新一代电力客户服务中心方案的实现

The implementation of the next generation call center in power system

在与两种传统的呼叫中心构建方式 (PC方式和ACD方式 )进行比较的基础上 ,阐述了基于可编程智能语音交换机的新一代呼叫中心的体系结构及其优点 ,并详细介绍了其在电力系统中的应用。

This paper presents the constructure and virtue of the next generation call center based on the programm intelligent voice exchange by comparison with the two traditional constructions of call center(PC mode and ACD mode),and introduces particularly its application in power system.