Multimedia Call Center Design And Implementation

As the maturation of the technology qualification, the mode of visiting the call center has been great changes, not only through the phone, but also through the Internet etc. Firstly, after syncretizing the IVR technology and CTI technology into the call centre, the customer not only can get the self-help inquiry service by the automatic sound response system, but also can transfer to the man-seated service, meanwhile; the CSR can know the customer information more quickly. Secondly, the ICC INTERNET Call Center, which based on the internet, doesn't simply supply the Call center with the Internet information, but integrates the Call center and Internet. As the joint of the Call center multimedia, on the basis of the joint of the original traditional call center telephone, the application design scheme of the E-MAIL service, WEB800 service and ONLINE service is put forward. Through the VOIP business test based on the soft change-technology and the coming construction, laid the nicer foundation for the joint of the future multimedia.Because of the cheap price of IP phone, IP fax, E-MAIL, makes the call center to set up the worldwide service center for the big Multinational Company to become possible, which makes the user call all the day without the No.800 and eases the corporation burden of the NO. 800 phone charge. Now several big companies try to set up the worldwide call center, so that the corporation can reduce the cost to the lowest, and the country can also get more employment chance. The introduction of the Internet brings revolutionary change to the call centre, and endows the call center with abundant information resource and strong function, which possessed by the internet.The article is according to the actual business need of the TENCENT customer service center, after referring to plenty of the relative book and data of the related customer service, call center, CRM principle, VOIP agreement and equipment, communication industry standard and so on., study the call center manage, Sip soft phone realization method, user recognition, VOIP gateway & HUAWEI equipment opposite-joint and online service joint principle, and based on the understand of the signaling, bring forward WEB800,E-mail,the construction demand of the online service joint into the call centre and realization principle, gain great achievement in the disposal of the anti-trash E-mail, the research of the VOIP technology, the run problem of the online service. The biggest achievement is settling the problem of not recognizing the identity of the user, which the joint of the traditional PSTN cannot realize.