| 基于Call Center的银行交互式语音服务系统设计 |
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| 引用本文： | 吴丽华,罗云锋,王燕舞.基于Call Center的银行交互式语音服务系统设计[J].海南师范大学学报(自然科学版),2007,20(1):29-33. |
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| 作者姓名： | 吴丽华 罗云锋 王燕舞 |
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| 作者单位： | 1. 华中科技大学系统工程研究所,湖北,武汉,430074;海南师范大学计算机科学与教育技术系,海南,海口,571158
2. 华中科技大学系统工程研究所,湖北,武汉,430074 |
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| 摘 要： | 基于呼叫中心技术,研究并给出一个银行语音服务系统的设计与实现方案.通过自动呼叫分配系统(ACD)和座席调度队列算法设计,实现了自动交互式语音应答模式座席服务,实现了电话银行、座席服务和网上银行3种基本服务.与传统的语音应答系统相比,该系统设计中应用了交换技术(CTI前置机/后台机)、智能话务分配(自动呼叫分配)、计算机网络、综合数据集成技术等先进技术手段,实现了现代CallCenter的功能和业务,使银行语音信息数据能够及时、远程、安全的处理.
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| 关 键 词： | 呼叫中心 自动呼叫分配 座席服务 网上银行 |
| 文章编号： | 1671-8747(2007)01-0029-05 |
| 修稿时间： | 2006年12月5日 |
Design of the interactive voice service system for banks based on Call Center |
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| Wu Lihua,Luo Yunfeng,Wang Yanwu.Design of the interactive voice service system for banks based on Call Center[J].Journal of Hainan Normal University:Natural Science,2007,20(1):29-33. |
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| Authors: | Wu Lihua Luo Yunfeng Wang Yanwu |
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| Abstract: | Based on Call Center technology, this paper studied and proposed a plan for designing and implementing the voice service system for banks. The system can perform the seat service which is the model of automatic interactive voice re-answer by means of automatic call distribution system and seat queue call algorithms, and it can provide three basic services (telephone bank, seat service, online bank). Compared with the traditional voice re-answer system, this system is equipped with the advanced technology such as exchange technology(CTI front-computer and hinder-computer), intelligent call distribution(automatic call distribution), computer network, generalization data integrated technology and so on. Thus it can perform the function and operation of the modern Call Center, and can safely process distant bank voice information data in time. |
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| Keywords: | call center automatic call distribution seat call online banks |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
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