CALL CENTER AUTOMATION

The project “Call Center Automation” automates the operations of a call center by

giving replies to the customer’s queries. By adding more entries to the data base

store, the application can respond to more number of queries from the customers.

The importance is given on giving correct reply to the input queries.

The process of the call center management can be easily explained by means of the

Data Flow Diagram. The project gets the queries from the various customers and

stores them in a centralized data store. When there are number of queries the queries are stored up in a queue and then the queries are processed one by one

There are separate blocks called data recognizer for recognizing the data, i.e.

queries, and data interpreter for interpreting those queries. The input query from

the customer is first recognized by the data recognizer by comparing with the

entries in the data base store. In the database the solution for each and every query

is stored and maintained. Then it is interpreted as what type of query it is and how

it should respond to the query. The input query is compared with the queries in the

database store. The solution for the input query is founded. The information service

switch switches the application between different types of distributed services. The

final result, the reply to the customer’s query is obtained at the end.

Front End : VB.Net

Back End : SQL Server