交互式网络呼叫中心的设想尽管具有诱人的前景,却也向技术人员和呼叫中心提出了两方面的挑战。所面临的第一个挑战就是用户与呼叫中心如何进行语音联系,因为大多数家庭到目前为止只有一根电话线;其次就是为最初的网络用户开发CTI工具。每个人部认为,解决第一个难题的答案是网络电话——即通过IP网络对声音数据打包后进行传输。但是实际上每个人也都承认,目前这一技术还远未成熟。因此 Despite its attractive prospects, the idea of ​​an interactive web call center poses two challenges to technicians and call centers. The first challenge faced is how users and call centers make voice connections, as most families have so far only one phone line; secondly, they are developing CTI tools for the first web users. Everyone believes that the answer to the first dilemma is Internet telephony - that is, voice data is packaged for transmission over an IP network. But in fact everyone acknowledges that the technology is far from mature. therefore