Research on Predictive Dialing System Based on Distributed Call Center
Linhai Qi, Suxia Ma, Keqin Liu · 2006
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