Call center CTI system

1. What is? CTI？

CTI Technology refers to the integration of computer and communication technology , Its traditional definition is “ Computer telephone integration ” (Computer Telephony Integration), With the development of telecommunication technology , Now more people define it as “ Computer telecommunications integration ” technology (Computer Telecommunication Integration). The original CTI technology , Only the signaling information in the telephone is automatically identified , And through the establishment of the relevant session connection , And transmit the predetermined recording file to the user 、 Transfer incoming calls, etc . And now CTI Technology not only has to deal with traditional telephone voice , And to deal with including faxes 、 E-mail 、VOIP And other forms of information media .

CTI The system spans two major fields of computer technology and telecommunications technology , In a sense , As long as the system involves both computer and telecommunication technology , How can we call CTI System , Such as a simple telephone recording system , Complex points have interactive voice response IVR System 、 Automatic outbound system 、 Voice automatic query system 、VoIP application 、 Intelligent call center system, etc .

2. call center CTI System introduction

call center CTI The system is based on CTI technology , Make the most of the Internet 、 Multi function integration of telecommunication network and computer network , And a complete integrated information service system connected with the enterprise . It makes use of all kinds of advanced information technology , Effectively provide customers with high quality 、 high efficiency 、 A full range of services . Application call center CTI System , The service function of the call center has been greatly enhanced .

call center CTI The system generally includes ： Telephone line 、 Seating equipment 、CTI The server 、CTI Call center Middleware 、 Call center application software .

Telephone line ： Adopt digital trunk line 、 Analog trunk line or ordinary telephone line .

Seating equipment ： Traffic equipment 、 Traffic headphones 、 Seat computer .

CTI The server ： The hardware core of the call center , Card type call center generally adopts PC machine + The voice card mode consists of .

CTI Call center Middleware ： Provide general call center system platform functions and interfaces , join cti Hardware and last application software .

Call center application software ： Application management software according to different industries , Such as the order processing system or the dispatch and repair system .

3.CTI Application process of the system

CTI The system is based on telephone voice , After the customer calls in, they can be CTI Systematic IVR To take over , You can select self-service by pressing the key on the telephone . The agent can also effectively handle calls through the management interface of the agent software , Including call forwarding 、 Call aborted 、 Call resident 、 Intelligent call out and other functions . such , It is more convenient to solve problems 、 quick , Increase users' satisfaction with enterprise services .

LCall The call center comes pre loaded with a variety of different models CTI Application process to facilitate customers' rapid deployment and implementation of call center applications .

4. Enterprise applications CTI The meaning of the system

1、 Connect the telephone switching system to the computer system , Passing messages and instructions between two systems , Realize the integration of applications ;

2、 Through self-service , Reduce labor costs , To reduce the operating costs of the whole company ;

3、 It can greatly improve agent efficiency by reducing the waiting time of a single customer ;

4、 Improve customer experience , So as to attract and retain customers more effectively ;

5、 The agent representatives can better conduct cross selling after further empowerment , Turn the center into a profit center ;

6、 More optimized combination of human and machine , Improve the company image ;

7、 Provide secondary development interface for business application system 、 Call center Middleware LQ-SDK, It's good for division of labor and cooperation ;