Architecture of dispersive call center system based on three-layers
Kim Hua Tan · Jisuanji gongcheng · 2004
Call Center is also called Customer Service Center, and it's a typical application of CTI (Computer telephony Integration) technology. In this paper, the advantage and disadvantage of conventional centralized call center system were analyzed, and then new software architecture of Call Center system, including the CTI platform, the Interface of application and the gather of operations was presented. The advantage of the architecture was that the platform was independent of the operations, and the operations can be developed and loaded onto the platform dynamically and smoothly.