摘要： 随着电信业务量的扩大和自助服务领域的不断成熟,电信业务已经开始借助自助服务系统来实现。但是现有的自助服务系统无法满足电信综合业务的办理,基于交互式的电信自助服务平台通过在现有的自助服务平台中增加网络视频会议的功能能够实现现有的电信综合业务,它由自助服务终端、客户服务系统、呼叫中心和终端管理系统组成。

关键词: 交互式, 自助服务, 平台, 视频, 音频, 呼叫中心, 协议

Abstract: With the development of telecom industry and self-service industry, telecom services begin to be realized through self-service system.But the current self-service system can’t implement the integrative services of telecom industry. The interactive-based telecom self-service platformcan implement the integrative services of telecom industry by adding network conference functions in the self-service platform. It consists ofself-service kiosk, customer service system, call-center and kiosk management system.

中图分类号: 

• TN915