分布式呼叫中心设计与实现

发布时间：2018-03-28 23:28

本文选题：分布式　切入点：IP技术　出处：《复旦大学》2008年硕士论文

【摘要】： 呼叫中心(Call Center),又称客户服务中心或信息联络中心,是指综合利用先进的通信及计算机技术(CTI),对信息和物流进行优化处理,集中实现沟通、服务和生产指挥的系统。它的出现改变了传统的商业模式。它使客户服务突破了时间、空间的限制,显著的提高了工作效率。尤其是在金融行业,它极大的促进了业务的开展。呼叫中心技术横跨计算机和通信两大技术领域,这两大领域在21世纪的高速发展极大的影响到与其发展密切相关的呼叫中心产业的发展,涌现出了很多新的技术和应用。尤其随着通信带宽的不断提高和×86服务器的运算能力的提高,软交换技术从前沿走向了成熟,新一代的分布式呼叫中心呼之欲出。项目方作为一家全国性的股份制金融服务机构,面对入世以后的金融业的全面开放,客户服务越发显得重要。为了提高公司客户服务质量,需要建设一套具有一定技术前瞻性的、并具备较大扩展能力的新一代呼叫中心系统。在系统详细设计过程,考察了业界最新的呼叫中心技术后,选用了成熟的技术成品,并结合公司实际业务需求,设计了一套分布式的、多渠道接入的呼叫中心系统。其中的关键就是利用了分布式呼叫中心技术,和统一后台业务系统技术。分布式呼叫中心用来保证当出现极端恶劣的情况(诸如地震、流行疾病等),都能够对外提供服务。统一后台系统的含义就是分布式呼叫中心系统中的所有节点都通过前置机调用统一的后台业务系统,并且能够在两个互备的、双活的后台业务系统之间灵活切换。这样就能够保证客户被统一路由不同呼叫中心节点的时候能够获得相同的业务受理。系统建成后,整个呼叫中心的峰值处理能力得到了较大的提高,系统可用率保持在99.9%以上、人工服务水平超过90%,在金融行业处于领先水平,客户满意率也保持在95%上,客户投诉率不超过0.1%。
[Abstract]:Call Center, also known as customer Service Center or Information Liaison Center, refers to the comprehensive use of advanced communications and computer technology to optimize the processing of information and logistics, and to centralize communication. Service and production command system. Its emergence has changed the traditional business model. It makes customer service break through the limitation of time and space, and significantly improve work efficiency. Especially in the financial industry, it greatly promotes the development of business. Call center technology straddles two major technical fields of computer and communication. The rapid development of these two fields in the 21st century has greatly affected the development of call center industry, which is closely related to the development of call center industry. Many new technologies and applications have emerged, especially with the continuous improvement of communication bandwidth and the improvement of the computing power of the 脳 86 server, the softswitch technology has moved from the frontier to maturity, and a new generation of distributed call center is coming out. As a national joint-stock financial service institution, customer service becomes more and more important in order to improve the quality of customer service in order to improve the quality of customer service. It is necessary to build a new generation call center system with some technical foresight and large expansibility. In the detailed design process of the system, after reviewing the latest call center technology in the industry, the mature technical products are selected, and a set of distributed system is designed in combination with the actual business requirements of the company. Multi-channel access call center system. The key is the use of distributed call center technology, and unified back-end service system technology. Distributed call center is used to ensure that in the event of extreme bad conditions (such as earthquakes, The meaning of a unified back-end system is that all nodes in a distributed call center system are able to call the unified back-end business system through a front-end machine, and can be prepared between the two systems. Flexible switching between two live back-end service systems can ensure that customers can receive the same service when they are uniformly routed to different call center nodes. After the completion of the system, the peak processing capacity of the whole call center has been greatly improved. The system availability rate remains above 99.9%, the level of manual service exceeds 90%, and the financial industry is in the leading level, and the customer satisfaction rate is maintained at 95%. Customer complaint rate is not more than 0.1%.
【学位授予单位】：复旦大学
【学位级别】：硕士
【学位授予年份】：2008
【分类号】：TN99

【引证文献】