Design And Implementation Of Multimedia Call Center In Small And Medium-sized Enterprise

Based on call center, the Customer Relationship Management System <CRMS> hascome to be an important platform in modern business management. Call centers are under anever deepening expectation from the public with the swift developments of internet andmobile communication. The traditional call centers based on CTI (Computer TelephonyIntegration) suffer from high costs, a singular medium access and poor functionalextendibility. Modern small and medium enterprises (SMEs) are crying for a lower-cost,smaller and practical call center.With respect to the structural features and functional demands of SMEs CRMS andthrough solid study of recent relevant technical literature, this paper provides a design andimplementation of SMEs call centre based on PC and voice card in coordination of all kindsof media access such as telephone, fax, message, internet, Email, VoIP.This paper consists of the following:1.The functional implementation and design is elaborated on the demands of SMEs MMcall centers. An interface compatible with several standard protocols is designed to joindifferent third-party data sources and thus improve the links between call centers and clients’data base.2. The implementation of key functional modules such as ACD,IVR and AutomaticSpeech Fax is expounded. It also suggests a Uni-Queue rationale in ACD in multi-media callto defend against potential intervention and low effectiveness.3. A convenient and quick measurement method called router packet plan is proposed todeal with large telecommunication traffics and applied to an all-around systematic functionalmeasurements.The above points have been utilized and led to sufficient expected results. At the end thispaper makes a generalization of the existing advantages and drawbacks and points to theoutlook of the technical and applicable trend in future developments of call center.