Typical application of CTI
◆ Call Center
Xiao Hui
The call center is a branch of the CTI app that allows the telephone user to access the computer stored by the telephone terminal, as is as convenient to use the keyboard and the screen terminal. The current call center has two major types: the Call Call Call Call Ceuter Connected to the Special Phone Switch Connection. The former is generally used in companies, factories, enterprises, and PBX with telephone exchange (PBX), in addition to the business communication function, can also be used to process complaints such as products, technical services. The latter is generally used in the Telecommunications Bureau and a large telecommunications company. The call center is widely used, powerful, and can be divided into incoming control and exhalation control. The incoming control function is as follows: ● Intelligent route allows the incoming call signal to the most suitable attendant. ● Based on call data selecting the time of the operator and the user builds the connection, improve the work efficiency of the attendant and saves the user's call time. ● It can automatically allocate call traffic and improve utilization. ● Voice and data processing allows a call to be transferred by different operators. The exhalation control functions are as follows: ● CTI automatically dials and dials, and performs a background waiting connection when calling is busy, and can shorten the time of 20% of the operator. ● Screen dialing can improve the accuracy of dialing. ● Use the CTI attendant and users while making a call, you can also send and receive faxes and e-mail. Some people call the central call center as the "customer care center", because today's call center is no longer the background studio of the era, it is more than just a single technical solution, but it has become a wide and powerful competition. Weapons and business tools. The goal of the call center is to sell more products to customers who are satisfied with the service to get more profitable. In the United States, the call center has constituted a $ 4.4 billion industry, and grows at 20% per year.
