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Internet的崛起,以及数据、话音和视频传输网络三网合一技术的发展,给呼叫中心的应用又带来新的空间。一直以来,呼叫中心的技术演进基于有利于客户体验、有利于效率提升、有利于业务流程优化、有利于成本控和有利于决策五大理念,围绕硬件基础平台、软件辅助技术、运营管理方式三个方面和渠道、功能、管理三大角度求新求变,不断取得突破。电视媒体呼叫中心的实践,强化其大数据技术、知识管理以及灵活性等方面的发展,驱动呼叫中心技术向纵深发展。
The rise of the Internet and the development of triple play technologies for data, voice and video transmission networks have brought new space to call center applications. All along, the technological evolution of the call center is based on the five concepts of favoring customer experience, improving efficiency, optimizing business processes, controlling costs and facilitating decision-making. The five key concepts of hardware-based platform, software assistive technology and operation management Aspects, and channels, functions, management three innovative new changes, continue to make a breakthrough. The practice of TV media call center strengthens the development of big data technology, knowledge management and agility, driving the development of call center technology in depth.