【摘要】 阐述了基于CTI技术的呼叫中心解决方案的优势,以南昌市社区呼叫中心系统为应用,对系统的物理架构及软件开发过程进行了设计分析,并针对系统在东湖区试点运行后出现的问题,在架构分层和业务内容上改进了设计。实践结果表明,系统在功能上呈现了新特性,实现了崭新的社区服务理念和增值业务,为企业和政府机构建设呼叫中心系统提供了现实参考意义。更多还原

【Abstract】 On the advantages of CTI-based call center technology solutions are described.Nanchang community of call center system is taken as application to analyze the system’s physical architecture and software development process,and according to the problem of run in east lake pilot,an improved framework is put forward.Practice prove that system at a function on a new identity,a new community service ideas and value-added services are achieved.This can be for enterprise and government institution-building call centers to provide real significance.更多还原