CTI industry: everyone picks up firewood
In order to promote CTI (Computer Telephone Integration) in my country, "China Computer News" held "CTI Seminar" on March 17. The meeting was presided over by Professor Song Junde, Dean of the Graduate School of Beijing University of Posts and Telecommunications. This article mainly extracts the statement of leaders and manufacturers of experts, industry departments, hoping to provide some reference and thinking about China's CTI industry development.
Beijing Television Bureau Zhang Jinhong
I mainly introduce, Beijing Telecommunications Bureau as an operational unit operation and user and market demand. As a professional management bureau, Beijing Telegraph, the Beijing Telecommunications Bureau, mainly operating 163,169 and other data communication, and there are also broadband services such as SDH, DDN, ATM, FR as transmission. Therefore, the demand for the Beijing Television Bureau in terms of terminals, such as in broadband, Beijing Telecom has opened a VOD business, mainly in some hotels, Kyoto Xinyuan has already equipped 60 rooms, and It has been opened. In addition, China's new village, Zhongnanhai also has to install. In addition to VOD, China Telecom will also open online schools with the University of Posts and Telecommunications, which is also an application of broadband networks. This network school includes multimedia teaching classrooms, multimedia listeners classrooms and multimedia self-study class, which is based on ATM technology broadband teaching system. There is also a packet switched network, which has been operated for ten years, which will be mainly based on providing frame relay and DDN. The use of these networks requires a dedicated terminal. As the business is different, on the terminal protocol, the standard is different from the type. With the development of recent years, the Internet has become a mainstream mode. The most common terminal turns into a microcomputer, and performs different functions by running different software. For example, during the Spring Festival this year, Beijing Telecom has broadcast on the network with CCTV, is a real-time multimedia broadcast. In addition, in terms of speech, China Telecom, China Unicom and Jitong receive the IP phone's business license, currently being experimenting. However, in terms of IP transmission speech, some standards have not been introduced, so this experimental network will mainly explore a road for future operations. This IP Voice Experiment Network will provide two ways: call calls and PCs to the phone. It promotes the demand for CTI, and it also stimulates the emergence of new technologies, such as the use of the browser mode IP phone may occur on the Web. It will also significantly promote the development of CTI.
The original postal department scientific and technical information Zhang Rong
I am very touching during the investigation of the United States. I found the call center to communicate well between manufacturers or companies and customers. Americans use the call center to do it, and have launched a lot of relevant services through the call center. At that time, I also wrote an article on using the call center for marketing. American companies have established a good corporate image with a call center and launched relevant after-sales service activities. This method has a good demonstration role in domestic companies, and our companies can use this effective means to achieve its purpose. After we came into contact with CTI, I did some research and some strategies were put forward. But in any case, Telecom uses the service department to establish a CTI or call center to communicate user needs, and establish a good corporate image and improve service. The CTI or call center should now be combined with the intenet, allowing users to get services through calls, but also access to users through the network, giving users more service selection. my country's starting in CTI is much late than foreign countries, foreign companies use call centers, which actually brought huge benefits. I am full of confidence in China's application in China, which will have a huge benefit to domestic customers and companies. Lucent Company Sheng Yongzhen
CTI is the practice of combining traditional voice resources with computer data resources. In foreign countries, CTI technology is first used in the call center, and later many companies have established their own call center. For example, a person without a CTI environment, when he went to the office, found a telephone message, a customer complained product quality, the customer told him that a fax has been sent to him, and the problem is explained in detail. We can imagine this person's next scene: get the information from the customer next to the fax machine, and then he will find the relevant department to solve and launch your computer to find the corresponding solution, and finally he found the relevant department and The corresponding solution has been over. This traditional way can be seen, the efficiency is very low. Another example is a person with a CTI environment. When he went to the office, he found that his computer has icon and flashing. He immediately learned who called the phone, and then see who is responsible This issue and the corresponding solution. This quickly can solve the problem of this customer. These two examples reacted two states, using CTI and not using CTI's obvious differences. The CTI product that Lucent in China recently pushed in China was a call center. Due to the use of CTI technology, it can be very convenient, very kindly to communicate with your customers, and can reach a greeting for individuals, rather than a thousand greetings, which increases the trust of users, thus ensuring you The customer will not lose to other places. The call center can help companies provide better services to their customers, and this service is inexpensive. CTI is applied in the office, and people who will also bring a lot of convenience. For example, if you travel in the field, you have to check your voicemail, you must call your long-distance call, but if you use CTI, you don't have to call your long-distance call, you can check your voicemail through your voice. Xie Xudong
