A contact center system based on multi-cloud architecture and method for realizing the same

A contact center and system implementation technology, applied in the field of information processing, can solve the problems of SaaS supplier loss, service interruption, stop, etc., and achieve the effect of improving reliability and availability, reducing delay, optimizing system and cost

Active Publication Date: 2021-10-19
慧捷(上海)科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

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

Method used

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  • A contact center system based on multi-cloud architecture and method for realizing the same
  • A contact center system based on multi-cloud architecture and method for realizing the same
  • A contact center system based on multi-cloud architecture and method for realizing the same

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Embodiment Construction

[0043] The present invention will be described in further detail below in conjunction with the accompanying drawings.

[0044] In a typical configuration of this application, the devices, devices or modules involved in each component of the system include one or more processors (CPU), input / output interfaces, network interfaces and memory.

[0045] Memory may include non-permanent storage in computer-readable media, in the form of random access memory (RAM) and / or nonvolatile memory, such as read-only memory (ROM) or flash RAM. Memory is an example of computer readable media.

[0046]Computer-readable media, including both permanent and non-permanent, removable and non-removable media, can be implemented by any method or technology for storage of information. Information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random acce...

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Abstract

This application provides a contact center system based on multi-cloud architecture and its implementation method. The contact center can independently provide services to tenants by deploying on several basic clouds; create a first information comparison table and a second information comparison table, wherein the The first information comparison table includes the location identifier of each contact center and its corresponding network access address, and the second information comparison table includes all tenant information and the location identifier of the contact center corresponding to each tenant, wherein the The location identifier of the contact center is used to uniquely identify the contact center; the first information comparison table and the second information comparison table are synchronized to each contact center to realize the deployment of the contact center system based on several basic cloud architectures. It improves the reliability and availability of contact center operation, and can also provide contact center services with less delay. It also prevents contact center service providers from locking in a single basic cloud provider, and can optimize the system and cost.

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...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L12/24H04L29/08
CPCH04L41/0803H04L67/10H04L67/52
Inventor 易奇志张坤周大志孟慧智张宏
Owner 慧捷(上海)科技有限公司
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