客户服务中心的应用及其结构

Applications and Architecture of Customer Care

本文介绍了客户服务中心的功能和应用，及其体系结构，分别介绍了客户服务中心的主要组成部分：基于语音传真资源服务器的自动语音／传真应答子系统、基于计算机电信集成技术的ＣＴＩ子系统、自动呼叫分配子系统、人工座席台群子系统、系统管理子系统、数据库子系统以及客户关系管理等，并进一步讨论了客户服务中心的发展趋势和未来技术走向。

This paper presents the functions and architecture of customer care.Furthermore, the paper depicts the main components of customer care: interaction voice response, computer telecommunication integration, automatic call distribution, process subsystem, management subsystem, database subsystem and customer relationship management. Moreover, the paper discusses the direction of the technology about customer care.