Reseach On Design And Analysis Of CLoud-Based Call-Center System Of Custom Relationship Management

With the rapid development of economic, the competition among the enterprises increases fiercely day by day. At this time, to meet customer’s needs and to provide customers with satisfactory and qualified service are not only the key to establish the good customer relations, but also is the top priority of the business development. But most customers have more discontent to the service of the call center. In the call center system, the artificial agents are very busy because of the large service data, and they can not afford the24hours service for the customers. But in the call center24hours self-service system, it can only provide simple information inquiry, and if you want to solve more complex problems or queries according to the customer characteristics, you have to go through the manual seating for resolution. At present, for the enterprises, the amount of the customers’ increasing, leads the company having to buy more and more storage machine to story the large amount of the information of the customers. All the elements has been the disorder of the company’s development and the increasing of its profit.The article takes a deeply research on the large data storage, self-service of characterized information, problem solving, distributing of the information and the quick searching of the customer’s information in the system of the call center in CRM system, from three parts to analyze the system as below:(1) This article is distributed cloud computing technology and virtual storage technology to the call system, the distribution of a large number of customer data stored in a distributed virtual resource pools in the cloud storage devices, while taking advantage of voice recognition technology, keyword extraction, semantic analysis technology will need to be resolved with the customer resource pool to match customer data. According to the Hash method to take the address of the place where is the information storage as the key words of its characters. For the customer, the distribution of storage is convenient for the information searching. And for the company, it can help to save the storage place and to reduce the cost of buying the machine for storage as to increase the profit. Also it is good to the balance of the whole system.(2) Meanwhile, the use of ant colony optimization algorithm for data classification and search, to quickly search purposes. For customers to build a fully self-help, fast, convenient and satisfactory call center system for enterprises to reduce costs, and established a good relationship with customers, get great customer satisfaction and maintain customer loyalty, for the enterprise development has laid a more solid foundation.(3) And this article takes the cloud-based call center system into the customer service center of the credit department of Bank A to meet the need of the high costing and high using of the credit card to build a totally self-service, convenient, satisfied call center system, also to reduce the cost of the enterprise, to build a good relationship between the customer and the enterprise, in order to gain the most satisfaction from the customer, which is the foundation for the development of the enterprise.