【摘要】 阐述CTI与CRM集成系统的基本原理及其关键技术。定义了CTI、CRM间的数据接口,分析了集成系统的编程模型,并着重阐述了CTI智能路由的数据传输协议。利用该集成技术,可以充分利用CTI和CRM技术优势,为企业改善服务,提高客户的满意度,从而提高工作效率,提高企业的经济效益。更多还原

【Abstract】 The radical principle and key technology of Integration of CTI and CRM are introduced detailedly in the paper. The Data Interface between CTI and CRM is defined, programming model of integration system is analyzed, and Data Transfer Protocol for intelligent route of CTI is defined importantly. And it can improve the customer’s service of enterprises and the degree for satisfaction of clients with the integration system, also can increase the work efficiency and economic benefit of enterprises.更多还原