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
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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
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