| 基于CTI技术的社区呼叫中心的应用开发 |
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| 引用本文： | 杜玲玲.基于CTI技术的社区呼叫中心的应用开发[J].计算机工程与设计,2009,30(24). |
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| 作者姓名： | 杜玲玲 |
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| 作者单位： | 华东交通大学,江西南昌,330013 |
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| 基金项目： | 国家863高技术研究发展计划基金项目 |
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| 摘 要： | 阐述了基于CTI技术的呼叫中心解决方案的优势,以南昌市社区呼叫中心系统为应用,对系统的物理架构及软件开发过程进行了设计分析,并针对系统在东湖区试点运行后出现的问题,在架构分层和业务内容上改进了设计.实践结果表明,系统在功能上呈现了新特性,实现了崭新的社区服务理念和增值业务,为企业和政府机构建设呼叫中心系统提供了现实参考意义.
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| 关 键 词： | 计算机电信集成技术 呼叫中心 分层设计 知识库 |
Application development of community based on CTI technology |
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| DU Ling-ling.Application development of community based on CTI technology[J].Computer Engineering and Design,2009,30(24). |
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| Authors: | DU Ling-ling |
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| Abstract: | On the advantages of CTI-based call center technology solutions are described. Nanchang community of call center system is taken as application to analyze the system' s physical architecture and software development process, and according to the problem of run in east lake pilot, an improved framework is put forward. Practice prove that system at a function on a new identity, a new community service ideas and value-added services are achieved. This can be for enterprise and government institution-building call centers to provide real significance. |
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| Keywords: | J2EE CTI technology call center J2EE multiple-layer design knowledge base |
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