Cloud computing technology-based virtual call center system and operating method thereof

Abstract

The invention discloses a cloud computing-based virtual call center system, which comprises a management layer (14), a data layer (13), a service layer (12) and an access layer (11). The management layer (14) is used for providing a management portal for managing the virtual call center system. The data layer (13) is used for performing data acquisition, counting, backup, monitoring and / or storage. The service layer (12) comprises a plurality of service domains (121, ..., and 12n) and a uniform resource management and location server (120), wherein the service domains are networked with one another to form service cloud for providing various service resources; and the uniform resource management and location server (120) is used for managing the service cloud, and performing unified call management, call routing, call distribution, seat management and / or intelligent queuing. The access layer (11) comprises a plurality of access domains (111, ..., and 11n), wherein the plurality of access domains provide various call access resources, and are networked with one another to form access cloud. The invention also provides a method for operating a virtual call center.

Description

technical field [0001] The invention relates to a virtual call center platform and its operating method, in particular to a virtual call center system realized by a cloud computing method based on a shared infrastructure and its operating method. A virtual call center platform with super large capacity is realized by using the cluster computing method of shared infrastructure. Background technique [0002] Call center, also known as customer service center, is a complete and comprehensive information system based on CTI (Computer Telephony Integration) technology, making full use of multiple functions of communication network and computer network, and connecting with enterprises. The service system uses various advanced communication methods to effectively provide customers with high-quality, high-efficiency, and all-round services. As the window of the enterprise, the call center can receive and respond to all customer calls from consumption consultation, complaints, sugge...

AI Technical Summary

Problems solved by technology

[0010] 1) PBX software and hardware resources cannot be linearly expanded;

[0011] 2) The resources of PBX and CTI server cannot be dynamically configured and shared;

[0012] 3) When building a large-capacity call center or expanding the existing call center, it is necessary to increase the relay board, IVR interface board and user interface board, and also need to expand the software and hardware of the PBX, which greatly increases the construction and expansion costs. cost;

[0013] 4) It is impossible to configure various hardware devices and software resources in real time according to the traffic volume;

[0014] 5) In order to cope with possible failures of PBX and CTI, it is necessary to set redundant backup equipment for the combination of PBX and CTI server, which increases the construction cost of the call center

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