基于cti技术的呼叫中心的设计与实现-计算机应用技术专业论文.docxVIP

基于CT 基于CT I技术的呼叫中心的设计与实现 摘要 呼叫中心是基于电话、真机、算机等通信、办公设备于一体的交 互式增值业务系统，是一个将营销电话中心、销售电话中心和服务中 心功能集成的综合体。呼叫中心是一种基于计算机电话集成技术的新 的综合信息服务系统。它充分利用通信网和计算机网的多项功能集 成，以CTI技术为核心，是一个集语音技术、呼叫处理、计算机网络 和数据库技术于一体的系统，它与企业原有资源连为一体，成为一个 完整的综合信息服务系统，有效、高速地为用户提供多种服务。 本文针对烟草行业目前呼叫中心应用的现状，对已有的呼叫系统 进行分析和研究，结合客户公司的实际情况和需求，提出和实现了一 种新的呼叫中心架构，改进了原有的呼叫中心实施模式，并且在原有 的企业CRM系统之上设计了呼叫中心的业务数据库系统，实现了呼 叫中心与原有CRM系统的数据共享。让此系统从概念和现实上从原 来功能单一的呼叫中心系统，提升成为了能跟企业的各种CRM系统 在数据库级别的互通、为各系统提供数据支持的客户服务系统。 关键词：CTI技术呼叫中心CRM数据库 CALL CALL CENTER DESIGN AND IMPLEMENT BASED CTI ABSTRACT CallCenter,as well as Customer Care Center,is an interactive incremental operation，which is based on communical：ion and 0伍ce equipments，such as telephone，fax and computer．It is an integration of marketing telephony center,sale telephony center and service telephony center．Call Center is a new integration of information service based on Computer Telephony Integration technology，a CTI system，which is made up of voice technology，call control，computer network and database used of telecommunication network and computer network．It cooperates with enterprise intrinsic resource，to be a completely information service system，and to provide customers with kinds of services rapidly and effectively． The paper focuses on the situation of tobacco industry and dose some research and analysis against the having call center system．Then with thinging about the requirement and the real problem the I design a new call center architecture which has made some effective modifications to the original system．Meanwhile a call center database has been added to the CI泓system database in order to share data with them．Compared with some existed call center systems which only offer the ability of dealing with calls from customs，this one now can be called a new custom service system which not only provide the same functionality as the old ones but also support the other enterprise information systems with the one．hand data getten from the new architecture call center system．