Design And Research Of Call Center System

China telecom market restructuring made a major change in the pattern in2008, formed a new move, new telecom, new unicom "tripartite confrontation" situation,3G licenses issued, the whole business, channel partners, Integration competition stronger, and call center (customer service center), as a means of communication can make full use of existing and new modern Computer technology service mode, is the current CTI (Computer, Computer voice Telephony need integrated) technology development. This kind of computer and telecommunication technology integration technology brings huge gains for telecommunications. Call center as a whole new forms of service. modern computers and communications technology in the assembly in one, in expanding services and improve the quality of service at the same time, to effectively control the cost and maximize save the manpower and material resources. the provision of services and applications of the universal concern, the seller realized call center of the market potential and call center as in the future of the competition surprise effective, although the service center in the telecommunications industry, also used as telecommunications reform will further rapid development.First, based on the basic situation of the call center are introduced, and the current CTI technology and call center technology were discussed. Then it analyses the application of a call center, henan unicom114customer service system. Based on current henan unicom114service system of the present situation, the existence question and value-added business needs are analyzed, based on the current situation, CTI technology presents a set of implementation scheme, using INtess call center to improve current problems, business and basic system inquires114of value-added service. Which as to improve and perfect the henan unicom114customer service system provides effective support.