Research and Realize on Customer Services System Based on CTI Technology
|School||Xi'an University of Electronic Science and Technology|
|Keywords||CTI CSTA protocol VoIP IVR customer service system|
CTI Technology takes more responsibility to build up professional Customer Service for Call Center during it’s growing-up in many business areas. The author will focus on the studies of CTI Technology in the past and a practical project example of this thesis, under the wide implementation of this technology.The study will start with the comparison of three existing models based on CTI Technology, which describes different utilizations of each model, as well as the clarified meanings to Call Centers.In the second part, the logical structure of CTI platform will be introduced in details, with large expressions at the Business Support Level and CSTA protocol. These expressions focus on the functional diagram of the relationship between CSTA Elements, Client/Server model, Domain and Sub-domain operational model and the realization of the Remote Seat.As answers to possible extended questions, this study introduces not only IVR Realization and Voice Data Synchronization at the last part of the theory, but also gives exact example methods to build Master Plan of the system, VLAN Dividing, IP Configuration, CTI Platform Device Functions Configuration, Database Construction, as well as three construction methods of Remote Seat using SDH special network.There is a successful application based on this study, which is right making proved improvement to the Customer Service for the customer of the Radio and Television network in Zunyi City, Guizhou Province.