摘要
提出了一种云呼叫中心体系架构,研究了呼叫中心平台的云化技术及商业模式,并阐述了云呼叫中心的应用前景和业务发展趋势等,为运营商呼叫中心平台云化及技术发展提供了参考。
A cloud call center architecture was presented and the call center platform cloud technology and business model were studied. The cloud call center application prospect and business trends were also described. A reference of call center platform cloud and technology development was provided for the operator.
出处
《电信科学》
北大核心
2013年第6期57-63,共7页
Telecommunications Science
关键词
云计算
呼叫中心
虚拟化
智能联络中心
cloud computing, call center, virtualization, intelligent contact center
