本文通过对市级电信企业面临的困境与机遇的思考，在客户概要管理的基础上强调了客户投诉管理的重要性。投诉调度流程完善协作级CRM的CTI呼叫中心地位，从而应对充分竞争环境的挑战，完善客户质量，提升服务响应速度与水平。-Based on municipal telecommunications enterprises are facing difficulties and opportunities of thinking, in summary management clients on the b

CTI中的热点技术，意味着技术发展的某些方向，在目前的情况下，其包含的热点技术主要有这些内容。-CTI in the hot technology, means that some of the direction of technological development, in the current circumstances, it contains a hot technology such content.

This data set contains the preprocessed and filtered sessionized data for the main DePaul CTI Web server (http://www.cs.depaul.edu).