对一种集成应用系统的研究  

Research on an integrated application system

作　　者：夏传良[1] 刘秀婷[1] 

机构地区：[1]山东建筑工程学院计算机科学与技术系

出　　处：《计算机工程与设计》2005年第12期3174-3175,3240,共3页Computer Engineering and Design

基　　金：国家自然科学基金项目(60073013)

摘　　要：针对企业现存对外交流的信息平台所存在的不足,提出了将计算机电话集成技术系统与客户关系管理系统进行集成的方案,阐述了计算机电话集成技术系统与客户关系管理系统的原理及相关技术,给出了集成间的数据接口的定义,阐述了计算机电话集成系统智能路由的数据传输协议。利用该集成技术,可为企业改善服务,提高用户的满意度,促进企业经济效益的提高。The scheme of integration of computer telephony integration and customer relationship management is put up, according to shortcoming of information area for enterprise＇s foreign intercommunion recently. The principle and key technology of integration of computer telephony integration and customer relationship management are introduced. The Data Interface of the Integrated Application System is defined. Data Transfer Protocol for intelligent route of computer telephony integration is defined importantly. Using the integration system can improve the customer＇s service of enterprises, the degree for satisfaction of clients, and also can increase the economic benefit of enterprises.

关 键 词：集成系统 接口 智能路由 管理系统 集成技术 

分 类 号：TP393[自动化与计算机技术—计算机应用技术]