The Development Of Call Center System In Telecommunications Carriers

With the rapid development of science technology and the prevalence of the computer and the network,the traditional single device will be replaced by the emergence of new technology.Keeping pace with the times require the call center should invest in upgrades.In the past,incoming and outgoing is the only function for the call center,which most rely on artificial table to operate.Even the auto system can only process simple speech signal relying on Modem.This results more call customer service hotline to conduct a business,and the client must endure much inconvenience.The traditional call center are exposed to the poor technology,high operating costs,so it is imperative to design a new system for telecom corporation which can bring about cost reduction and efficiency enhancement.In this issue we studied the advanced soft switch technology,Freeiris2 soft switch system,IVR navigation technologies,SIP networking protocol,soft voice gateway,softphone,all kinds of hardware and network products.Thus builds the remote call center and soft seat mat call for all kinds of mobile terminal.For information desk module,the CS framework with database management and statistical analysis queries was developed based on Windows Server.The IVR navigation technologies module make use of the third-party software “Phone Secretary”,and achieving the switchboard service,checking phone number,checking the telephone area code and other functions.The entire system was characterized by easy operation,low operating cost,which doesn?t need to buy some expensive professional equipment to set up the call center system.In this issue we can conduct the system in any general PC,because the techniques are mature enough and easy to handle.Not only can we meet the telecommunications company requirements,but also improve internal management of the telecom industry efficiency.The system set an important precedent for telecom industry towards to integrated,distributed and intelligent.