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利用CTI技术把语音和数据相结合的呼叫中心已成为政府服务的焦点,以及沟通公众与政府的桥梁。本文在研究呼叫中心和计算机电话集成关键技术的基础上,提出了基于CTI的呼叫中心解决方案,完成了劳动保障电话咨询服务中心的方案设计。 相似文献
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通过对基于可编程交换机呼叫中心平台的研究,本文对比了基于语音板卡的呼叫中心,结合CTI中间件等技术提出可编程交换机呼叫中心体系结构,给出多进程消息队列处理的ACD排队机制具体实现方式,并描述了业务逻辑功能和程序的数据结构。 相似文献
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ZHANG Rui 《数字社区&智能家居》2008,(34)
随着通信技术、计算机技术和互联网技术不断的发展融合,产生了一种全新的CTI(Computer Telecommunication Integration)技术,利用CTI技术可以把语音和数据传输相结合,充分发挥各自的优点,而通信增值服务是在CTI技术的基础上迅速发展的一种全新增值服务方式,其中最重要的应用就是呼叫中心系统的发展,是未来通信领域中增值服务的发展趋势,具有很大的发展商机和研究价值。 相似文献
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由中国国际贸易促进委员会电子信息行业分会、中国国际商会电子信息行业商会主办的“中国呼叫中心运营与客户关系管理展会”,将于2003年4月9日~11日在北京国际会议中心举行。现代的呼叫中心,应用了计算机电话集成(CTI)技术使其服务功能大大加强。CTI技术是以电话语音为媒 相似文献
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呼叫中心是指通过互动式语音应答和人工坐席通信为客户提供协助和咨询的交互式增值服务的系统。传统的呼叫中心更多的依赖于硬件实现,且不易扩展。此文提出了一种基于SIP协议的呼叫中心,与传统的基于CTI技术的呼叫中心相比,有更好的扩展性和灵活性;同时此系统可以通过Internet网络传输远程呼叫大大节省了通话费用。 相似文献
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目前企业对呼叫中心的需求不断上升,据Frost&Sullivan(中国)咨询公司与CTI论坛预测,2003年中国呼叫中心市场规模为22.7亿元,增长率达46%。经过多年的发展,呼叫中心的服务内容、服务方式、服务技术以及服务领域等各方面都发生了巨大变化。同时呼叫中心技术也经历了从传统PBX到CTI呼叫中心、IP呼叫中心的演进,面对众多的厂商和技术,如何选择适合自己需求的呼叫中心方案?事实上,目前呼叫中心的技术发 相似文献
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随着 CTI 技术的逐渐成熟并且在呼叫中心中得到广泛接受,CTI 已经明显成为一种关键应用技术,部署 CTI 的公司已经充分享受到了它的好处:更短的客户响应时间、更高的工作人员使用效率以及更高的数据按需使用可用性。但是,大多数呼叫中心仍然没有实现Internet 时代应该给予的更大承诺:因为到达呼叫中心的内容已不再仅仅是客户话音。各种新的交互信息类型,例如:电子邮件、传真、网上聊天、网上回呼等在传统呼叫中心的条件下还没有发挥出更大的优势。因此如何管理多种媒体类型、准确报告呼叫中心活动、提取历史记录信息以支持业务决策以及分配呼叫中心资源以实时响应业务需求变化——这就是全面交互管理(TIM)。惠普公司结合客户业务模式的发展和 IT 技术的发展,推出的 HP e@CallCenter 呼叫中心解决方案,就是全面交互管理的理念的具体体现。 相似文献
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为了保证话音、视频、数据等综合业务在计算机网络通信中的服务质量QOS,需要解决优先级控制问题。为此,在保证高优先级帧尽可能优先发送,同时适当兼顾低优先级,特别是最低优先级帧发送的前提下,首次提出了“改进型轮询方式”,从而扩展了轮询介质访问方式在综合业务总线LAN中的应用。模拟实验表明,改进后的协议提高了综合业务总线LAN的QOS。 相似文献
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Kessels J.L.W. 《IEEE transactions on pattern analysis and machine intelligence》1988,14(10):1424-1431
A local area network (LAN) design based on a ring topology is presented which can support both packet-switched and circuit-switched traffic. The packet-switching service is reliable in that the LAN controllers deal with all protocol problems, i.e., medium arbitrations as well as flow and error control. The service can meet real-time constraints, since the performance is stable under high load conditions and the arbitration delays are bounded. Moreover, the processing speed of the LAN controller is independent of the transmission speed, and the speed requirements are such that they can be met by a microprocessor (no need for dedicated hardware to process the information on the fly). Before the design of PHILAN is presented, an analysis is given of the protocol problems that have to be dealt with when establishing a reliable packet-switching service on a LAN 相似文献
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《Computers & Operations Research》2001,28(13):1347-1366
Setting up an ATM LAN with such equipment as ATM switches and cables is known to be of high price. The setup cost can be minimized with optimal design while providing the required bandwidths for all demand pairs to maintain the quality of service (QoS) requirement. In this paper, we suggest a combined optimization problem for determining optimal locations of switches, interconnections, and their capacities which can be utilized in designing ATM LAN. Two integer programming (IP) formulations are provided for the optimal network design problem. Also, the well-known Lagrangean relaxation technique is applied to solve the IP formulations. With the algorithms, we can also obtain