摘要
公司必须具备在呼叫中心的运营管理、成本控制以及随时改进工作流程的能力,才能实现呼叫中心在建立企业竞争优势方面的作用.朗讯科技的DEFINITY企业通信系统(ECS)通过基本呼叫管理系统(BCMS)和配套软件,以及CentreVu呼叫管理系统(CMS)来支持呼叫中心管理.其中基本呼叫管理系统可以满足大多数呼叫中心的要求,呼叫管理系统则是朗讯科技推出的呼叫中心管理系统.这两套系统可以同时使用,也可以独立使用.
Lucent Technologies is the forerunner of worldwide call center technology. Its call center solution based on Bell Labs innovations can meet enterprises' various requirements and help them realize their business targets. An overall introduction to Lucent Technologies' complete call center solution is published in the previous issue of Modern Science & Technology of Telecommunications. Its main components include Intelligent Network, Automatic Call Distributing System, Interactive Voice Response System, Computer Telephone Integration System, Call Management System, Work Force Management System and so on. The system also contains such advanced features as Lucent Technologies CentreVu Virtual Routing, Expected Waiting Time technology and Call Management System, which are stressed in detail in this paper.
出处
《现代电信科技》
1999年第7期39-41,共3页
Modern Science & Technology of Telecommunications
