Design And Implementaion Of Business Support Platform For Cloud-Based Call Center

With the maturity and popularity of cloud computing,call center has entered the development stage of the next-generation technology,and cloud-based multi-tenant,elastically expandable call center emerges as the times require.The traditional single-tenant-based call center operation management system is no longer suitable for the development of cloud-based call centers.How to implement unified call center service management in a multi-tenant scenario has become an urgent problem for call center service providers.In order to realize the unified management of the cloud-based call center business,the business support platform for cloud-based call center was designed and implemented.Firstly,by analyzing the core functions of the existing call center service management,the requirements of the cloud call center service support platform are clarified.Thr-ough the investigation of the existing architecture design scheme for business management system,the design scheme of the business support platform based on microservice architecture is proposed,which realizes tenant management,trial management,order management,file management and monitoring reports.Aiming at the problem of low development efficiency and poor code reusability of state machine in business system,a solution of business-wide state machine engine based on the theory of finite state automata and drawing on the advantages of the existing state machine scheme is proposed.Aiming at the difficulty of enterprise cost forecasting analysis,a multivariate linear regression analysis method was used to establish a cost prediction model,and then the prediction model was optimized and verified by regression test method.The system test results show that the functions and performance of the business support platform for cloud-based call center are in line with the design expectations and have the capability of multi-tenant management,operation and production.The business-wide state machine engine effectively avoids the problem of logic chaos and repetitive development of the state machine in the business system.The establishment of the cost prediction model provides a reference for the business analysis and decision making of the enterprise.