| CTI refers to a integrate technology of phone, computer and network, and it realizes the merging of voice, data and video. CTI is used more and more in call center area and aside from the fields such as post, bank, airline and telecom which have already widely used the CTI technology, TV shopping has also applied this technology to lift the efficiency of enterprises with depth digging of call center and raising of dealing efficiency of incoming calls.As one typical kind of "No store" sale model, TV shopping has more to do with phone calls, for most of its operation income come from the hotline and thus the successful rate of incoming calls greatly affect enterprises' whole income. With the surge of ad cost and heated competition, TV shopping calls for immediate application of CTI technology to increase profit for the enterprises and make the best of customer resource.This essay focuses on how to build a TV shopping center and apply the CTI technology rationally to the TV shopping area. The call center structure consists of hardware system structure and software platform structure. The hardware system falls into the following primary pieces: PBX and CTI server; the software platform consists of middleware platform, operation platform. The key introduction lies in the middleware technology, the design of bussiness platform as well as the realization and design of recording system. |
