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呼叫中心是现代通信技术与计算机技术融合的产物,使企业与用户间的关系更加紧密,提高企业竞争力。近年来随着通信技术、网络技术、计算机技术的迅猛发展,统一通信、视频技术、网络融合、云计算等新的理念在呼叫中心领域更多的应用,呼叫中心由传统的电话语音服务向着语音、数据、视频集成的多样化、开放式服务方向发展,构成多媒体呼叫中心平台。呼叫中心系统在技术层面、业务层面以及服务管理方面有了实质性的创新和发展。
Call center is the product of the integration of modern communication technology and computer technology, which makes the relationship between enterprises and users more closely and enhances the competitiveness of enterprises. In recent years, with the rapid development of communication technology, network technology and computer technology, new ideas such as unified communication, video technology, network convergence and cloud computing are applied in the field of call centers. The call center is transformed from traditional telephone voice service to voice , Diversification of data and video integration, and development of open services, constitute a multimedia call center platform. Call center system in the technical, operational and service management has substantial innovation and development.