摘要
呼叫中心作为一种能充分利用现有通信手段和计算机技术的全新现代化服务方式,已引起越来越多人的关注.随着全球范围内商业竞争的日趋激烈,企业更是将呼叫中心视为在竞争中出奇制胜的法宝.近年来,呼叫中心在世界各地呈现出高速发展势头,全球每年由呼叫中心促成的销售额已高达6500亿美元.专家预测,在即将来临的21世纪,呼叫中心将会迅速发展成为全球商业竞争的焦点.
As a modern service method that can make the best use of existing communications means and computer technologies, call center is increasingly attracting people' s attention. With the intensifying of world business competition, call center is regarded as a magic weapon to win the victory. Lucent Technologies' call center solution can totally meet customers' needs. Firstly, the history of call center is described in this paper. Then the applications and components of Lucent Technologies' call center solution are introduced in detailed, including the Intelligent Network, Automatic Call Distributing System, Interactive Voice Response System, Computer Telephone Integration System and so
出处
《现代电信科技》
1999年第6期50-55,共6页
Modern Science & Technology of Telecommunications
