Dissertation > Economic > Fiscal, monetary > Finance, banking > China's financial,banking > Financial organizations, banks

Agricultural Bank of China Call Center Project Research

Author DongYaZuo
Tutor YinChangChuan
School Beijing University of Posts and Telecommunications
Course Electronics and Communication Engineering
Keywords Call center CS1000E (Communication Server 1000 Enterprise) CTI IVR ( Interactive Voice Response ) TDM ( Time Division Multiplexing )
CLC F832.3
Type Master's thesis
Year 2011
Downloads 154
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The call center also called the customer service center, it is based on computer telephony integration (CTI Computer Technology Integration), make full use of communication networks and computer networks in a number of functional integration, and connected with the enterprise as a whole, a complete integrated information service system, the use of a variety of advanced means of communication, to provide customers with high-quality, high efficiency, full range of services. At first glance, the call center seems to enterprises with a service in the outermost layer, in fact it is not only for external users, but also for the internal management of the entire enterprise, service, scheduling, value-added play a very important role in the harmonization. Call center switch technology, computer technology, computer telephony integration, data warehouse technology and management science, and many other new modern way as to take full advantage of existing means of communication and computer technology, companies can get the least cost best service. The call center has attracted more and more attention. Data show that the global annual sales facilitated by the call center has been as high as $ 650 billion. Experts predict that in the 21st century, the call center will quickly become the focus of global business competition. Paper background call center project of the Agricultural Bank of China in 2007 illustrates. Nortel Networks project teams have the opportunity to join in the project bidding process, tendering for the project research project in early 2007, the program design, program was established, the implementation of the work of the implementation and follow-sale tracking, project leads to the winning projects from the discovery after more than a year , during ABC's business situation, the development of call center technology, Nortel Networks and solutions in the industry have done a lot of research, respondents departments, including the bank's head office and branches around the IT department, business department, e-banking sector. Nortel Networks comprehensive IP voice switching and based voice switching applications, solutions based on rich IP communications and comprehensive call center communication, and the gradient implementation path. Finalizing technical program and project teams, and organizations with staff have done a lot of confirmatory testing. According to the the ABC needs and business conditions, the construction program for the establishment of the Agricultural Bank of China unified national call center, easy to manage and future business deployment; establishment of three sets of call center environments, respectively, to meet the needs of production, training and business development; business No. 600 reached on the amount of concurrent processing of traffic capacity to meet the business needs of the Agricultural Bank of China and the mid- Customers nationwide in a business capacity, transfer, query, payment, complaints, consulting, financial management, product marketing, multi-level, comprehensive, integrated online services.

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