Research And Design Of Ip Distributed Call Center

A call center is a comprehensive system to provide accurate informationandbusiness to acceptand complaints and other services quickly, with the use of moderncommunication and computer technology, such as automatic call distribution,computer telephony integration, interactive voice response and so on,Call center canimprove customer’s satisfaction,enhance the competitiveness of enterprisesandincrease business income. In recent years, with the development and integration ofcommunication and computer technology, the call center is endowed with new contents:agent will not be concentrated in one place with the technology of distribution; callcenter can not only handle voice, but alos fax, e-mail or even a video call with thedevelopment of Internet an IP; virtualization and cloud computing provides thefoundation for resource concentration. Modern call center has far exceeded the pastscope definition and become a system to provide interactive service for customers witha variety of modern means of communication. Therefore, to research and design aconcentrated call center based on IP distribution technology is necessary.This paper firstly discusses the basic technology of a call center，includesVOIP、Intelligent Network and transportation network;secondly, the paper elaboratesthe necessity of centralized resources;thirdly, the paper elaborates the key technologyof a call center and Construction steps； fourthly，the paper provides a call centerdesign for Haitian Group and according to the design and calculation, gives theequipment selection and the construction scheme. Finally, the paper prospect thefollowing research work and technology.