The Design And Implementation Of A Visual Voicexml Script Based On Call Center Platform

Along with the development of the computer technology, network technology and telecommunications technology, Call Center plays an important role in the development of a company which is more and more important. Through the Call Center, company can provide high quality personalized service to their customers and improve their enterprise brand effect and also can standardize their enterprise management process to improve their staff’s working efficiency.Nowdays, the technology used by Interactive Voice Response (IVR) system in Call Center Platform is VoiceXML script language which can be used to play some fixed audio files or some customization process. The weekness of this VoiceXML technology is the lack of control in a call process such as call route, call transfer and data operations. The object of this paper is to develop a new script based on Call Center Platform which may improve the ablity of call process control. This new script use some objects and interfaces of CTI module and ACD module to control the call process which make each module in Call Center Platform communicate more convenience and more suitable for the IVR system.In this paper, we made a brief introuduction to the background information of the Call Center and VoiceXML at the first, and then researched the key technologys used in Call Center and VoiceXML. Secondly, we made detailed analysis of this script’s specific functional and finished the concept design of the script according to the functional requirements. Thirdly, we completed the script parse module’s detail design. According to the design of the script, we finished the implement of the script in Call Center and runned a complete set of test programs to make sure it can integrate to the Call Center system.At the end of this paper, we summarized all the work we have done on the research topic and found out some place we can improve in the future work.