基子下一代呼叫中心实现非语音类业务的研究  

Research on implementation of non-voice service based on next gerenation call center

作　　者：徐莉娜[1] 杨剑康[1] 

机构地区：[1]上海大学通信与信息工程学院,上海200072

出　　处：《电子技术应用》2007年第10期102-104,109,共4页Application of Electronic Technique

摘　　要：在下一代网络的背景下,介绍了下一代呼叫中心的概念、网络结构和网元;以实现融合业务为目标,重点提出传真、短信、Web这三种非语音类业务在下一代呼叫中心架构上的可行方案;同时,对该方案的优点做了详细分析。The concept of Next Generation Call Center is presented on the background of NGN, and its network structure and net elements are followed. Then the feasible schemes for three non-voice services such as fax, short message and web based on Next Generation Call Center are put forward, aiming at implementing convergence services, which are the emphases in this paper. And the advantages of the schemes are analyzed between the lines.

关 键 词：下一代呼叫中心 融合业务 非语音类业务 

分 类 号：F270.7[经济管理—企业管理]