NGN Call Center Outsourcing Of Planning And Construction

Traditional call center technology is the use of computer telephony integration (Computer Telephone Integration, or CTI technology) customer service system, Service users are mainly telephone users。With the development of communication technology, have appeared in Internet-based call center,wireless Internet, multimedia call center. With the ever-changing market demand, there has been outsourced call center. Is a multimedia call center outsourcing call center, that is, at the same time provide a full range of outsourcing multiple business platform from the call center outsourcing, outsourcing to the agent, site outsourcing and so on.With the next generation network (NGN) development, the objective requirements of the call center (CC) to provide users with a more diversified and personalized service, must be able to use a variety of media with technology, intelligent processing of service requests from various media. Multimedia includes a fixed telephone, mobile phone, fax, paging, short message, Web (Internet), Email, video, PDA and other media.The main work of this paper is to discuss the NGN technology-based outsourcing call center in the building, determine the system structure, function and technical requirements. First, from the existing call center development and business development situation of departure to explain the need for outsourced call center building. Second is to introduce NGN technology and the status of NGN, Jinan. Finally, according to business needs and the actual network, design principles proposed to discuss the feasibility of NGN technology-based outsourcing call center in the building program. To enable all levels of government for the province, the province of enterprises to provide outsourced call center operations, but also can not currently support the platform for the city offices to provide local call center outsourcing business.