Call centers represent the basis in today's market. Nowadays, in every enterprise exist a call center which has the main objective to handle client's issues. This research paper refers to a communication syste...
详细信息
ISBN:
(纸本)9783030456962;9783030456979
Call centers represent the basis in today's market. Nowadays, in every enterprise exist a call center which has the main objective to handle client's issues. This research paper refers to a communication system designed for automatic client interaction, called "Cloud Computing Customer Communication Center". The communication center comprises: a Unified Communications System (UCS) providing communication channels such as telephony, SMS, email, video, chat, etc.;a Data Processing Server (DPS) which provides support for the operations required by customers and a voice interaction module (VIM) for automatic communication with clients, which consists of a speech recognition module, a speech synthesis module and a dialog management module that communicates through a MRCP (Media Resource Control Protocol) protocol with the Unified Communication System (UCS) and the Data Processing Server (DPS). The "Cloud Computing Customer Communication Center" integrates support modules for platform functionality, such as: redundant power supply, cloud-based LAN/Wi-Fi broadcasting environment, online platform management and various cloud applications.
暂无评论