客服系统接口优化方案

目前我公司客服系统每月接入话务量超一亿次,每天接入话务量达300多万,月初每天话务量达到500多万,平日每天客服系统与BOSS系统接口数据交互量在1100万次以上,BOSS系统提供给外部接口的资源有70%以上均被客服系统占用,使BOSS系统服务开通主机、中间件主机甚至BOSS和客服系统连接网络都承受很大压力。在实际运营中,由于网络闪断,接口延迟,BOSS中间件堵塞等多种原因,常造成客服系统出现分层失败、IVR自动查询缓慢等故障,影响客户使用热线感知和客户满意度。

At present,the customer service system of our company has more than one hundred million times on insert telephone traffic every month,about 3 million times a day,on the busy day at the beginning of a month the telephone traffic may over 5 million times.Data interface interaction volume between the custom service system and the BOSS system is over 11 million times,the BOSS system to provide the resources to the external interface more than 70% were customer service system to take up,make the BOSS system service opened host,middleware host even the connected network between BOSS system and customer service system are under great pressure.In the practical operation,many reasons as the network flash to break,interface delay,BOSS middleware up and so on;usually cause breakdowns as customer service system appear stratified failure,IVR automatic inquiry slow,influence customers to use hotline perception and customer satisfaction.