PBX: Mainstream switches with CTI interface, such as AVAYA, Nortel, Siemens, Alcatel, Ericsson and NEC.
CTI: Computer Telephone Integration Server (UltraCTI), which supports many protocols such as TAPI, TSAPI and CSTA. No CTConnect)
Ivr/fax: IVR voice/fax server (ctsIVR), which supports a variety of hardware (NMS, Intel, Synway), multi-protocol, large capacity and distributed.
Monitoring-management-reporting: UltraMoitor platform monitoring alarm, UltraCMS statistical report, ctsAdmin configuration management.
Records and quality inspection: Talentel-Log records inquiry system and quality inspection system.
Multimedia gateway: UltraMCI supports fax, SMS and email processing system, ICC-WebCall service subsystem.
Customer relationship management (UltraCRM), call management, call monitoring,
Seating system: UltraCRM customer service center software, monitoring seating management software.
Database: support mainstream databases: SQL, Oracle, Sybase；; Provide DBTools management tools.
Others: computer room decoration, application server, PC, network equipment, firewall, UPS, etc.
Wherein the switch is optional. When there are 10 seats in the initial stage, there is no need to switch. When the number of seats increases in the later period, or the traffic is busy, it is necessary to consider switching. Other hardware are voice cards and industrial computers.
Plus the perimeter, the perimeter is divided into digital, analog and ip, and the seats are also divided into digital, analog and ip.
Digital perimeter, analog perimeter, digital agent and analog agent are all traditional call centers.
Ip call center is divided into ip perimeter and ordinary seats; Ordinary outside line, ip seat; There are three types of ip perimeter and ip agents.
Ip external calls are cheaper, but the call quality is poor, and they are mostly used in outbound call centers.
Ip seats are flexible and can be arranged flexibly.
The call center of ip is very dependent on the network.
The call center system should consider stability and flexibility, and the stability depends on the establishment time of the provider and the number of cases. Flexibility is mainly reflected in whether the process can be flexibly customized and whether the operation is humanized.