呼叫中心與語音技術(shù)的綜合應(yīng)用與研究.pdf

1、西南交通大學(xué)碩士學(xué)位論文呼叫中心與語音技術(shù)的綜合應(yīng)用與研究姓名：唐國申請學(xué)位級別：碩士專業(yè)：計算機應(yīng)用指導(dǎo)教師：扈強2002.3.1西南交通大學(xué)碩士研究生學(xué)位論文第fI頁AbstractThethesiSmakesresearchesontechnologiesofcallcenters、voicedisposingtechn0109iesandthesyntheticapp]icationofthesetechnologiesWith

2、settingupacallcenterwhichiScalledEPCC(ElectriCPowerCallCenter)inaelectriepowercompany。thethesiSdescribespivotaltechnologiesincollcenters，suchasvoicedisposingtechnologies、ClOd(CustomerRelationshipManagement)andWebtechnolo

3、gies，thethesiSrepresentsstandardschemesandStandardframesofcollcenters，andthethesiSdescribespivotaltechnologiesinvoicedisposingprocedures，suchasspeechsynthesizeandspeechrecognize，andthethesiSdescribesVOicedisposingtechnol

4、ogy’Sapp]icationsincallcentersthatarecolledIVR(InteractiveVoiceResponse)systems。thenthethesiSdiscussestheACD(AutoCollDistribution)programinEPCCThethesiSsetsupthemodeandtheframeforcallcenterSinelectriCpowerindustry，thenbu

5、ildsEPCCwhichiSworthyofputtingintoUSing，EPCCintegrateslastinformationdispotingtechnologiessuchasspeechsynthesize、speechrecognize、InteractiveVoiceResponse、internetteehnologiesanddatabasetechnologies，EPCChasfinemarketprosp

6、ect，becauseithasfriendlyuserinterface，itiSopenforupdatingandadvancedaswellasstabileThetheSiSpointsanewresearchdirectionabouttechnologiesofcallcenters、voicedisposingtechnologiesandthesyntheticapplicationofthesetechnologie