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Research on Predictive Dialing System Based on Distributed Call Center
Seattle, Washington August 09-August 11
DOI Bookmark: http://doi.ieeecomputersociety.org/10.1109/SERA.2006.58Fourth International Conference on So ...
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Linhai Qi, North China Electric Power University (NCEPU)
Suxia Ma, North China Electric Power University (NCEPU)
Keqin Liu, North China Electric Power University (NCEPU)
With the growing competition in the global marketplace, the call center has become an essential part for many companies. The outbound technology of call center plays a very important role in Customer Relationship Management (CRM) and marketing. The call center of the large service companies usually has the characteristics of wide geographical distribution, high volume of calls, high efficiency and centralized data processing. With the establishment of IP network infrastructure in many large companies, a solution of a distributed IP-based predictive dialing system is discussed, which includes the architectural design, network topological structure and system functions. In the end, the benefit of developing a predictive dialing system using the virtual call center is discussed.
Citation:
Linhai Qi, Suxia Ma, Keqin Liu, "Research on Predictive Dialing System Based on Distributed Call Center," sera, pp.194-201, Fourth International Conference on Software Engineering Research, Management and Applications (SERA'06), 2006
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