The invention belongs to the technical field of the mobile communication, and specifically relates to a call center interaction system and method. The interaction system comprises an interaction module for receiving original information transmitted from a user telephone terminal, wherein the original information comprises service mode information selected by the user and the telephone number of the user; an analysis module for analyzing the original information, acquiring and recording the service mode information and the telephone number of the user; if the analyzed service mode information is the self-service information, the interaction system enters the self-service mode and queries the first database operation interface information corresponding to the self-service information. The system can be used for the customer service call center, so that the interaction system is simple in structure and higher in automatic efficiency, and the service efficiency is further improved.