烟草公司建设呼叫中心应注意的几个问题

Tobacco Companies Should Pay Attention to the Building of Call Center a Few Problems

随着近年来通信和计算机技术的发展和融合,呼叫中心被赋予了新的内容。它是以高科技电脑电话集成技术(CTI)系统为基础,将计算机的信息处理功能、数字程控交换机的电话接入和智能分配、自动语音处理技术、Internet技术、网络通信技术、商业智能技术与业务系统紧密结合在一起,将公司的通讯系统、计算机处理系统、人工业务代表、信息等资源整合成统一、高效的服务工作平台。

As the communications and computer technology in recent years the development and integration, Call centers have been given a new dimension. It is high--tech computer telephony integration （CTI）--based, the computer＇s information processing, digital program--controlled tele phone switches, access and intelligent distribution, automatic voice processing technology, Internet technology, network communications technology, business intelligence technology and business systems closely integrated with the company＇s communications systems, computer processing system , Representatives of business, information and other resources integrated into unified and efficient service platform.