诸暨广电呼叫中心的建设实施  

Construction and Implementation of Call Center of Zhuji Radio and Television

作　　者：周忠瑞[1] 

机构地区：[1]诸暨市广播电视台,浙江诸暨311800

出　　处：《中国有线电视》2011年第1期71-73,共3页China Digital Cable TV

摘　　要：呼叫中心是连接广电与用户的桥梁,又称为客户关系管理系统(CRM)。诸暨广电呼叫中心基于IVR/CTI服务器实现呼叫中心的IVR、ACD、CTI和外拨等功能。阐述了诸暨广电呼叫中心的软硬件结构和基本功能,以及软件系统在广电呼叫中心的应用。Call center is a bridge connected users with Zhuji Radio Television,which also be called as customer relationship management system（CRM）.Base on IVR/CTI server,Zhuji Radio and Television call center achieves many functions,such as IVR、ACD、CTI and outbound capabilities.This paper describes the construction of software and hardware structure of the Call center,as well as its basic functions,and discusses the application of the software system in the broadcasting of the call center.

关 键 词：呼叫中心 CTI IVR 客户关系管理系统 

分 类 号：TN99[电子电信—信号与信息处理]