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呼叫中心是将通信、计算机网和信息技术紧密融合的基于CTI技术的系统。近年来,随着市场经济的发展和人们生活节奏的加快,中小型企业服务的标准化、客户化和定制化成为了市场竞争的重要手段。而呼叫中心作为实现这些重要手段的方式之一,也越来越受到中小型企业和电信运行商的关注。简要介绍了小型呼叫中心的组成、硬件和软件架构,并以某燃气公司的呼叫中心系统的设计为例,介绍小型呼叫中心的典型应用。
The call center is a CTI-based system that tightly integrates communications, computer networks and information technology. In recent years, with the development of market economy and the acceleration of people’s life, the standardization, customization and customization of SME services have become an important means of market competition. The call center, one of the ways to realize these important means, is also getting more and more attention from small and medium-sized enterprises and telecom operators. The composition, hardware and software architecture of a small call center are briefly introduced. Taking the design of a gas company ’s call center system as an example, a typical application of a small call center is introduced.