基于VoiceXML的呼叫中心平台的设计与实现  

Design and Implement of Voice Center Platform Based on VoiceXML

作　　者：张振州[1] 王丽芳[1] 蒋泽军[1] 

机构地区：[1]西北工业大学计算机学院,陕西西安710072

出　　处：《航空计算技术》2008年第6期58-60,共3页Aeronautical Computing Technique

基　　金：国家科技支撑计划基金(2007BAH08B08)

摘　　要：通过对传统呼叫中心的分析与研究,针对传统呼叫中心的缺点,设计并实现了一种基于VoiceXML的呼叫中心平台。该平台采用开源项目OpenVXI作为VoiceXML解析器,在集成东进公司语音卡的基础上实现了语音合成、语音识别、呼叫控制等功能。利用该平台,开发人员可以轻松快捷地建立呼叫中心及各种语音增值业务。介绍了平台的总体设计和关键技术,最后给出了测试实例及运行结果。To overcome the shortcomings of traditional voice center, a new voice center platform is designed and implemented based on VoiceXML after analysis and research of traditional voice center. OpenVXI is used as VoiceXML interpreter. By integrating Dongjin voice card, the platform realizes some essential functions of call center, such as speech synthesis, speech recognition and call control. Using the platform, programmers can build call center and all kinds of voice value- added services easily. The framework is introduced and the important technologies are discussed. Finally a test example and its results are given.

关 键 词：呼叫中心 VOICEXML 解析器 语音卡 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]