摘要： 分析了基于PSTN网的传统呼叫中心的不足,引入通信领域软交换的理念,用面向对象的思想构建基于IP网的接入方式多元化、分层的、智能化的呼叫中心。
关键词:
客户关系管理,
计算机语音集成,
面向对象,
软交换
Abstract: By importing the softswitch principle in the realm of communication, this article analyzes the shortage of the traditional call centerwhich is based on the net of PSTN and uses the object-oriented thought to construct the hiberarchy intelligent call center which has various ways toconnect to the net and is built on the IP net.
中图分类号:
赵华,宋顺林. 分析型CRM中智能化呼叫中心的构建[J]. , 2005, 31(16): 209-211.
ZHAO Hua, SONG Shunlin. Architecture of Intelligent Call Center in Analytical CRM[J]. , 2005, 31(16): 209-211.