The development of Call Center has always been closely related to networks and communications technology.The Converged Communications Technology that develops rapidly and popularizes well has been regarded as the drive of comprehensive optimization and upgrading of call center.In this paper,the call center development and evolution of strategy were explained:the Converged Communications Technology has brought new telecommunications "outsourcing" services exactly for call center operators - the so called "hosted" services model,with the introduction of integrated communication system technology,the hosted call center system is able to form new functions that beyond the traditional mode,like UMS,Web Call,self-service IVR,intelligent ACD, SMS,billing,routing flexibility:and the in-depth integrated "innovation" provided by the business mode and network technology will strengthen the developing ability of call center,such as enhancing the experience of customer consistency of service,improving the efficiency of business operations,reducing operating costs,and taking the initiative to integrate the background data exploring.This paper further emphasized the specific ideas and design of technology business mode that based on the fixed-mobile convergence,voice,data integration,and integrated network calls.Through the innovative idea of business model and analyzing of specific systems,the integrated proposal of software and hardware,together with information processes reformed by such hosted services has been laid in-depth study,and has been proved to be feasible, reliable and realizable through the system experiment and commercial testing verification system.
