摘要
对采用计算机电话集成（ＣＴＩ）技术的两类客户服务中心的解决方案进行了比较；分析了自动话务分配（ＡＣＤ）方案和微机方案的组成结构和性能指标，指出了它们的优缺点，说明了不同方案对投资和效益的影响。
It compares the solution plans of two kinds of client service centers utilizing computer telephone integration (CTI) technology. It analyses the automatic call distribution (ACD) plan,the buildup structure of computer plan and the performance index. It points out their advantages and disadvantages, and shows the infections on investment and benefit with different plans.
出处
《邮电设计技术》
1999年第2期24-27,31,共5页
Designing Techniques of Posts and Telecommunications
