This thesis details the development and prospect, and describesarchitectures of typical Call Centers which consist of subsystems of ACD,IVR, CII, Agent, recording equipments, call management and backendservices.

• 本文详细讨论了呼叫中心的发展及未来呼叫中心的展望，阐述了典型呼叫中心的系统结构，主要包括：ACD智能分配子系统、IVR自动语音应答子系统、CTI计算机与电话集成子系统、人工坐席子系统、录音设备、呼叫管理和后台服务子系统。