呼叫中心技术在电信客服中心的应用

Call Center Technology Applied in Telecom Customer Service

呼叫中心已经在国内的电信、银行、保险、电力、快递等行业中得到了广泛的应用。作为市场热点,企业级呼叫中心建设需求呈现放量增长态势,其技术发展也非常迅速。该文以浙江电信10000号客服平台和114号百平台为例,介绍了基于传统TDM(Time Division Multiplexing)技术的呼叫中心的整体架构和第四代基于软交换的呼叫中心技术架构,并对传统基于TDM的呼叫中心技术和第四代基于软交换的呼叫中心技术作简单的比较,希望对大家有所帮助。

Call center has been widely applied in telecommunications,banking,insurance,power,express delivery industry in China.As a hot market issue, the needs of the enterprise-class call center is growing constantly,and its technology is developing very quickly.This article takes Zhejiang telecom 10000 and 114 customer service system as examples,introducing the general framework of call center which is based on traditional TDM （Time Division Multiplexing） technique and the technology architecture which is based on the fourth generation softswitch.I hope this simple comparison between the traditional call center technology based TDM and the fourth call center technology based softswitch is helpful to all.