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呼叫中心是用来集中处理进入企业的各类呼叫的应用系统,它是基于电话、传真机、计算机等通信设备、办公设备于一体的交互式增值业务CTI系统。软交换的出现实现了呼叫中心的分布特性和多媒体特性。
The call center is an application system for centralized processing of various types of calls into the enterprise. It is an interactive value-added service CTI system based on communication equipment such as telephone, fax machine and computer, and office equipment. The emergence of softswitch to achieve the call center distribution and multimedia features.