摘要
该文在分析我国呼叫中心(CallCenter)技术现状的基础上,系统地介绍了笔者在呼叫中心核心技术(CTI、IVR、ACD)方面多年的研究成果,试图填补我国在该领域理论上和技术上的空白,并期望推动我国呼叫中心健康发展。
This article analyses the present condition of Call Center technology in China and introduces the authors' study achievements on the core technology for call Center(CTI ,IVR,ACD)in recent years.The authors try to fill in the gaps about theory and technology in this field,and to promote the sound development of Call Center.
出处
《计算机工程与应用》
CSCD
北大核心
2002年第15期177-178,184,共3页
Computer Engineering and Applications
关键词
呼叫中心
技术创新
TCP/IP协议
计算机网络
Call Center,Computer Telecommunication Integration(CTI ),Interaction Voice Response(IVR),Auto Call Dis-tribution(ACD)
