Method for implementing multi-center virtual integration of passenger service system

Abstract

The invention discloses a method for realizing the multi-center virtual integration of a customer service system. The method realizes the functions of resource sharing and mutual emergency backup of two levels of a platform center and a call center; the platform center and the call center which are mutually independent isolated islands are transformed into a logically integrated customer service system, thereby realizing the function of cross-platform cross-region dynamic scheduling of IVR and call resources according to the platform loads and the operation situation of devices. In addition, the method utilizes a small amount of capacity expanding resources to build a third customer service platform, the backup resources of the original first and the second customer service platforms are released to be converted into the main resources, so the method can not only achieve the purpose of emergency backup of the first and the second customer service systems, but can also fully play the economic benefits of the third customer service platform which is taken as the backup resources; the multi-center virtual integration of seat resources breaks through the traditional dual-center independent operation mode and forms the dual-center collaborative operation mode.

Description

technical field [0001] The invention belongs to the field of the customer service subsystem of the telecommunication operation support system. Background technique [0002] In order to pursue excellent service quality, the customer service system of China Mobile Jiangsu Company (hereinafter referred to as the customer service system) realized the concentration of the "3 platform center + 2 call center" mode in 2005, that is, the main platform level, which is composed of three remote customer service platforms , among which, the first and second customer service platforms centrally handle the province-wide 10086 customer service business in a load-sharing manner, and the third customer service platform centrally handles the province-wide 12580 and outbound business; at the seat level, 10086 customer service seats are concentrated in two provincial-level offices in different places business center. With the concentration of platforms and agents, the current customer service s...

AI Technical Summary

Problems solved by technology

During holidays or market promotion periods, the manual traffic of the customer service hotline will inevitably be unbalanced between the two centralized call centers. Since the two call centers are operated independently, to a certain extent, it has caused a waste of seats and human resources. reduction in service quality;

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