摘要
随着经济的发展和社会信息化程度的提高，人们的生活质量和工作效率也越来越高，消费者对企业的服务质量也提出了越来越高的要求。企业为了争夺客户资源，必须准确把握住消费者的需求，并以最快的速度做出响应。 显然，那些以传统方式经营和服务的企业，已经无法满足现代客户的要求，无法在这种争夺客户资源的竞争中取得优势。为此，企业借助于信息化技术的应用，利用基于CTI（Computer Telephone Integration）技术的呼叫中心来改善服务成为了迫切需要。
UNICALL综合平台是集语音服务、传真服务、人工服务等为一体的多功能综合性平台。它集成了当前世界先进的电话语音技术、通讯技术、电信网络交换技术、计算机网络技术和数据库管理技术，具备很强的容错能力和实时处理能力。该平台为基于CTI技术的呼叫中心应用提供了快速开发的基础。
本论文在作者主持的课题组成功开发出语音查询系统的基础上成文。论文首先研究了计算机电话集成技术CTI和其上的呼叫中心，分析了UNICALL综合平台，然后在该综合平台上采用PC＋语音板卡的技术方案实现了语音查询系统。最后提出了进一步的改进构想。
该系统具有极高的稳定性和可靠性，支持一周7天、24小时的全天候服务；具有自动呼叫分配功能，可平均化座席人员的劳动强度；具有呼叫自动处理功能，可为企业节余部分劳动力；具有用户智能识别能力，利于企业对用户的跟踪，更好地拓展业务。该系统在本文成文时已由西南航空公司成都售票处投入使用达半年之久。在这半年中，系统运行稳定，可靠，给西航产生了比较可观的经济效益。
With the development of the economy and advancement of the social information, the life quality and working efficiency of people is more high than ever, meanwhile the consumers present more high requests about the service quality of the enterprise. The enterprise must hold the needs of the consumer accurately and respond quickly for winning the customer. Apparently, the enterprises with the traditional running and service way already have no way to meet the requests of the today's customers and have no chance to win in the war of customer contested. For winning the war, the enterprise must take advantage of information technology — the call center based CTI （Computer Telephone Integration）to improve the service quality.
The UNICALL platform is a multipurpose platform which integrating the voice , fax and manual services. It integrats the current world advance technologies including telephone voice, communication, telecommunication network switching, computer network and database technology. It has high fault tolerance and processing capacity about real time. It provides the base for rapidly developping application about the call center based the CTI technology.
This paper is based on a successful implementation of voice query system, which was realized by the project team that the author participated in. In this paper, the author studies computer telephone integration and call center technology at first, analyzes the UNICALL integration platform, and then presents a detailed voice query system design and implementation solution which adopt the pc and voice card on the UNICALL platform. In the end, the author sets forth ideas for future improvement.
The voice query system has high stabilization and high reliability, so it can work round the clock continuously for 7 days. It also has the function of the auto dispatch the calling by the user, so the system has the advantage of dispatch working fair play. It also has auto calling processing function which can save on the labour force for enterprise. It also has intellective recognition the calling customer which can help enterprise trace the customer to develop the business. When the paper finished , the system has come into service by the chengdu booking office of the xi'nan air corporation for half a year. In the half a year, the system is running stably and reliably and produces much economic utility for xi'nan air corporation.
引文
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