基于呼叫管理的服务中心研究  

作　　者：余痴 李立 邓立 李莉 

机构地区：[1]国网信产集团中电启明星信息技术有限公司

出　　处：《科技创新导报》2019年第18期1-3,共3页Science and Technology Innovation Herald

摘　　要：基于呼叫中心的服务管理系统最初是将客户的在线呼叫(电话或移动电话)传送到应答站或专家处。从那时起,随着对要转移的呼叫和响应的需求的增加,交互式语音智能响应系统已经开始慢慢建立。这种系统可以简化人力的工作,并且机器人"自动操作员"可以响应回答和处理客户的部分常见问题。在传统意义上,基于呼叫中心得服务管理系统是指基于电话和手机接入为主的呼叫响应中心,为客户提供各种响应服务。The call center based service management system initially transmits the customer's online call(telephone or mobile phone)to the answering station or expert.Since then,as the demand for calls and responses to be transferred has increased,interactive voice intelligent response systems have begun to build slowly.This system simplif ies the work of manpower,and the robot"automatic operator"can respond to answer and deal with some of the customer's frequently asked questions.In the traditional sense,a call center-based service management system refers to a call response center based on telephone and mobile phone access,providing various response services for customers.

关 键 词：智能网络 呼叫分配 交互式语音应答 

分 类 号：F274[经济管理—企业管理]