基于CTI技术实现小型呼叫中心  

THE REALIZATION OF SMALL CALL CENTER BASED ON CTI TECHNIQUE

作　　者：何为民[1] 戚英豪[1] 黄佩伟[1] 

机构地区：[1]上海交通大学电子工程系,上海200030

出　　处：《计算机应用与软件》2004年第6期43-44,共2页Computer Applications and Software

摘　　要：CTI技术已成为建设第三代客户服务中心的核心技术。本文介绍了一种小型客服中心新的构建方案 ,并设计了相应的软硬件结构 。CTI has become the core technique to establish the third generation of customer service center.This article introduces a new schema to build small customer service center and presents the corresponding software and hardware designing architecture.Later we compare it with other similar models to discuss about its economy and practicability.

关 键 词：CTI技术 小型呼叫中心 计算机电话集成 客户服务中心 呼叫流程 

分 类 号：TN919[电子电信—通信与信息系统]