A Study on Web Service and SIP of Call Center Agent-Base Service

• Main Authors: Chien-Tsung Yu, 余建宗
• Other Authors: Horng-Twu Liaw
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/21895563100832262068

碩士 === 世新大學 === 資訊管理學研究所(含碩專班) === 95 === Under the industrialization along with the different technology requirements, different application systems have been developed into the market. In the past, in order to fulfill a variety of business needs at different phases, organization has built up different types of applications on heteromerous platform. Up to the present, facing a more competitive environment due to the globalization, in order to enhance organizational competitiveness and customer service quality, it is more important to integrate diversity of information systems to exalt more significant results. The most typical example is the integration between telecommunication and information system for Customer Service Call Center System. Although the computer-controlled telephony (Computer Telephony Integration, CTI) technology has been quite well-developed, the most challenge issue is how to further integrate with existing diversity of information systems or legacy systems since the integration effort is much more time-consuming and cost-plus than the cost of purchasing CTI system. As the result, how to find out a more time-saving and cost effectiveness integration approach is the major purpose of my research. My proposal is to adopt SIP (Session Initiation Protocol, SIP) which integrates from IP network and traditional telecom PSTN (Public Switched Telephone Network, PSTN) as Web-Service proxy for Customer Service Call Center. The Web-Service proxy service plays as the bridge to communicate between information systems and CTI systems so as speed up the integration efforts.