Based On The Small Call Center Cti Technology

In the management of modern enterprises, it has become a key thing to win the victory that how to enhance the satisfaction of the customers and acquire the confidence of the customers. Call center is best choice for the enterprise to achieve it. Now, there are more and more enterprises have had their own call center and used it in the information consultation and after service. Call center is applied in some government office to improve work efficiency of department and serve best for people.The project studied in this paper is called Court Call Center, which is developed independently by Xi'an Zhongren IT company. The aim of this project is to develop a board call center system. In the thesis the solution of call center based on the computer and board card has been chosen to CTI application at the court trading,a call center with strong practicability has been designed.The whole software of call center system is programmed in Microsoft Visual C++ on the Windows 2000 platform.Firstly,the paper reviews the definition,history,and meaning of call center system, clarifies the background of research, meaning and primary task. Secondly, it describes the relational technique and design plan. Finally,it implements a small call center system in PC platform, applies it to the court call center system.The system has the following functions, interactive voice response, automatic call distribution, agent response, call recording, fax receiving and sending, the management of recording files and fax files,business statistics. The method of the software has been adopted to be in fact raised ACD operation ability of the voice board card solution in the design, repaired the shortcoming of this project in ACD. The utility and efficiency of the system is approved by application in the court call center system.