VoIP技术及其与Call Center的融合

VoIP and Its Integration with Call Center

介绍了VoIP及其相关技术,呼叫中心技术,着重研究VoIP技术与呼叫中心系统的融合。进而介绍了三种IP呼叫中心方案,并重点从排队技术上进行比较和分析,同时给出了IP呼叫中心的实际应用举例。

This paper introduces the technology of VoIP and Call Center, concentrates on the integration of these two technologies. It also introduces three IP Call Center solutions, then compares and analyzes the three solutions on the technology of queue, finally presents examples of IP Call Center solutions.