对桌面云在呼叫中心应用场景话音解决方案的研究

Research on the application of voice solution in the application of the desktop cloud in call center

呼叫中心的坐席一般是应用PC的终端,相关客服工作人员可以通过浏览器对客服的系统进行访问。桌面云主要由各种服务器、后端桌面的虚拟软件、前端的小体积、低能耗的瘦客户机等组成,呼叫中心的应用场景主要特点是坐席的高度集中,适应使用桌面云的技术来替换传统的PC,但是这个过程需要充分考虑话音的质量。本文就传统的呼叫中心所面临的问题进行分析,并提出有效的解决策略,以期加强桌面云在呼叫中心的应用。

Research on the desktop cloud application scenarios in call center voice solutions Abstract call center agents generally use a PC terminal, related customer service staff through the browser on the customer＇s access to the system. Desktop cloud consists of a variety of servers, back-end desktop virtualization software, the front of the small, low-power thin clients and other components, the main features of scenarios are highly centralized call center agents to adapt to the use of the desktop cloud technology to replace the traditional PC, but this process needs to fully consider the quality of voice. In this paper, the issues faced by traditional call center analysis and propose effective solutions strategies to strengthen the desktop cloud applications in the call center.