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Call Center Equipment System

Call Center Equipment System

The call center equipment system is a new generation of customer service system using Computer Telecommunication Integration (CTI). Computer telephone access and intelligent distribution, automatic voice processing technology, Internet (Internet) technology, network communication technology, business intelligence technology and the actual business system are closely integrated, and the communication system, computer processing system, artificial business representatives, information, etc. Resources are integrated into a unified and efficient service work platform, making full use of the advanced functions of computers and telecommunication networks, integrating and connecting with the enterprise. It is a complete comprehensive information service system. The services provided are concentrated in a unified external contact "window", and a unified standard service interface is adopted to provide users with systematic, intelligent, personalized and humanized services.

Development History

The call center originated in the civil aviation industry decades ago, and its original purpose was to provide passengers with more convenient consulting services and effectively handle passenger complaints. The world's first call center with a certain scale was built and put into use in 1956. Its main function is to allow customers to book air tickets through the call center. Then AT&T launched the first outbound call center for telemarketing, and in 1967 it officially began to operate the 800-call toll service. Since then, the concept of using the telephone for customer service, marketing, technical support and other specific business activities has gradually been accepted and adopted around the world, until it has formed today's large-scale call center industry.


Equipment composition

1. Multimedia switch

Completely abandon the product model of ISA/PCI/CPCI bus + user API programming adopted by all CTI board products. There is no ISA/PCI/CPCI bus in any component in the system, and the communication between components is connected by the most common Ethernet method.
A clear and layered modular system architecture facilitates troubleshooting and problem location.
The modules that make up the whole system use a unified IP network communication package to communicate, and different modules can realize fully distributed operation.
All modules allow dynamic loading and unloading, which can easily realize the dynamic expansion and dynamic switching of the system.
The new platform will provide a powerful cascading expansion capability to expand the capacity of the entire system to tens of thousands of doors.


2. Voice card

Mainly include: digital relay voice card, analog voice card, IP voice card.
Depending on the line type [digital trunk line, analog line, IP line, etc.], different types of voice cards are required.
The call center based on the voice board is the most cost-effective choice for medium and small-scale call center systems.


3. Call Center Server (CTI Server)

Based on the following reasons, we recommend using IPC as the call center server
The use of standard all-steel industrial chassis enhances the ability to resist electromagnetic interference.
Adopt bus structure and modular design technology. The CPU and each functional module use a plug-in structure with a soft locking lever, which improves the anti-shock and anti-vibration capabilities.
The chassis is equipped with dual fans, positive pressure convection exhaust, and a dust filter to prevent dust.
Equipped with a highly reliable industrial power supply with overvoltage and overcurrent protection.
Both the power supply and the keyboard are equipped with electronic lock switches, which can prevent illegal opening, closing and illegal keyboard input.
With self-diagnosis function.
It has good openness and compatibility, absorbs all the functions of the PC, and can directly run various application software of the PC.
Configurable real-time operating system is convenient for multi-task scheduling and running.
Passive motherboard (backplane) can be used to facilitate system upgrades.

4. Agent computer

The artificial seat computer is optional, and a common office computer can be used. Users can decide whether to configure it according to actual needs.

5. Telephone

Generally, call centers use headsets. The occasions where the headsets are worn are mainly professional service centers such as mobile, telecommunications, insurance, and banking. Customer representatives need to free their hands to operate the agent computer and complete the call while talking with customers. Other jobs. For agents who do not have such requirements, a normal telephone can be used.

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