摘要
针对现有轨道交通热线中心系统功能单一、客户满意度不高、服务效率低、可扩展性不足等问题,设计并实现了一种基于J2EE轻量级架构的热线中心系统,系统将计算机集成(CTI)技术、互动式语音应答(IVR)技术、数据库技术等融为一体,实现地铁服务热线高效、快捷、可扩展、全面的用户接入服务。
Based on the J2EE light weight frame work, a new generation hotline center system of rail transit was designed and implemented to offset the deficiencies such as single function setting, low customer satisfaction, insufficient service, and difficult to expand. The system was integrated with computer integration（CTI） technology, Interactive Voice Response（IVR） technology, database technology. It was implemented user access service efficient, fast, extensible and comprehensive.
出处
《铁路计算机应用》
2017年第10期53-56,共4页
Railway Computer Application
关键词
热线中心
互动式语音应答
闭环自动化
J2EE
hotline center
Interactive Voice Response （IVR）
closed-loop automation
J2EE
