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.

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

CLC Number: 

• TN99