As a manufacturer, thinking and innovating the company has been fighting in the front line of CTI. For now, our company's technology is first-class, now share some of our experience. There are currently two relatively large networks in the world, one is a telephone network, one is the Internet, and our CTI is cross-crossing between these two networks, and its development is closely related to the development of these two networks. So from the CTI this industry, its future is bright. In addition, the current foreign CTI applications have been widely, but the domestic application is still very small, mainly due to the domestic environment. We always say that we are in an information society, and there are several characteristics of the information society, one is the collection of information; the second is the resumption of information. Many domestic companies have some problems in the collection of information. Therefore, the finishing and analysis of information will not talk. At present, the telephone network is still a major source of information, so use the call center to serve the company, or there is its premise. Whether it is a large company or a small business, it is actually available to the user to serve the user. At present, some examples of the country have such examples, such as 166, 168, etc., are built using the call center. The domestic CTI market is very large, but not all companies are doing very well. The biggest problem is that there is too little exchange between the people, so that they spend a lot of time to fight for each other, and ignore the market itself. Construction. Therefore, we hope that everyone can jointly make CTI this market to greatly and benefit. We think that the technology of thinking and innovating the company is still very distinctive, and a slogan proposed when we do system is: one network two systems. It means that the computer-end data can be provided on one online, but also provide more data as much as possible. At that time, after this concept, won praise from our users. We believe that the development of the future CTI should be increasingly integrated. Taixing Company Huanghong Zhou
Thanks to the "China Computer News" to provide us with this opportunity to communicate, our company mainly do two products, one is a cursor reading machine, and the other is a telephone voice card. Our company has been involved in the CTI field since 1993. Our first product is analog phone speech card, which is primarily delegated in the securities field. In 1993, in 1994, our sales had more than 10 million yuan. From our company's situation, 1993, 1994 and 1995 The growth rate of CTI markets is about 100%, and the annual growth rate of these years is 50%. From the price, we sold 2 to 30,000 yuan, and now every piece of 6000 ~ 7000 dollars. From the application area, it was only in the field of securities, and later, it was successfully extended to the call of telecommunications, and the tax complex. Therefore, from various perspectives, the scale of this market is increasing, and the call center is a hot spot from 1997 to 1998. We are also doing corresponding supporting work. From the product's supporting area, the first is the 4-wire, 8-wire simulation product, gradually expanded to 10,000 lines of data relay, No. 7 letter, etc., from the perspective of product development, its application range Wide wider. But the competition between domestic manufacturers, price competition is unordered, so we hope that everyone will come together to regulate this market. Change this disorderly competitive situation.
Dialogic Zhang Zhibin
Dialogic provides users with IPPHONE gateway application platform, recent experiments in IP phones in China Telecom, China Unicom and Jitong, which is a chance to support distributors and agents, do more in-depth work. In addition, in the software platform, on March 2, we signed a comprehensive cooperation agreement with Microsoft. Microsoft will purchase the license of Dialogic's CTMedia software platform, the amount is about 20 million US dollars. In the next few years, Microsoft will invest Dialogic and purchase 5% of the Dialogic Listing Shares. This matter shows that Microsoft is optimistic about CTI, it purchases our products, it is to add CTI functions on the NT platform to make users easier to use or develop CTI technology. Call center, from proposing, its connotation has been expanding. Dialogic attaches great importance to this field, and many products have joined this feature. Dialogic will launch a new generation of products, which will have a bigger breakthrough in reliability, capacity and hot swap. I hope this product can be launched this year. Dialogic Yin Zhenwen
I am a Dialogic Technical Consultant, I want to talk a few questions. One is the CTI market; the other is the CTI standard; the third is the CTI association. The first is the CTI market. The application of CTI technology is often more than our imagination. Before IPPHONE appears, no one wants to make an ipphone on the CTI. That is to say, many applications can be developed on the CTI to expand this market. In publicity, let more companies understand the importance of CTI to their importance and let them understand the various wonderful applications of CTI. Secondly, industry standards. CTI This industry is also needed to develop some relevant standards, and should now consider this issue in advance. This standard problem is especially important for domestic manufacturers, and they can improve their competitiveness. Finally, the issue of the CTI Association. The establishment of the Association will help communication between CTI vendors and build some industry specifications.
