Design And Implementation Of Enterprise Call Center System Based On CTI Technology

Computer Telecommunication Integration Technology (CTI) is a technology which combines telecommunication technology and computer technology, give full play to the advantages of both techniques, it links computer and communications fields closely. With the rapid development of the two technologies, CTI technology has become a new hot spot in the technology industry, the call center system is a typical application.CTI technology combines voice interaction, online query and send and receive faxes, to help enterprises improve the call center system, optimize the allocation of resources, reduce business operating costs, expand the marketing channel, make the enterprises serves to customers efficiently, improve customer satisfaction, enhance the enterprise's competitiveness.This paper focuses on small and medium-sized enterprises to establish their own multimedia call center which based on CTI technology efficiently and low cost. Through a brief introduction of CTI technology's the application and development and call center's composition and development, emphasizes the necessity and feasibility of establishing their own system of call center. Combined the advantages of third and fourth generation call center, analysis and discusses the establishment of the construction scheme of call center which based on CTI technology of the third generation and combined with the fourth generation of multimedia technology, make the system demand analysis, presents the overall scheme design, highlighting the design of system functions, processes, and data flow.This paper focuses on the analysis and design of the architecture of CTI server which is the core component of call center system, combined with the application of call center in practice, discusses the function of CTI server, and makes a concrete elaboration, configures system parameter for the main functions of CTI server and makes the design and implementation of the main process of CTI server system. For call center's terminal business, the paper also gives the detailed design, makes a elaboration in detail from database design, the class diagram to processing flow chart for the seating client, web module, knowledge base and customer information management. After that, the paper puts forward a system testing method which based on the test requirement model for call center, and gives a practical example. Meanwhile, the paper shows the test results of the main function module of the call center system. Finally, the paper analyzes the problems that may arise in the practical application of the call center, and gives the corresponding treatment measures.System uses WindowsXP operating platform, and C++ programming language with visual studio 2010 which has friendly user interface,and kind operation as the development platform, has developed a voice call center system CTI server and terminal application software,the system with strong applicability that it can be applied in different environment of enterprise through simple data encapsulation.