日前,通信行业存在巨大的商机,在“统一通信”的理念基础之上,通信行业可以为中国企业提供新一代联络中心、呼叫中心的服务,以帮助中国企业建立起最强的竞争能力,使中国越来越多的企业走向世界舞台。过去传统的呼叫中心只有单一的通信渠道,通过语音或者电话渠道进行沟通,而且是单方向的沟通,要么是呼入、要么是呼出。而新一代的联络中心有两大特色,第一个特点就是多渠道沟通,沟通渠道包括传统的语音、电话,还包括传真、电子邮件,网上沟通。另外一个特点就是沟通不仅仅是单方向的,是双向的,既有向外的,也有向内的。向外的就是要主动地帮助客户解决他们的问题,满足客户的需要。同时, Recently, there are huge business opportunities in the communications industry. Based on the concept of “unified communications”, the communications industry can provide Chinese enterprises with a new generation of contact center and call center services to help Chinese enterprises establish the strongest competitiveness , So that more and more Chinese enterprises to the world stage. In the past, the traditional call center had only a single communication channel, communicating through voice or telephone channels, and it was unidirectional communication, either incoming call or outgoing call. The new generation of contact center has two major characteristics, the first feature is the multi-channel communication, communication channels, including traditional voice, telephone, but also includes fax, e-mail, online communication. Another characteristic is that communication is more than one-way, two-way, both outward and inward. Outward is to take the initiative to help customers solve their problems, to meet customer needs. Simultaneously,