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随着互联网的发展与普及,与因特网应用相关的技术也得到快速发展,与此相关的VoIP技术及软交换技术也越来越受到人们的关注。呼叫中心技术也相应的跨入第四代基于IP的呼叫中心系统。此类呼叫中心可以最大限度地整合整个企业的呼叫中心资源,更利于管理与资源共享。提出一种基于VoIP技术的企业级呼叫中心的完整解决方案的设计与实现。本系统是基于Cisco的IP通信平台来实现的,可以很好的满足企业如银行客服系统等的需求,且使用QoS技术对其进行优化,采用了多种服务质量保证体系。
With the development and popularization of the Internet, the technologies related to Internet applications have also been rapidly developed. The related VoIP technologies and softswitch technologies are also attracting more and more attention. Call center technology is also corresponding to the fourth generation IP-based call center system. Such call centers can maximize the integration of the call center resources throughout the enterprise, more conducive to management and resource sharing. This paper proposes a design and implementation of a complete solution for enterprise call center based on VoIP technology. The system is based on Cisco’s IP communication platform to achieve, and can well meet the needs of enterprises such as bank customer service system, and use QoS technology to optimize it, using a variety of quality of service assurance system.