| 客户联络中心管理系统应用 |
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| 引用本文： | 吕强.客户联络中心管理系统应用[J].数字社区&智能家居,2006(8). |
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| 作者姓名： | 吕强 |
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| 作者单位： | 杭州师范学院信息工程学院 浙江杭州310036 |
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| 摘 要： | 客户联络中心的应用作为现代企业的一个先进管理手段已在国内得到越来越广泛地使用,其价值可充分体现在提升企业服务质量和核心竞争力;增加企业直销,降低中间周转和营运成本;有效改善企业内部管理机制,优化服务层次,提高工作效率。
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| 关 键 词： | 呼叫中心 计算机电话集成中间件 专用分组交换机 数据转换服务器 自动号码识别 INTERNET信息服务 |
Customer Contact Center Management System Application |
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| LV Qiang.Customer Contact Center Management System Application[J].Digital Community & Smart Home,2006(8). |
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| Authors: | LV Qiang |
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| Abstract: | The application of Customer Contact Center,as an advanced management means for modern enterprises, has been more and more widely used throughout China. Its value may be reflected from the following aspects:upgrading service quality of enterprises and core competitiveness, increasing direct selling for enterprises, reducing medial turnover and operating cost, improving internal management organization of enterprises efficiently, optimizing service grade and enhancing working efficiency. |
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| Keywords: | Call Center Middleware of Computer Telephone Integration (CTI) Private Branch Exchange (PBX) Data Transformation Server (DTS) Automatic Number Identification (ANI) INTERNET Information Services(IIS) |
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