Contact center system based on multi-cloud architecture and implementation method thereof

Abstract

The invention provides a contact center system based on a multi-cloud architecture and an implementation method thereof. A plurality of basic clouds are respectively deployed with contact centers capable of independently providing services for tenants; a first information comparison table and a second information comparison table are created, the first information comparison table comprises the position identification of each contact center and the network access address corresponding to the position identification, the second information comparison table comprises information of all tenants and the position identification of the contact center corresponding to each tenant, wherein the position identifier of the contact center is used for uniquely identifying the contact center; and the first information comparison table and the second information comparison table are synchronized to each contact center so as to realize deployment of the contact center system based on the plurality of basic cloud architectures. The operation reliability and availability of the contact center are improved, the contact center service with smaller time delay can be provided, a contact center service provider does not need to be locked for a single basic cloud provider, and the system and the cost can be optimized.

Description

technical field [0001] The present application relates to the technical field of information processing, and in particular to a technology of a contact center system based on a multi-cloud architecture. Background technique [0002] Due to the rapid development of the Internet and cloud computing technology, many contact centers based on cloud computing have emerged. As a shared cloud platform, it is oriented to enterprises and provides cost-effective and easy-to-use call centers, customer service centers, contact centers and other services to many tenants. . Tenant-level data isolation can be provided, and tenants have independent access numbers, inbound and outbound line resources, agent application entrances, etc. [0003] Although a single cloud computing platform has high reliability and availability, for SaaS (Software as a Service, software as a service) providers and many tenants who provide contact center services, if the IaaS (Infrastructure as a Service, basic I...

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Problems solved by technology

[0003] Although a single cloud computing platform has high reliability and availability, for SaaS (Software as a Service, software as a service) providers and many tenants who provide contact center services, if the IaaS (Infrastructure as a Service, basic If a single cloud computing platform provided by a facility as a service) provider fails, it means that the services provided by the contact center based on the cloud computing platform will be interrupted or stopped, which will not only bring losses to the SaaS provider providing contact center services, but also This is unacceptable for tenants who require 24 / 7 customer service to their customers / users

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