The Application And Research Of Call Center And Voice Technology

The thesis makes researches on technologies of call centers, voice disposing technologies and the synthetic application of these technologies .With setting up a call center which is called EPCC(Electric Power Call Center) in a electric power company ,the thesis describes pivotal technologies in call centers ,such as voice disposing technologies> ,CRM(Customer Relationship Management) and Web technologies , the thesis represents standard schemes and standard frames of call centers , and the thesis describes pivotal technologies in voice disposing procedures , such as speech synthesize and speech recognize , and the thesis describes voice disposing technology' s applications in call centers that are called IVR(Interactive Voice Response ) systems , then the thesis discusses the ACD(Auto Call Distribution) program in EPCC.The thesis sets up the mode and the frame for call centers in electric power industry , then builds EPCC which is worthy of putting into using , EPCC integrates last information disposing technologies such as speech synthesize,speech recognize, Interactive Voice Response,internet technologies and database technologies , EPCC has fine market prospect , because it has friendly user interface , it is open for updating and advanced as well as stabile.The thesis points a new research direction about technologies of call centers,voice disposing technologies and the synthetic application of these technologies . the thesis tables a proposal on customer services in electric power industry ,too .