1、General description:

Call Center, also known as Customer Service Center, is a center that can quickly distribute large-scale information with accuarcy,kindness and friendness and can automatically handle the business and answer to it. In this center,Computer technology  and telecommunications technology blend together through telephone,thus making computer technology and voice technology perfectly combine.

2、Application to the system

Customers can access customer service system through customer terminal equipments (telephone, computer, etc.), and customers can select the needed services according to the automatic voice prompt of the switches,and then it will switch to Auto-Answer Platform (Call Center hardware platform that is) through call routing or by connecting  an operator according to the information input. If it reaches the auto-answer platform ,it will automatically play voice guiding. Based on customer input,it will automatically broadcast the needed information  which can be the voice messages that record in advance, or can be got from the center database by accessing a center database interface .Through real-time text to speech (TTS), the information will be converted into voice and accordingly be broadcasted to the customer.

Customer Service Center’ Structure as the below:

3、application to the industry

• Telecommunications Industry:Business Reception, telephone fee inquiry, business consultation, malfunction declaration, complaints / suggestions acceptance, arrears notice, users ’ssatisfaction capacity collection, business reports, and telephone marketing,etc.

• Electrical Power Industry: electricity utilization service, electricity business consultation, electricity consumption quantity and electricity fee inquiry, electrical fault report, complaints ,suggestions and defaulting tips.

• Postal service: business inquiry,consultation and acceptance, customer complaints and suggestions, customer surveys and customer notification, and phone banking.

• Banking : business consultation and inquiry,accounts inquiry,business acceptance ,customer complaints and suggestions,financial value-added services,etc.

• Security:entrusted business transaction,quotations and information inquiry, professional wealth management service , material-obtaining business consultation,complaints and suggestions,etc.

• Government；Mayor’s hotline , complaints and reports,consultation services, policies and regulations inquiry, public opinion surveys, law enforcement scheduling,etc.

Intelligent Call Center hardware platform consists of the following hardware components:

1、ICP-410  , 4U19 "Embedded Integrated Workstation is a new design

2、PS-400  with  400W PFC power supply can ensure reliable operation of the system a long time is safe and reliable .

3、ICA-6114P4 (8ISA/2PICMG/4PCI), whose backplane is optional and expansion is strong , configuration is flexible, Can meet the expansion of  multi-user multi-channel acquisition and multi-control.

4、ICA-945G with Soket 775 and PICMG bus dual-core full-size card, with LAN, Audio, Video,has good compatibility and stable performance, can be a long non-stop running.

5、 Kingston DDRII 1G memory, genuine original, high speed, high-quality.

6、DiamondMax 320G/7200 HD makes data retention better ensure and more secure by using the anti-vibration Technology .