Wuyue Xin Company Cai Changhai
Thanks to the "China Computer News" to give us an opportunity to communicate. I think about a question about the conference TV. I think it can use an interactive conference call in an enterprise to communicate, which can significantly improve efficiency. This conference television technology is actually a technique that integrates video, voice, and data. It can not only be implemented in a local area, but also on the Internet. The telecommunications department has such a national conference TV network. The advantage of the conference call is that you can provide users with interactive ways that are not limited to time space. In addition, short messages in mobile communications are triggered, and it is also a chance to our CTI hardware manufacturers.
Tong Guang - Northern Electricity
Our company is a joint venture, now we are doing calling centers, this is a typical application of CTI technology. I have two questions, the first is the technical issue of CTI. It is very fast in foreign countries, and there is also a lot of applications. The same US customer's understanding of CTI is much more mature than domestic, which is also a popular reason in the United States. In China, everyone needs to have extensive propaganda, and the more mature industry is telecommunications. The other is the management of the CTI industry. One is the control of disorderly competition, and the other is the localized guidance of foreign product. At present, although foreign products are mature than domestic, I believe that due to a number of strong developers and vast markets in China, domestic manufacturers will have something to act in the future.
NMS Company Wang Qin
We have established offices in Beijing in June last year, although the time is very short, but with the support of partners, it has achieved considerable success in marketing and sales. This year, we will strengthen the promotion of the domestic market. In the market this year, we will also hold some seminars to participate in some exhibitions; in terms of product, we will post some new products in some media.
Linchand Li Yongmei Our company has a longer history in the CTI industry. Due to the introduction of IP phones, it makes telecommunications great competitive pressure. Our company introduced NMS products since 1993, we have promoted a lot of promotion in the telecommunications industry and provide better service. Recently, we cooperated with Motorola to launch a telecommunications program, its purpose is to provide a complete set of OEM solutions to the telecommunications industry. For the CTI this industry, I hope everyone can join us, let more people pay attention to our industry, the media can often report some of the latest technology of CTI.
North Post CTi Research Center Wang Xiaohui
My research direction in Beijing is CTI. CTi was first proposed by the PBX manufacturer, when they develop more business in PBX, and opened up a channel for the computer, which is from the perspective of the switch to combine the computer. The other is to transform the switch from the perspective of the computer. I think basic CTI technology is divided into these two factions. I think the next place may be more promising, and the previous one, there will be limited to the switch in many cases. IP telephony technology is developed by computer vendors. In June last year, we made a prototype of the gateway of the IP phone. I also clearly spend a lot of human and labor, we don't have time and money to complete it. I think there is a new network between PSTN and Internet. This network is a logical network. On this network, some new services may be available. CTI is a key technique on this network and is a major direction of CTi technology development. In addition, there is an open problem. CTI is a typical open system, but it brings a problem, it is not so many people to develop applications, because each application of CTI is a specific application, developers must have two backgrounds, One is a computer background, one is a telecommunications background, such a few people.
Song Junde, Professor, North Post CTi Research Center
We can discuss the issue of organizing a CTI Forum. But now we have the biggest problem in management and service. And the joint between the CTI manufacturers is also the necessary conditions of our own, and everyone comes together to create a good market environment. For a few more time, the Ministry of Mobile is going to be called center. There are more than 40 manufacturers in China to bid, this is a gratifying thing. Therefore, I think that in CTI, everyone should do two things: First, we will cooperate together, jointly promote, see if it is possible to do a publication in this area; the second is to improve the service awareness, through technology to improve the quality of service, Do substantial services for our customers.
North Post CTi Research Center Duan Yunfeng
I talk about some questions about CTI from technology. Fundamentally, CTI is a telecommunications business that provides better services to customers. Why is the US CTI businesses develop so fast, but not so much in China? I think this is related to the overall development of the economy. At present, our economy has not reached a point where it is not re-excavated. It's better to develop now, the economy is growing rapidly, this is a good opportunity for CTI, and the company has gradually felt the importance of utilizing information. From the CTI technology itself, the customer's demand is a computer program, which is better than the telecommunications plan from the smart network as the starting point. The personalized business of telecommunications is actually a telecommunications department from the perspective of smart network, providing customers with a possibility, so that he can combine telecommunications business in accordance with its needs. From the market, you should increase the propaganda. There is also a speed of CTI's technology, and you should consider what these techniques can bring for users. In foreign countries, every aspect of CTI is going to study, so their development is particularly fast, and the environment in China is different.
