一個呼叫中心系統(tǒng)的設計與實現(xiàn).pdf

1、分類號——UDC——X778536密級——孝卞科技大薯碩士學位論文一個呼叫中心系統(tǒng)的設計與實現(xiàn)學位申請人：姚宇華學科專業(yè)：軟件工程指導教師：陳傳波教授論文答辯日期2嫂量：Q壘：3Q學位授予日期答辯委員會主席塞釜籃評閱人邕塞霾j丑五＆睦丞墾華中科技大學碩士學位論文AbstractThecall—centeristhatonekindbasedonComputerTelephoneIntegration(CTl)technologyfull

2、yutilizethemultiplefunctionsofcommunicationnetworkandcomputernetwork，andconnectwithenterprisesasorganicwholeintactcomproehensiveinformationservicesystemThetypicalcall—centersystemismadeupofComputerTelephoneIntegration(CT

3、I)System，AutomaticCallDistribution(ACD)System，InteractiveVoiceResponse(IVR)System，DatabaseApplicationSystem，InboundManagementSystemOutboundManagementSystem，AgentManagementSystem，TelephoneRecordSystem，andCallManagementSys

4、temACDcoreofcallcentertacticsgenerous，complicatedcallreasonableoneassignthecorrespondingseataccordingtoestablishinadvanceThekeyfunctionofACDiscall—flowcontrol、skillsdistributionandwaittimeforecastCTItechnologyrealizesthe

5、shareofinformationbetweencomputerandtelephoneCTIserveristhecontrolcenterofthecallcentersystem，itisthecomputerinstallingCTImiddlesoftware，linkswithPBXdirectlyitpassesandacceptstheincidentfromPBX，itsendscommandtocomputerth

6、roughreceivingthemessageofstatusoreventcomingfromPBXandrealizesthecomprehensivemanagementofwholecall—centersystemIVRfiltercallsandcarriesroutethroughutilizingtheinformationcomingfromdatabase，anddirectlyofferssuchservices

7、asautomaticquery、consultation、complainandinformationcustomization，etcDatabaseserveristhecenterofthecallcentersystem，preservingvariouskindsofinformationofconfigurationmanagementandrecordofcallDatabasesystemcompletesdataas

8、sortingthroughusingdatamining、datawarehousingandCTItechnology，anditisthefoundationofdevelopingCustomerRelationManagementAccesstechnologyincludestwomodes：PBXandvoice—cardThenetworkmodeofcallcentersystemincludes：onepointne