Research And Design Of Customer Service Call Center System Based On IP Communication Technology

Cluster call center system uses the plan of IP Call Center--at present the most advanced fifth generation call center system all over the world,which following the current develop trend of 4G net.The system owns many advantages such as multimedia signal inputs and outputs,Multi-System management,Multithreaded transportation,pure software signal processing and lower cost.The whole platform has covered the Group call,Automatic voice response,business order,CTI,IVR,report statistics,fax,SMS,voice recording and all the functions of the message.First,this paper studies and analyses the call center outbound marketing system's key technologies.Secondly,focuses on the telecommunications industry customer retention management goal and the significance,combined with the actual operation,the management system is composed of two modules.Again,according to the analysis of Qinhuangdao telecom customer service center needs a specific external call center system requirements.The non functional requirements of the call center system are introduced,and the performance of the call center is analyzed.Finally,demand for outbound call center system,to design and realize the function were detailed analysis,the module framework of outbound call center system of business management platform,including the key technology of outbound call center system of business management platform key technology and outbound center server system.Analysis based on,the establishment of the DX-CC3000 cluster call system of distributed call center platform architecture based on,the design and implementation of the a whole customer retention call center system analysis,including the hardware composition of the system,database design,software interface design,the research results traitor practical transformation;solve the outbound access and acceptance is limited,the traditional call center only artificial access and line shall accept the lack of will call center development become enterprise's intensive operations center,for telecommunications enterprises to bring the good reputation and online economy benefit.