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简要介绍了呼叫中心的起源、演变过程和特点 ,从理论上分析了基于 CTI的呼叫中心技术方案的基本系统组成以及主要组成部分的功能和特点 .
The origin, evolvement and characteristics of call center are briefly introduced. The basic system components of CTI-based call center technology and the functions and characteristics of the main components are analyzed theoretically.