Smart Call Center Study

Firstly, this paper introduces the background of appearance and development in Call Center technology, presents the basic concept and theory of Call Center, summarizes the main research results of Call Center, and emphasis the CTI technology and system function of the new generate intelligent call center.Secondly, the author explains the design method and basic structure of the call center system. The switch layer with support layer and business realize layer structure can solve the conflict of stability and expandability of the call center system. By protocol and API incapacity as interface method, this improved scalability of the system greatly.About the multimedia function of call center system, the author explain the realization of Text Chat, Escort, Call Back, Click to Dial function and Email call-out. After analyzed those research works, the author work out the improvement of the call center system server: level method and intelligent call-out. Server level method main consist of attempter policy and route policy. At the call-out part, proved by the practice data, the intelligent call-out method can great improve the efficiency of call out.At the end of this paper, the author put forward some opinion about the future works.