Shaoxing City Cable Call Center System Design And Realization

Computer Telecommunication Integration is the result of computer technology and telecommunication technology infiltrating each other. By using the latest computer technology, network technology and communication technology, CTI becomes a very active application in the field of computer and telecommunication. The Call Center (CC) is a replying center that deals with the phone call from clients. With the rapid development of telecommunication technology and computer technology, the solution based on CTI has become the primary solution of CC. At present, the quality of customer service becomes the competition focus of the enterprise. Thus, as a bridge linking up customers and the enterprise, the Call Center has paid more and more attention by various fields.In this thesis, based on the construction of customer service center of the Broadcasting and Television Corporation of ShaoXing city, the design scheme, equipment, resource planning, network configuration and software application in this customer service project of the corporation are depicted in detail, as a result of the detailed analysis of the customer service demand of the Broadcasting and Television as well as combining the present situation, development plan and the whole demand according to the Broadcasting and Television corporation of ShaoXing city. By using CTI, the Private Branch exchange (PBX) technique was combined with computer technique. The system adopts the design ideology of separating the operation and exchange, and uses three-tier model, which means operation exchange tier, operation supporting tier and operation realizing tier. Based on these, the functions of data and exchange are realized synchronously. And at the same time, the independence of data and exchange are ensured. The performance of this system is improved and the requirement of the client is simplified by adopting C/S+B/S structure in application model.The thesis emphasizes on the development of the call center system which meets the requirements of the enterprise and improves the satisfaction of the customer service. This is done by using the author's experiences of the call center in many years and the relative theory on customer support. As an important communicating media between the corporation and its customers, Call Center can be used to serve for customers effectively, enrich marketing channel, improve reputation, and enhance the competition force of the enterprise. Thus the works of this thesis are significant to other relative projects in the future.