IP-Based Distributed Call Center Technology Application In The Automotive Industry

With the popularization of the Internet and the continuous increases ofbandwidth, the call center technology has transferred from the traditionalswitch-based, board technology to IP-based call center technology, and IP distributedcall centers are growing rapidly. Call center has realized that distributed region or asystematic IP connection will only be the basic conditions of an IP distributed callcenter. the real IP distributed call center technology will achieve a breakthrough in thefollowing aspects: using IP-based communication model, architecture media\voicegateways and IP phones to achieve the distributed speech communication; usingadvanced voice quality optimizing techniques to ensure call quality; buildingintegrated information service platform mixed with telephony, computer networks,databases, video and other technology; achieving the synchronous transfer of data andvoice information and the sharing of the general center, sub-centers, voice betweenremote IP agents, data, seats and other information and resources; truly attainingphysical distribution of call centers, centralized management, convenient schedulingand monitoring the entire system; open platform carries the capacity of the applicationwith more updated features with the development of network technology application.The subject discusses over the general design and technology realization of thedistributed IP-based call center. Study deeply flexible and powerful applicationdevelopment platform technology which solves IP converged communications,centralized monitoring and management. Combined with Toyota customer servicecenter project needs analysis, design reasonable and practical overall system structure.Design detailedly the modules of Softphone, Wallboard, application developmentframework, and further explore the key technologies involved.This paper includes implementation of the system, overall design, some of thedetailed design of modules, focusing on the description of the implementation of theWallboard subsystem which I participated in the development.