Liu Rui, a scientific and technical information of the original post, Ministry of Education
Our research has been studied in 1996, and the earliest research report in China. We mainly want to promote the development of CTI technology in China. From my perspective, the current Ministry of Information Industry has released the IP phone, although all of the efforts, we have also done a lot of work. As a government research institution, we hope to provide a better decision-making support for the government. I think in order to promote CTI's application, all manufacturers in seat should submit the successful schedule to the media to make a domestic business understand the role of CTI. For the telecommunications industry, some new business should be developed on the telephone, and CTI should be a very good choice.
Grand company Yang Er and
We believe that CTI has penetrated many industries, but as vendors face this situation, we have a lot of confusion. One is the price problem, and the service cost must be reasonably obtained; its second is after-sales service issues, otherwise it is difficult to charge these money. I hope that the media can publicize how foreign service charges are charged, guided users, not just the cost of collecting equipment. Always say that the CTI market is very large, but there is no quantitative standard, but the company needs a realistic data. Can the media completed these investigations? Let customers and manufacturers see the actual needs of CTI in different industries, guiding them to invest, thus making this market. In addition, the manufacturer cooperates with colleges and universities. At present, the loss of talents is very serious, combining research with the market, colleges and universities cultivate some urgent talents, and open the channels of enterprises and universities. Also, in the future, this forum should be more professional, and can often discuss some special issues. Mr. Dialogic Song inspired me. Today's manufacturers have a total of 4 types, one is the equipment supplier, the bottom of the CTI system; here is integrators; then the media, it is responsible for publicity; the end is the end user --- Telecommunications department It is both the user and the boss. In these 4 levels, I told 4 questions. As a device supplier, pay attention to the advancement of technology, introducing the latest technical equipment, and is provided to integrators. In this regard, the software module should also have portability, CTMedia is this product. From the integrator's perspective, I have found that many integrators are repeatedly do the same application, lacking a level between domestic, equipment vendors and integrators, is specializing in software generators. From the media, domestic media should do some guiding work on CTI, such as standardization. Vendors should help the media to do these things. From end users, through the efforts of the manufacturer, users provide the best support and services. Focus on CTI · Conference Theme Overview · 1. The relevant telecommunications department has introduced and analyzed the current situation, talked about the example of the development and application of the specific call center; 2. The relevant telecommunications department puts forward the idea of providing a way to provide business methods, becomes passive as active, actively catering to the needs of users; The colleagues in the corporate community are discussed, and the opinions have been exchanged with relevant telecom management departments; Discuss some issues in China's CTI industry; 5. The seminar promoted the communication and exchanges between the corporate, scientific research department, the telecommunications management department and the media department, and played a positive role in promoting China's CTI industry. · The main content of the meeting · 1. The problem facing the market (1): A. Foreign development is rapid, but the situation in China is not ideal; B. Overseas, how to open and promote market development; C. How to regulate the market to avoid malignity; D. How to make a CTI market and analyze the development of each part; E. How to ensure respect for technology and get the profits that should be.
(2) The way solutions: A. Expand the application of ideas and discover the market; B. Strengthen the contact of the news media, expand the publicity of CTI carery; C. Establish a professional media or column, study the development of CTI; D. Learn from the development experience of the foreign CTI industry and combine China's national conditions; E. Regular communication, strengthen communication and joint communication. 2. Technical aspects: (1) I hope that through research institutions, understanding domestic, foreign technology, programs and directions; (2) can be sponsored by corporate, relevant market research, suggestions for the development of enterprises; (3) I hope to combine with research institutes to enhance science and technology development capabilities; (4) Strengthen introduction and research on the relevant standards of CTI industry, optimize the development of domestic CTI industries; (5) Strengthen research and promotion of telecom business applications; (6) ) Promote contact with government departments, obtain relevant policy support and industrial dynamics; (7) Cases of successful business community, and analyzing; (8) Expanding communication with telecom operations, promoting each other's common development. 3. I hope (1) establish a column, regularly analyze and exchange, expand the impact of the CTI industry; (2) Discuss the establishment of relevant industry alliances to promote the joint development of the industry. This article is originally published in "China Computer News"
