Assessing web - Enabled call center technologies

被引：6

作者：

机构：

来源：

| 2001年 / Institute of Electrical and Electronics Engineers Computer Society卷 / 03期

关键词：

Electronic commerce - Electronic mail - Gateways (computer networks) - Internet telephony - Network protocols - Pulse code modulation - Telecommunication networks;

D O I：

10.1109/6294.939971

中图分类号：

学科分类号：

摘要：

Web-enabled call center technologies are discussed to provide instant customer service for website visitors. Web-sites are linked with call centers in order to provide assistance to web shoppers needing help in real-time. The two main technologies used by call centers to implement the web integration are discussed. First technology utilizes circuit-switched-based systems for supporting talk-to-agent comminication. The second technology is the implementation of an All-IP call center infrastructure.

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