Dissertation
Dissertation > Industrial Technology > Radio electronics, telecommunications technology > Radio electronics applications

The Design and implementation of Architecture of N-CTI on Call Center

Author WanHaiRong
Tutor WuBo
School Xi'an University of Electronic Science and Technology
Course Computer Software and Theory
Keywords Call Center CTI N-CTI Design Pattern
CLC TN99
Type Master's thesis
Year 2009
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With the development of the enterprise operation mode, how to improve the satisfaction of the customer and obtain the reliable of the customer has been very important for modern enterprise to success in business. Call center is the best method for the enterprise to attain this goal. Now more and more enterprise has built their own call center to provide some advisories and sale service.In some government department,call center has been also needed to cooperate with their work、to enhance the work efficiency and to server for people.In this paper, with the demand of the business and voice platform on Call Center of one bank, a solution of design and implementation of N-CTI architecture on call center has been provided. Firstly,this paper has analysised the deficiencies of the tradition CTI around the technology of CTI and then improve the tradition CTI.The improved CTI named N-CTI, it includes Configuration module、Management module、Media module and Service module. Secondly, the paper has focused on the architecture and design principle of Configuration module、Management module Media module and Service module and implement the three module in the way of design patterns. Finally,the system has been tested and the result has been analysised and appraised on detail.

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