摘要
为使呼叫中心支持客户的WWW接入，需要运用CTI技术及应用编程接口，实现传统呼叫中心与Internet的有机融合，为电信用户和Internet用户提供更完善的交互方式，使用户无论通过电话还是WWW接入都可获得更加方便、快捷和高效的服务。针对这一问题设计了一套传统呼叫中心与Internet呼叫中心一体化方案，并对其中的关键技术进行了深入研究。
In order to let call center support thecustomer's WWW access, CTI technology and application programming interface are needed to realizethe integration of traditional call center with Internet.Thus, telecom customers and Internet users can beprovided with more perfect interaction and are allowed to access more convenient and efficient services through telephone or WWW access. A solutionis designed to integrate traditional call center withInternet call center, of which the key technologiesare profoundly studied in this paper.
出处
《现代电信科技》
2000年第6期1-4,55,共4页
Modern Science & Technology of Telecommunications
