我国CTI、呼叫中心和CRM技术的发展和应用

The Development and Application of CTI, Call Center and CRM Technology in China

本文回顾了我国CTI技术的发展 ,重点讨论了与呼叫中心相关的技术和应用问题。为了推动我国呼叫中心向更高层次健康发展 ,文章最后介绍了与CRM相关的若干重要理论和应用问题。

This article mainly discusses the development of CTI technology and the relative technologies and applications, which are developing very fast in China. In order to promote the development of call centers to a higher level, the article introduces theoretical technologies and applications related with CRM at the last part.