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

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...

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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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