摘要
随着计算机网络和电信网络的发展 ,通信技术、计算机技术、电信服务和Internet服务的集成度越来越高 ,在电信设备中增加了计算机应用的部分 ,因而诞生了CTI(ComputerTelephonyIntegration)技术 ,它消除了计算机和电话之间的界限。随着技术的发展 ,呼叫中心技术如今已经发展成为全球商业与服务业竞争的焦点。主要介绍了呼叫中心的概念及其构建技术。
With the development of the computer network and the telecom network,the integration of telcom,computer and Internet is becoming higher than before,computer application is added on the telecom equipment,so the CTI technology comes into being,it eliminates the difference between computer and telephone.With the development, the call center is becoming the focus of the business and service .This paper introduces the concept of the call center and the construction technology.
出处
《计算机应用研究》
CSCD
北大核心
2002年第7期84-86,共3页
Application Research of Computers
