• Journal of Information Technology Applications and Management
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• v.12 no.1
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• pp.241-259
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• 2005

This study explores a model of partnership to the success of outsourcing CTI(computer telephony integration) based customer service centers of a telecommunication service company. The motivation of the study is to extend the research on IT outsourcing to IT-enabled BPO of customer service centers as a specific IT outsourcing practice. Previous research on IT outsourcing partnership and success is reviewed for developing an a research model of IT-enabled BPO. This model is proposed based on the previous partnership success models in information systems research. The results of the study confirm major factors related to successful IT-enabled BPO in previous research. Especially, the specificity of a contract and strategic collaboration in partnership are found to be influential on the success of IT-enabled BPO.

• IE interfaces
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• v.15 no.4
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• pp.391-400
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• 2002

The internet call systems using CTI(Computer Telephony Integration) functions are designed with system configuration, DFD(Data Flow Diagram) and ERD(Entity Relationship Diagram) in this paper. The internet call systems are constructed to cooperate with conventional CTI call center. The internet phone calls occurred from the web browser of customer can be connected throughout VoIP gateway and PBX to many counselors. The internet call systems can provide various services; customer information service, escorted browsing service, text chatting service, text sharing service, conference service, and statistical analysis service.

• Journal of the Korea Society of Computer and Information
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• v.4 no.2
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• pp.46-60
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• 1999

Recently, CTI (Computer Telephony Integration) technology has been widely applied to various area such as video conference, file transfer, voice mail, automatic message transfer and automatic redial, integrated messaging and network fax. In this paper, an administrative affairs supporting system using call control mode of CTI is designed. To improve inefficient processing of job due to heavy calling from entrance candidates during entrance examination of a college, the system is developed. The database of the system is desigend using object modeling technique. Also, the automatic calling and response system using CTI call control mode is implemented. Especially, to interface with voice of candidates who ask whether they pass or fail the entrance examination of the college, TTS(Text To Speech) module is developed.

• Proceedings of the Korea Information Processing Society Conference
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• 2003.05b
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• pp.803-806
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• 2003

CTI(Computer and Telephony Integration) 기술이 1970년대 처음 선 보인 이래, 정보통신 기술의 눈부신 발전과 함께 그 인기가 날로 높아져 가고 있다. 정보기술(Information Technology)의 발전으로 향상된 컴퓨터의 기능을 활용한 다양한 서비스가 출현하면서 고객과 기업간의 상호 접촉이 증가되고 있다. 과거의 CTI기술은 Inbound 위주의 Voice and Call Communication 만을 위한 소극적인 개념이었으나, 현재의 대 다수의 기업들은 좀더 발전된 CTI 기술을 활용하고 있다. 최근 들어 기업간의 경쟁이 치열해지고 고객에 대한 우위를 높이기 위해 새로운 돌파구가 필요했다. 이에 대한 경영 솔루션으로, 인터넷 환경을 통합한 CITI(Computer and Internet Telephony Integration)와 eCRM 개념을 활용한 시스템의 사용으로 질 높은 서비스와 매출증대, 경비절감 등과 같은 경쟁력을 개선시킬 수 있었다. 본 논문은 CTI 기술과 CRM 개념을 활용한 시스템을 설계 구현하였다 이는, 전화의 호 전송, 호수신, 호 전달 등의 기능과 CTI 와 사설교환기(PBX)의 링크를 통합한 시스템이다. 제안된 시스템은 콜센터(Call Center)나 기타 고객의 접촉이 집중된 기업에 응용 되도록 설계되었다.

• The Magazine of the IEIE
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• v.24 no.7
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• pp.59-65
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• 1997

본 고에서는 사설교환기와 LAN을 중심으로 전화와 컴퓨터를 통합하여 업무효율을 도모하는 CTI(Computer Telephony Integration)에 대한 기본구조, 응용 프로그램, 구성 요소 및 기타 관련 장치들을 설명한다. 또한 CTI를 좀 더 효율적으로 구축하고 이용하기 위한 통신망에서 고려해야 할 사항과 통신사업자들이 오랜기간 동안 추진하고 있는 광의의 CTI 개념인 지능망에 대해서도 간략히 알아본다.

• IE interfaces
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• v.20 no.3
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• pp.309-314
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• 2007

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.

• Digital Contents
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• no.3 s.70
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• pp.56-63
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• 1999

국경도 없는 무한 경쟁의 상황하에서 경쟁을 위한 전략적 무기로서 정보기술은 결정적인 경쟁의 관건으로 인식되고 있다. 특히 최근에 부각되고 있는 이슈들 중에 CTI(Computer Telephony Integration), 인터넷 마케팅, 데이터베이스 마케팅(Database Marketing:DBM)등이 있다. 이들 요소들의 개념, 연계성, 구축방법에 대해 살펴본다.

• Proceedings of the Korea Information Processing Society Conference
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• 2003.05c
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• pp.1859-1862
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• 2003

컴퓨터와 통신망이 결합되고, 인터넷 접속 채널이 다양해지면서 다중 채널의 활용이 가능해졌다. 본 논문에서는 컴퓨터 통합기술이 응용되어 다양한 정보가 통합되고 활용되는 영역을 살펴보았고, 모바일 채널 도입에 따른 유무선 통합 환경의 정보시스템 연계를 위한 채널 응용 및 활용에 대해 살펴보았다. 크게 컴퓨터와 통신망의 결합에 의한 CTI (Computer Telephony Integration) 개념의 기술을 활용한 채널 응용분야와 유무선 인터넷 채널통합(Channel Integration)에 따른 모바일 채널 응용분야에 대해 살펴보았다.

• Journal of the Korea Society of Computer and Information
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• v.12 no.2 s.46
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• pp.307-314
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• 2007

FDS (Franchise Distributed System) which can efficiently control and manage the resources like food, liquid and services is required in many distributed system related areas like SCM (Supply Chaining Management) and ECR (Efficient Consumer Response). But, established system, such as used PC and Internet or CTI (Computer Telephony Integration) that need other equipment and expenses. And these have many problems, as voices record or recognition, not spreaded. To solve those problems, we design and implemented Web Card Checker for Franchise Distribution. Our system used card checker machine, not make additions, which can order raw materials like SCM as well as managed distributed processes.

• The Journal of the Korea Contents Association
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• v.7 no.11
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• pp.59-68
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• 2007

According to the development of service industry recently, the use of call taxi service is increased to use a taxi more comfortably. But related firms hesitate to construct a call center on account of enormous expense of constructing. Hence we developed the system that can minimize expense of constructing a call center which use a cellular phone. The proposed system is different from the existing call system of using a terminal method. we designed by applying UML(Unified Modeling Language) the system that can integrate and manage operations of customer management, driver management, order management and settlement of accounts etc. more efficiently using CTI(Computer Telephony Integration). Then the designed system is constructed by using Visual Basic 6.0. For implementing CTI more effectively, calling number of customer is received in PC using CID that is commercialized and then the customer's information is retrieved in the Database in real-time. The system proposed in this paper is possible to construct at low expense, can improve customer service level through an efficient customer management solution.