摘要
随着通信及网络技术的发展,基于固定电话网的传统语音通信业务已经不能满足人们的需求。为了寻求新的发展,固网电信运营商在网络融合、业务融合方面必须要有新的举措。基于下一代网络(NGN)的下一代客服呼叫中心(NGCC)就此应运而生。文中旨在对下一代客服呼叫中心的基本概念、结构、特点及关键技术演进趋势做一些探讨。
With the development of telecommunication and Intemet technology, the traditional tone communicating service based on fixed - line network can not meet people＇s requirement. In order to seek for the new development,fixed- line network has the new behavior in the network and business fusion. As a result, according to the next generation call center of the next generation network （NGN） arising. Aims at discussion about basic coneeption,struetttre,eharaeteristie and key trend of technological gradual progress of the next generation call center.
出处
《计算机技术与发展》
2007年第4期27-29,33,共4页
Computer Technology and Development
