telephony gateway. This newly designed call center platform use the Dongjin D081A4P Interface Card which can switch-in analog phone and equipment supported by H.323 protocol to access the call center platform anywhere if one can get phone or any equipment supported by H.323 protocol.The newly designed call center platform has fewer seats than the large-scale call centers designed by the other bigger companies. But it is easy to deploy dynamically, easy to maintain, and its price is relatively low. It can realize distributed agents and web calls to reduce the company's right call center investment and routine maintenance. It is suitable for a firm of about 50 seats to bring about enhancement of service capacity In the case of low-input.