Research On Customer Service System Construction Based On Cloud Platform

"A cloud" swept the entire telecommunications industry,to the domestic telecom operators to bring a rare opportunity and challenge.In 2009,China’s three major telecom operators were put forward based on the strategic deployment of the cloud.At the same time,with the passage of time,in the second cloud computing conference,China Mobile’s "cloud platform 1.0 version" debut.The platform can achieve the main functions of file distribution,cluster management,elastic calculation and parallel data mining.Then China Telecom "Tianyi cloud" cloud hosting and cloud storage services in 2012,the official operation of China Unicorn’s "fertile cloud" also completed in Hebei Province and other provinces operating support system cloud transformation.Based on the background of the cloud platform which has been built by the telecom industry,this paper puts forward some practical problems existing in the existing customer service center of the mobile company:the call of the 31 provinces and cities in the country The existing customer service call system,the external call recording storage time is very short,only three months time;customer service personnel can not provide personalized service-oriented customers.In summary,this paper focuses on how the existing cloud platform,build a more intelligent customer service system.The customer service system will mainly solve the following problems:(1)The use of existing cloud platform,31 provinces and cities of the call center centralized management of cloud architecture,in order to achieve resource sharing.(2)HDFS-based distributed storage technology to customer service system in the long-term preservation of the recording file to facilitate future calls at any time,verification,quality inspection.(3)This paper introduces how to apply the service flow engine technology into the existing call center call system so that the support mode of the customer service system changes from "function" to "customer".This paper puts forward the technical term of"Service Flow Engine",which integrates all kinds of business support subsystem modules and system resources needed by the packaged customer service representative in the service process,According to the service request to sort out a unified standardized process solutions,by clicking on the different tasks in the flowchart box,the system will automatically access the process solution and automatically pushed to the customer service representative.