time-efficiency as well as upper and lower bounds of the optimal objective value. To validate our design approach, various test examples are shown. High-quality solutions for ATM LANs with average error range of about 2.2% are generated.Scope and purposeLocal area networks (LANs) have been widely used all around the world. Recently, the service demand of users is remarkably increasing while the hardware such as a switch with high performance is coming into the world. To accommodate the service demand while maintaining a quality-of-service (QoS) level, ATM technology has been suggested and studied for an improved future communications network. As an interim solution for the improvement, the idea that applies ATM technology to the existing LAN is proposed. The prices of network components such as ATM switches and links in an ATM LAN are known to be much higher than that of the conventional LAN systems. Focused on the characteristics of the high performance and future ATM technology, we study the cost-effective design of an ATM LAN. 相似文献
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因特网带来数字信息量的快速增长,局域网中传统的服务器由于繁多的功能已经不堪重负,网络存储技术的兴起为海量数据存储提供了解决途径。针对中小型企业的局域网,该文提出在成熟的IP网络中配置附网存储设备(NASD,Network-AttachedStorageDevice)作为企业数据集中存储的解决方案。在开发的NASD主模块中,优化的Linux操作系统和网络服务程序安装在一块固态电子盘中,和数据磁盘分开。经过初始化的配置后,管理员和用户可以在局域网中通过网页登陆NASD,进行管理和数据访问。利用Benchmark(标准检查程序)对开发的附网文件存储服务器进行了性能评测,试验结果表明服务器具有良好的数据输入输出(I/O,Input/Output)性能。 相似文献
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Plamen Prodanov Andrzej Drygajlo Jonas Richiardi Anil Alexander 《Intelligent Service Robotics》2008,1(1):3-26
The main task of a service robot with a voice-enabled communication interface is to engage a user in dialogue providing an access to the services it is designed for. In managing such interaction, inferring the user goal (intention) from the request for a service at each dialogue turn is the key issue. In service robot deployment conditions speech recognition limitations with noisy speech input and inexperienced users may jeopardize user goal identification. In this paper, we introduce a grounding state-based model motivated by reducing the risk of communication failure due to incorrect user goal identification. The model exploits the multiple modalities available in the service robot system to provide evidence for reaching grounding states. In order to handle the speech input as sufficiently grounded (correctly understood) by the robot, four proposed states have to be reached. Bayesian networks combining speech and non-speech modalities during user goal identification are used to estimate probability that each grounding state has been reached. These probabilities serve as a base for detecting whether the user is attending to the conversation, as well as for deciding on an alternative input modality (e.g., buttons) when the speech modality is unreliable. The Bayesian networks used in the grounding model are specially designed for modularity and computationally efficient inference. The potential of the proposed model is demonstrated comparing a conversational system for the mobile service robot RoboX employing only speech recognition for user goal identification, and a system equipped with multimodal grounding. The evaluation experiments use component and system level metrics for technical (objective) and user-based (subjective) evaluation with multimodal data collected during the conversations of the robot RoboX with users. 相似文献
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贾浩 《数字社区&智能家居》2007,(15)
文中讨论了通过互连网对远程局域网实现控制的原理;在控制端和受控端制定的通信规约基础上,实现控制端对受控端局域网控制包含获取局域网服务和局域网文件下载. 相似文献
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贾浩 《数字社区&智能家居》2007,3(8):656-656,659
文中讨论了通过互连网对远程局域网实现控制的原理;在控制端和受控端制定的通信规约基础上,实现控制端对受控端局域网控制包含获取局域网服务和局域网文件下载。 相似文献