基于CTI技術(shù)現(xiàn)代呼叫中心的研究與設(shè)計.pdf

1、學(xué)科門類王堂分類號!旦!!單位代碼!Q嬰≥：_密級——。專J毒啷窟幺碧工程碩士研究生學(xué)位論文論文題目塹號籍筍的針冗與設(shè)計研究生堇塑堡指導(dǎo)教師堡塑堡塾壟室莖量壹三學(xué)科專業(yè)鏊絲三堡研究：h向鏊絲莖壟壟莖壟望笪!塑些星申請學(xué)位級別堡主二oo六年三月南京郵電大學(xué)T程碩十研究生學(xué)位論義摘要AbstractCTI(ComputerTelecommunicationIntegrated)isanewtechnologyofcomputerandcom

2、munication、TheCTItechnologywhichbasesoncomputertechnology，networktechnologycommunicationtechnol099becomesadvancedandwidelyusedthoughusingthelatestdigitaltreatmenttechnologyTheCallcenterisareplyingcenterthatmainlytreatswi

3、ththephonecallfromclientWiththerapiddevelopmentoftelecommunicationtechnologyandcomputertechnology，thesolutionbasedOUCTItechnologyhasbecometheprimarysolutionincallcenterThecallcentersystemintegratesvoicetechnologywimcompu

4、ternetworkanddatabasetechnologyThispapertakestheapplicationofmodemCallCenterbasedonCTItechnologyintelecommunicationtradesystemasallexample，studiesandanalyzesthefunctionalcharacteristic，thebehavioralcharacteristic，thesyst

5、emcharacteristicandthesystemstructureoftheexistedcustomerservicesysteminourenterprisewhichisbeginningwithanalyzingthepresentconditionrequirementanddevelopingtendencyofthecustomerservicesystemoftelecommunicationindustryTh

6、ispaperalsointroducesIVRmodule，CSRmoduleandAGmoduleInthedesignofapplication，theCRM(CustomRelationManagementlisadopted、ⅣitIlsufficientconsiderationoftheactualstateanddevelopingtendencyincompetitivetelecommunicationindustr

7、ybasedontheoriginalessentialfunctionsThispaperemphasizestheintellegent，individualandthefunctionofvalue—addedserviceofthissystemThedesignmakesthefunctionsofthiscustomerservicesystemperfectThispaperadoptsadvancedCTItechnol

8、ogybasedontheactualityofenterpriseandgivesprominencetotheapplicationofmodemcallcenterintelecommunicationtrade，ThisresearchwillmakegooduseinperfectinganddevelopingthecustomerservicesystemofourtelecommunicationenterpriseKe