Communication middle station system adopting multi-stage hierarchical design

Abstract

The invention relates to the technical field of communication management, in particular to a communication middle station system adopting a multi-stage hierarchical design. The system comprises a communication resource unit, an internal and external management unit, an operation service unit and a function application unit. The communication resource unit is used for managing and scheduling communication resources; the internal and external management unit is used for performing docking management on resources and platforms supporting system operation; the operation service unit is used for establishing an end-to-end operation service channel; and the function application unit is used for customer communication interaction. According to the design, data and capability sharing can be realized, the enterprise communication efficiency and customer insight ability are improved, communication resources can be efficiently utilized, and the investment cost is reduced; an enterprise can be connected to a business foreground of a customer and an operation background for supporting guarantee, so that the customer can be quickly responded; standards of external technical suppliers can be unified, coordination ability is improved, operation and maintenance of a supplier system are facilitated, higher independent innovation ability is given to enterprises, and robust development of large enterprises is promoted.

Description

technical field [0001] The invention relates to the technical field of communication management, in particular to a communication center system adopting a multi-level layered design. Background technique [0002] As competition in the industry continues to intensify, some large enterprises need to provide customers with more attractive and interesting products and services through professional technology and innovation capabilities to win more customers. However, with the increasing complexity of the enterprise's internal IT system, the communication resources, technologies, application scenarios and organization within the system become complex and chaotic, resulting in repeated construction and repeated investment in the system construction process, and system technical capabilities are not shared , resources and data are not shared, leading to information fences; at the same time, the connection between the system background and the fast-running front desk is not direct a...

AI Technical Summary

Problems solved by technology

However, with the increasing complexity of the enterprise's internal IT system, the communication resources, technologies, application scenarios and organization within the system become complex and chaotic, resulting in repeated construction and repeated investment in the system construction process, and system technical capabilities are not shared , resources and data are not shared, leading to information fences; at the same time, the connection between the system background and the fast-running front desk is not direct and smooth enough, resulting in imperfect product management, which cannot quickly affect customers; in addition, with the increase in the number of external technology suppliers, external Supply docking is not standardized and cannot be coordinated, which leads to the complexity of the supplier system out of control, thus limiting the development of enterprises and the improvement of independent innovation capabilities

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