| 呼叫中心系统技术的应用研究 |
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| 引用本文： | 林诗河.呼叫中心系统技术的应用研究[J].数字社区&智能家居,2007,2(5):850-852. |
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| 作者姓名： | 林诗河 |
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| 作者单位： | 海南省电子邮政局,海南海口570206 |
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| 摘 要： | 系统研究呼叫中心系统组成,并分析ACD、CTI、IVR、人工座席等呼叫中心主要部件的具体功能。结合系统工作原理,对比讨论了三种业界主流的呼叫中心系统实现技术：排队交换机呼叫中心、语音板卡呼叫中心、开源呼叫中心,并分析了各自的优缺点。最后,描述了呼叫中心技术的发展方向。
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| 关 键 词： | 呼叫中心 CTI ACD IVR |
| 文章编号： | 1009-3044（2007）09-20850-03 |
| 修稿时间： | 2007-04-18 |
The Application Research of Call Center System |
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| LINShi-he.The Application Research of Call Center System[J].Digital Community & Smart Home,2007,2(5):850-852. |
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| Authors: | LINShi-he |
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| Affiliation: | Hainan Epost Bureau, Haikou 570206,China |
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| Abstract: | Focused on the application research of call center system. First, introduced the classic structure of call center System and the function of main components, such as ACD, CTI, IVR. and agents. Then, provided detailed coverage of three implementation techniques for call center, iricluding PBX/ACD call center, voice card call center and open source call center. And gave analysis of advantages and disadvantages of each technique. Last, described the future of call center. |
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| Keywords: | Call Center CTI ACD IVR |
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