中国呼叫中心行业发展与现状 The Development and Status of Call center in China
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中国呼叫中心行业发展与现状 The Development and Status of Call center in China. 呼叫中心行业精英们. 中国呼叫中心百年发展史. 清朝末年皇家电话局 “ 答问处 ”. 新中国 114 的发展（ C ）. PC 和交换机的引进（ C+T ）. 初具规模的 114. 北京 114 业务发展. 2006 年：开通机票、酒店预定。 2007 年：正式启动 116114 ，同年推出英语服务、美食导航、失物招领、教育咨询和旅游务。 - PowerPoint PPT Presentation
Transcript of 中国呼叫中心行业发展与现状 The Development and Status of Call center in China
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The Development and Status of Call center in China
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114C
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PCC+T
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114
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1142006200711611420082009KTV 201020112012
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1. 2. 3. 4. 5. 6. 7. 1128. 1149.
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180180
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C+TC T IC+T114112113117123180189170110119CTI-Computer Telephony Integration 2000CTCCCMCallpath2000GenesysIMLNEXUSQnuseHilinkAIC
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90CTI
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20001001
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1996IBMR63R44UNIXCGS1574
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9595533 95555 95559 95566 95577 95588 95595 95599 95500 95511 95518 95519 95522
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2,
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20032004HollyC6IBMHPUNISYSPCCW
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FreeSWITCH
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JILIASON
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-----040835000100002008
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Call CenterContact CenterBPOVOIPCC
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Call Center Contact CenterBPOVOIP companiesVOIP company
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CTI PBXSIPIPPBX Asterisk Freeswitch Genesys SIP server Dailogic HMP
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SIPUCInfonetics38%SIP 58% SIPHeavy ReadingSIP2009850201424.3200%+InfoneticsUCIP2013201231%Infonetics2012PBX9%
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IP PBX FXSIP IP PRI FXO E1IPPBX
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IMSIP PBX FXSIP IP SIPVPN1.2.,3.SIP
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FreeSWITCH
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2012CTI65.6100
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2011 =9 AVAYA=2.3 9+2.3X2==22.6201178.8201066.4718.5%23.1955.61CTI20112002012109.7
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3%CTI1999123%0.5%3%50%0.5%
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