商业技术客户服务中心发展.pdfVIP

商业 CTI 技术--客户服务中心发展 摘 要 随着通信技术和计算机技术的日益发展,产生了横跨电信和计算机两大领域 CTI 技术,利用 CTI 技术把语音和数据相结合,充分发挥了二者的优势。而客户服 务中心是 CTI 技术的最重要的应用之一,是 21 世纪企业新的增长点 。作为一种 全新的服务方式,客户服务中心在商业中的应用已经越来越被企业和客户所认可, 有着广阔的发展前景。 本文主要介绍了客户服务中心的历史及其未来发展的趋势,并对新技术在呼 叫中心的应用进行了详细对比,分析了基于 CTI 技术的客户服务中心的优点、CTI 技术及其在呼叫中心的应用。同时详细讨论了客户服务中心的总体结构,主要包 括 ACD 自动呼叫分配、IVR 交互式语音应答、CTI 服务器、人工座席 AGENT、 数据库服务器等子系统,并在此基础上提出了基于板卡的小型的电力客户服务中 心系统解决方案。通过使用多线程编程和 socket 通讯等软件关键技术,成功地 完成了 IVR 子系统的设计和实现。 关键词 :客户服务中心 CTI 技术 自动语音应答 语音板卡 Abstract With the development of telecommunication and computer technology ,CTI technology which is associated with the two domains has come into being . As one of the most important application of CTI technology , Call Center is a new point in 21 century for enterprises and has a great impact on modern business by providing a completely new serving mode. Now its effect has gradually been realized by the enterprises and customers and will be widely used in the future . This thesis discusses the history of Call Center and describes its development and the applications of new technologies in Call Center by comparing them. Meanwhile the paper analyze the advantages of Call Center based on CTI technology and functions of CTI technology in Call Center . Architecture of Call Center which consists of subsystems of ACD,IVR, AGENT is dealt with in detail. We designed and implement a small Power Plant Call Center based on boards and cards. Using the key technology of software such as the multiple programming socket communication , the design and implement of IVR subsystem have been successfully accomplishe