Call Center Design And Implementation Of The Technology Research And Application Examples

Customer Service Centers, as the most important means of communication between enterprises and customers, have become profit centers for many businesses. More and more businesses have attached importance to and accepted them. With the development of communication, computer technologies in addition to Internet, the technologies in have changed the essence of Call Centers, which are shown as follows: merging Internet, WAP, ASR, ITS, Multimedia, CRM and Call Centers. This thesis details the development and prospect, and describes architectures of typical Call Centers which consist of subsystems of ACD, IVR, CII, Agent, recording equipments, call management and backend services. Article studies applications of new technologies in Call Centers by comparing with them. We have designed and implemented a Call Center, the Xian Yang Power Company Call Center. The system is a small Call Center adoption components of boards and cards, which are composed of five subsystems of IVR, automatically notifying customers of payment, agents, Web services and system management.