论文部分内容阅读
基于计算机电话集成(CTI)技术的传统呼叫中心已经远远不能满足现代客户的需求,统一于IP交换的下一代网络技术为多媒体呼叫中心增添了生命力。文章分析了传统呼叫中心技术发展的局限,立足于基于SIP协议的下一代IP交换技术,提出了一种多媒体呼叫中心方案。
Traditional call centers based on computer telephony integration (CTI) technology are far from meeting the needs of modern customers. The next-generation network technologies unified with IP exchange add vitality to multimedia call centers. This paper analyzes the limitations of the traditional call center technology development. Based on the next generation IP exchange technology based on SIP protocol, this paper proposes a multimedia call center solution.