小型呼叫中心系统的设计及应用

Design and Application of Small-sized Call Center

呼叫中心是将通信、计算机网和信息技术紧密融合的基于CTI技术的系统。近年来,随着市场经济的发展和人们生活节奏的加快,中小型企业服务的标准化、客户化和定制化成为了市场竞争的重要手段。而呼叫中心作为实现这些重要手段的方式之一,也越来越受到中小型企业和电信运行商的关注。简要介绍了小型呼叫中心的组成、硬件和软件架构,并以某燃气公司的呼叫中心系统的设计为例,介绍小型呼叫中心的典型应用。

Call center is a system based on CTI technology which integrates with communication,computer networks and information technology.In recent years along with the development of market economic and the increasing of people＇s rhythm of living,standardization,customization and servicesation of the medium-sized and small enterprises turn into an important competitive approach.Call center as an important significant way of achieving this approach has attracted increasing attention of the medium-sized and small enterprises and telecom operators.Introduces the design of architecture,hardware and software of a small-sized call center,and then introduces the typical application of this type small-sized call center by analyzing the call center system of a gas company.