Call Center Technical Analysis And Design

Sometimes Call Center(CC) is 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. The fusion of computer and telecommunication technique brings huge income to telecommunication industry. The convenient service and every kind of application that the CC provides attract people's widespread concern and make dealer aware of the CC potential market.The traditional definition of CC means a place in which some persons concentrate to handle call business. Along with the distributed technique introduction, Voice response unit appearance and quick development of Internet, the definition of CC has the new content. Now CC is an important branch of CTI industry. It is a work group that is composed of some persons and some automatic speech equipments. They communicate by the network. And they share the network resources to provide customers with interactive service.At first, this paper introduces the CTI technique and general situation, definition, constitution and present condition of CC. Second this paper discusses the current CTI technique and CC technique. Then it introduces a concrete application —— Henan communication company Zhengzhou Branch's customer service center. By the analysis of technique problems currently exiting in the customer service center of Zhengzhou Communications Branch Company and according to the CTI technique level, this paper brings up a project. Based on the current "97 engineering system", the project make full use of every business system currently being exit, the project gradually realizes data share and complete increment business. It can also accomplish other functions, such as customer advising, business consulting, business accepting, data analyzing management and so on. Using CTI technique and Internet as carrier, the project realizes the goal that the whole system has "uniform connecting number, uniform customer interface, uniform service functions, uniform handling standard".