Design And Improvement Of The Call Center Based On VOIP And Softswitch Technology

With the expansion of airline operations and their increasing customer service quality requirements recently, it is necessary to build call center service platform to meet the needs from the rising market, and ultimately improve sales and service. Based on the relatively mature 4G call center technology, we designed new features to keep pace with enterprise development by building its unified communications platform capabilities including the functions to support distribution agents, remote playback, investment protection and system performance headroom. It is a critical means to enable airlines to improve their soft power and competitiveness in the market.The project described in this article consists of four main parts:(1) Analyzed VoIP (Voice Over IP) principle and technology, especially focusing on the VoIP communications and soft switching methodologies (2) Designed the call center system structure according to the actual demand in airline call center. After on-the-spot investigation, enhanced the selection of the main hardware equipment and optimized its network structure and deployment to meet user’s needs (3) Improved the module queueing logic of ACD (Automatic Call Distribution) based on soft switching technology and optimized call control and queue assignment functions to improve efficiency. (4) Conducted data simulation test after designing the combined software and hardware structure.The call center system designed in this article is a customer-oriented integrated business management platform, that summarizing sales reservation management, ground and air services management, customer relationship management and data mining and analysis. Our focuses are infrastructure construction, hardware facilities deployment, and call center system construction. Currently the system has completed its key function development, serving as a great support for enhancing the flow of business data and the efficiency of data exchange. It has also set the foundation for the flight chartering market expansion by the closed-loop management services.