The Engineering Application Of Customer Service Call Center Based On CTI Technology

Modern enterprises are gradually from the low level of price competition to the service level of competition to convert,That is,"product-centric" to "customer-centric" concept of marketing change.Therefore,modern enterprises recognize that customers are the most valuable resource for enterprises to survive and develop,How to narrow the distance with the customer,Deepen the relationship with customers,And ultimately achieve the goal of customer satisfaction,Is the content of modern enterprises competing research.The customer service department is a frontier for direct contact with an enterprise,The maturity of this sector is an important criterion for evaluating the core competitiveness of the enterprise.To provide customers with quality and efficient service is the prerequisite for the healthy growth of enterprises.With the development of the Internet,The emergence of e-commerce,CTI technology advances,The intensification of commercial competition,The call center on behalf of the new service model came into being,It is a direct gateway to customer and business communication.Customer Service The call center system is an information system for customer service departments,The goal is to provide computer technical support for customer service,Reasonable and efficient mobilization of enterprise resources,Quickly and standardly respond to customer requirements,So that customer service to achieve convenient,timely,accurate and scientific requirements.This paper first studies CTI technology,And analyzes the development status and trend of CTI technology and call center both at home and abroad,Put forward the research value of the subject.This topic combines the Changfei company customer service call center construction of the whole process,In the increasingly fierce competition in the market for enterprises to provide a strong background support,More effective to meet the growing needs of users.