IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
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Development of a Call Center System using CTI : A Proxy Driving System

CTI를 이용한 콜센터 시스템 개발 : 대리운전 시스템

  • Park, Sang-Sung (Division of Information Management Engineering, Korea University) ;
  • Jung, Won-Gyo (Division of Information Management Engineering, Korea University) ;
  • Shin, Young-Guen (Division of Information Management Engineering, Korea University) ;
  • Jang, Dong-Sik (Division of Information Management Engineering, Korea University)
  • 박상성 (고려대학교 정보경영공학부) ;
  • 정원교 (고려대학교 정보경영공학부) ;
  • 신영근 (고려대학교 정보경영공학부) ;
  • 장동식 (고려대학교 정보경영공학부)
  • Received : 20070700
  • Accepted : 20070800
  • Published : 2007.09.30
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Abstract

By an explosive increase of proxy driving, customers require the quick and correct services of call center. But because most call centers have an unsystematic management system, grievance of customers is continually increasing. To solve these problem, we constructed a call center system of proxy driving that is based on CTI (Computer Telephony Integration) in this paper. The proposed system is constructed using CID (Caller Identify Display) terminal, SMS (Short Message Service) and call center management program etc. Customer service level could be improved through efficient customer management by using the proposed system. Also it could be convenient and easy to implement customer management, order management, staff management, SMS and settlement of accounts.

Keywords

References

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