铁路电话订票系统中呼叫中心技术的应用研究  

Research on application of call center technologies in Railway Telephone Ticketing and Reservation System

作　　者：徐东平[1] 吕晓艳[1] 李聚宝[1] 林湛[1] 杨靖华 

机构地区：[1]中国铁道科学研究院电子计算技术研究所,北京100081 [2]运河中学,北京101100

出　　处：《铁路计算机应用》2013年第4期22-25,共4页Railway Computer Application

摘　　要：本文分析和研究铁路电话订票系统中呼叫中心的若干关键技术,结合铁路电话订票系统的业务流程,设计超大规模的自助语音铁路电话订票系统,弥补了传统铁路售票、咨询服务的不足。The author focused on analysis and study of key technologies of call centers in Railway Telephone Ticketing and Reservation System. With the combination of business process of the System, the super scale self-service Railway Telephone Ticketing and Reservation System with automatic voice guidance was design which filled the shortage of traditional way of railway ticketing and consulting services.

关 键 词：铁路电话订票系统 呼叫中心 关键技术 

分 类 号：U293.22[交通运输工程—交通运输规划与管理] TP39[交通运输工程—道路与铁道工程]