现代企业客户服务中心系统的研究与设计

Research and Design of Enterprise Call Center System

以呼叫中心技术为基础,结合当前企业级应用的特点和最新的信息技术,对呼叫中心的发展过程进行了介绍.最后以广东电力集团为例,提出了一个现代企业级的客户服务中心系统的框架.

On the basis of the theory of call center system, combined with characteristics of enterprise application and information technology, this paper discusses the development course of call center system. Taking Guangdong Electric Power Group as example, an enterprise customer service center system framework is proposed.