基于融合技术的新一代联络中心的研究与设计

A Novel Design of Advanced Commercial Contact Center Based on Integral Technology

随着通信和信息技术的跨越式发展,传统呼叫中心已经难以满足企业快速增长的需求,同时以客户为中心和以服务为导向的经营理念对新一代联络中心提出了更高的要求。在联络中心技术快速革新的背景下,文中以软交换、NGN和分布式技术为基础,深入研究了基于融合技术的新一代联络中心的系统架构和软交换平台的逻辑关系,构建了支持全媒体业务和标准化SIP的统一通信平台。文章以联络中心中实时和非实时业务为例,分析设计了适合联络中心典型的话务和多媒体业务的信令流程,提出了适应新一代联络中心的业务部署方式,利用模糊综合评价方法对不同部署方式的特点进行对比评估,为新一代联络中心在大型企业中推广和应用提供重要的理论和实践依据。

With the rapid development of current communication and information technology, traditional call center no longer satisfies the company ＇ s growing needs. Meanwhile, the new concept which focuses on customers and services requires a much advanced contact cen- ter. Based on the technologies of soft-switch, next generation network and distributed technology, discusses the system infrastructure of advanced contact center and the logic topology of soft-switch platform, and then proposes a centralized communication platform based on multimedia services and standard SIP. Take real time and non-real time services as the examples, also designs a typical signaling processes for different services between network entities, as well as the infrastructure deployment. Finally, it evaluates the system performances of different methods with integral comprehensive evaluation method.