A new generation call center system and automatic service realization method

Abstract

This invnetion discloses a new generation call center (NGCC) system including an automatic call device ADC, a computer telephone integrated device CTI, an interactive voice response system IVR, a seat agent, an applied server AS and a database DB, in which, said ACD is used in mapping call requests of different signaling protocols from wide and narrow band network to a unified call matter and reports it to CTI device by a standard and open interface protocol and finishes the control process of call voice or video multimedia channel, said CTI device is used in boosting up queue to the reported call access request and route control to dispatch and manage the seats and IVR unifiedly, said IVR is used in analyzing and executing the automatic service logic and providing media resource ability.

Description

technical field [0001] The invention relates to a telecommunication call center, in particular to a new generation call center (NGCC) system and an automatic service realization method. Background technique [0002] A call center (Call Center) refers to a call response center mainly based on telephone access, which provides various telephone response services for users. With the rapid development of telecommunication technology and computer technology in the 1990s, the call center solution based on computer telephony integration (CTI) technology and closely combining computer network and communication network has gradually replaced the traditional PC card-based solution. The core solution has become the so-called third-generation call center. The call center with CTI technology as the core is a system integrating voice technology, call processing, computer network and database technology. It has the following characteristics: intelligent call routing makes full use of resou...

AI Technical Summary

Problems solved by technology

[0004] The 1B+D / PC+Phone mode is adopted between the ACD and the Agent, and the private interfaces of various manufacturers are mostly used between the network element devices. The coupling degree is tight, the compatibility is poor, and the flexibility of service development is low, and the ACD device of the traditional call center only provides The narrowband access method does not support broadband network access, and cannot meet the business development needs of broadband multimedia call centers in the future. In addition, the business logic and service control of traditional call center automatic services are completed on the IVR. The service layer and control layer, Inability to separate control layer and bearer layer

Moreover, the platform functions, equipment performance, system openness, and business support capabilities of different manufacturers are quite different. With the rapid development of various services in call centers, various defects in the business support capabilities of traditional platforms have gradually emerged.

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