A Solution Of Call Center For Small And Medium Enterprises

The call center involves many technologies such as exchanger technology, computer technology, CTI technology and database. With the development and the deeply combining of these technologies, call center becomes more and more popular to the enterprises. It has become a very important part of enterprise information. Today, it plays more and more important roles in Customer Service and business expansion.Nowadays, there are many solutions of call center based on SME (small and medium enterprises), but the common defects are low level of technology integration and function shortage. Thus, the paper positions in SME, to research and constructs a solution of call center which has reasonable technology, and applies to SME.This paper describes a solution of call center for SME. The main work contents as follows:(1) It designs the overall framework and uniform CTI middleware. Layered architecture is adopted in research which makes application layer separate from hardware layer through the design of uniform CTI middleware. This design not only reduces the function reliance on hardware, but also decreases the technical difficulty of the follow-up system integration.(2) It designs an automatic call distribution (ACD) strategy for SME. An ACD Algorithm based on skill type and skill value is provided in this paper. The users'degree of satisfaction and call center's quality of service is improved by the Algorithm.(3) It designs a graphical configuration method to Adjusted the workflow of IVR for small and medium call center. With graphical configuration method, IVR voice business processes can be flexibly configured by enterprise, so that the costs of secondary development and follow-up maintenance can be reduced. (4)An application example based on the above solutions is given in the paper. At present, the instance has been a successful enterprise application.