| 呼叫中心核心技术的创新与实现 |
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| 引用本文： | 景博,陈明,郭冠清.呼叫中心核心技术的创新与实现[J].计算机工程与应用,2002,38(15):177-178,184. |
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| 作者姓名： | 景博 陈明 郭冠清 |
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| 作者单位： | 1. 西北工业大学,西安,710072
2. 中国人民大学,北京,100872 |
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| 摘 要： | 该文在分析我国呼叫中心(CallCenter)技术现状的基础上,系统地介绍了笔者在呼叫中心核心技术(CTI、IVR、ACD)方面多年的研究成果,试图填补我国在该领域理论上和技术上的空白,并期望推动我国呼叫中心健康发展。
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| 关 键 词： | 呼叫中心 CTI IVR ACD |
| 文章编号： | 1002-8331-(2002)15-0177-02 |
The Innovation and Realization of the Core Technology for Call Center |
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| Jing Bo,Chen Ming,Guo Guanqing.The Innovation and Realization of the Core Technology for Call Center[J].Computer Engineering and Applications,2002,38(15):177-178,184. |
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| Authors: | Jing Bo Chen Ming Guo Guanqing |
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| Affiliation: | Jing Bo 1 Chen Ming 1 Guo Guanqing 21 |
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| Abstract: | This article analyses the present condition of Call Center technology in China and introduces the authors' study achievements on the core technology for call Center(CTI ,IVR,ACD)in recent years.The authors try to fill in the gaps about theory and technology in this field,and to promote the sound development of Call Center. |
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| Keywords: | Call Center Computer Telecommunication Integration(CTI ) Interaction Voice Response(IVR) Auto Call Dis-tribution(ACD) |
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