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

Design and Exploitation of the Hosted Call Center Based on CTI

Author XiaoYi
Tutor LiuZuo; LiKai
School Nanchang University
Course Electronics and Communication Engineering
Keywords Call Center System Framework Demand Analysis CTI IVR
CLC TN99
Type Master's thesis
Year 2013
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Nowadays, the call center is increasingly affecting people’s lives and the way to view call center by people is various. The call centers such as the well-known enquiry hotline "114", information service center, paging centers and coverage of the advertising of telephone car insurance put on TV screen by insurance company in recent years help us a lot. From a variety of call centers built by telecom operators such as Telegraphy Company’s1000, Mobile Company’s10086and Unicom’s10010to one of the biggest call center Ctrip4008206666, call center provides us with fast, efficient and quality services. Call center has become an emerging industry, it improves the social awareness and reputation for user and at the same time brings huge economic benefits for the enterprise.With the development of CTI (Computer Telephony Integration) technology, the call center goes four generation:the first generation-no IVR (Interactive Voice Response) and no CTI(Computer Telephony Integration), the second generation-IVR but no CTI, the third generation-IVR but no CTI and the fourth generation-call center integrates with Internet. Now, trustee call center with processing core based on cloud computing still belongs to the fourth call center according to that classification mentioned above.Trustee call center based on CTI technology is a the fourth trustee call center in this paper, the system can not only provide zero cost of contribution, but also realize multiple innovation services functions such as flexible deployment. Remote agent function designed in this paper is one of the biggest differences between trustee call center and other traditional fourth call center. The achievement made in this paper is already become the product and is extensively applied in domestic market.

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