|
CTI technology is a combination of computer and telecommunication,which has been widely used in different areas for different industries and play a important part in modern information society.As a typical application of CTI technology,Call Center is a integrated information system which combines many technologies such as CTI,Program-Controlled Switch,Computer Network. Although the vast majority of large enterprises on the market call center systems have been built and put into use, but they are heavily invested in companies established in the case of large-scale call center system, but also requires a large number of full-time operation with staff, managers etc., operating and maintenance costs are relatively high. However, for a huge number of small and medium enterprise groups, they all build their own call center systems also have urgent needs, the paper card through the development of voice-based call center system, just to meet this market demand.Systems to telecommunications, electricity, water, gas, property management companies as the cost of calls research background, the user can set their own conditions and reminders of calls means, according to the amount of arrears, arrears time different situations, time or revolving basis, with the computer automatically dials the telephone payment advice users work. Inform the content and process can be set in advance according to plan, standardize services, processes and ways to avoid the notification process is affected by human factors, to improve service efficiency.In this dissertation, small and medium business users arrears automatic reminder reminder system design and development process, according to the theory of software engineering, systems and methods described business processes, analyze the system data flow diagram, and determine the system’s overall goal, according to the needs analysis of export structure and logic of the system function modules. This paper focuses on the development of key technologies and system controls, voice card programming, text to speech TTS technologies and interactive voice response IVR technology and its practical application.The system chosen Synway the USB SHT-2B voice card as hardware, using Microsoft development tools, Visual C + +, database, using SQL Server 2005, using ADO, GDI, COM, TTS and IVR technology, combined with SYNWAY_PCI (USB) drive to provide development Kit SDK and API functions to be achieved. Through the actual operation that developed the cost of calls based on voice-card call center system to achieve the desired goal, to meet customer needs.
|