Discussion on remote access technology of centralized Customer Service Platform

Remote access to the centralized customer service platform is a modern customer service system integrating computer, exchange, network and database technologies. It provides a variety of Value-Added Special Services and can generate services online.

With the fierce competition in the communication industry, customer service becomes the core competitiveness of enterprises. The current direction of technological development is inseparable from the needs of enterprises, and the customer service platform technology is no exception, establishing an efficient, flexible, and distinctive Customer Service Platform is an important topic for every enterprise. Now we take a communication company's local customer service system as an example to study and analyze the solution.

Requirement Analysis

The next-generation customer service platform must have the following three basic features: customer-centric, market-oriented, and cost-effective, through modular implementation of open collaboration platforms, application platforms, and access platforms, the initial question response of customer services is localized, which further promotes the improvement of customer service quality and effectively enhances local customer service capabilities.

Design Concept

To meet the growing needs of enterprises, the design concept must be set to centralized management, remote access, resource sharing, and load sharing. The customer service structure is as follows:

All over the Internet

Through existing data communication networks and the Internet, remote agents are added to cities with large business volumes to integrate the rich customer service system into every corner of the entire customer service platform system. Each region network uses a long-distance exchange network to connect incoming calls to a centralized center platform, queue and distribute calls on the central platform, allocate calls to appropriate agents, and centralize business data in the central data center, unified and background accounting system interfaces. Remote and local agents interact with servers in the central data center in the same mode.

Construction Condition transmission circuit Resources

The provincial data center is located in the aggregation Data Center of neighboring provinces, with sufficient transmission resources (PSTN + DCN). You can apply for additional relay at any time. The system can smoothly upgrade the agent by adding a board, and the cabling project has been completed at the operation site.

Equipment Power Supply System

The provincial data center is equipped with a 10 kV uninterruptible regulated power supply for the use of server cabinets and queuing machine cabinets. The UPS has a backup battery protection of no less than 1 hour. A 15 kV uninterruptible power supply is installed on the Agent terminal power supply. The use of two UPS not only ensures the normal supply of power supply, prevents the impact of Agent power supply on the security of the central system platform, and provides the stability of the power system.

Network Device Resources

The entire network is interconnected with the external DCN network through Cisco3550, and the other 2 m network is connected to the office network through protocol conversion. One computer is equipped with virus library upgrade and application software.

System Support Resources

Platform Construction Scheme Overview

The system equipment of the customer service platform is located locally. The whole system is designed as a browser/server (B/S) structure. System aggregation adopts three centralized principles: centralized management, centralized monitoring, and centralized maintenance. It is mainly reflected in data centralization and access centralization. That is to say, the system data and business data of all customer service platforms in the province are centralized in the provincial center, which is centrally maintained and managed by the provincial center, the systems and business access devices of all customer service platforms in the province are concentrated in the provincial center. The customer access routes and links of each branch are connected to the provincial center platform through long-distance bureaus.

Centralized Platform Module Design

● Main servers

The telephone and computer combine/Interactive Voice Response System server (CTI/IVRServer) queuing machine connects to the CTIServer over the network, and processes communication between all business system sites and the queuing machine through the standard CTI protocol.

The customer service platform server (CCS) is responsible for the platform's master control, communication with the queuing machine, automatic process read and write operations on the database, and control of the automatic playing process. The project uses COMPAQProliantML370 as the Master/Slave Mode, and is equipped with an Hpstorageworks Modularsmartarlay500 disk array.

The Business Intelligence Business Server (BI) performs statistics and trend analysis based on the system platform and business data of the customer service platform. The device specification is COMPAQProliantML370.

The Database Server (DBServer) provides platform databases and business databases. It adopts the COMPAQProliantML370 dual-host master/backup mode and is equipped with a DELL PV220S disk array.

The Application Server (APPServer) provides Internet access to customer services and electronic workflows. The project adopts a device specification of COMPAQProliantML370.

112 the centralized measurement server provides a database access proxy for automatic service processing and interpretation execution. The project uses the hpProliantML370 device specification.

● Main Control Points

The voice resource site (VP) provides voice resources to enable the whole system's automatic process. The project adopts the industrial computer 610 industrial computer.

The speech processing site FP) provides fax resources and equipment types. The industrial computer 610 is responsible for sending and receiving faxes in the automatic process of the system.

Network Control Point (NCP) interface between the business and the measurement system. The device specification used in the project is hpProliantML370.

The console/Platform maintenance platform BAM is responsible for data configuration and maintenance of the queuing machine/platform data modification, system monitoring, REPORT query, database operations, and queuing machine maintenance. The device specification used in the project is IBMPCNetVista.

● Other devices

The operator of the agent device receives incoming calls and performs services. The device specification used in the project is IBM/DELLPC. The terminal is configured above P4 and has a phone (headset ).

Vswitch network connection. The device type used in the project is QuidwayS3026.

The HW binning box provides HW resource allocation. The device specification is INDUSTRIALCOMPUTER610.

112 Test commands issued by the acceptance center or local device of the test gateway. The device specification used in the project is IBMPCNetVista.

The firewall shields and protects external network access. The project uses the Netscreen25 device specification.

Remote Agent access Design

● Traffic negotiation mechanism

After the provincial customer service platform negotiates with the branch office, the branch accepts the traffic scope and transfers the local access. When a city customer calls the customer service access number, the call is transferred to the provincial center customer service platform through the long-distance Bureau.

● Agent access method

The city mainly uses the RSA remote module and the PC + phone method to set the agent group of the local customer service platform. You can also use the VoIP remote access method. The provincial center sets the nearest seat to provide provincial services.

● RSA remote module Mode

RSA provides a general remote Agent access method. It is physically an independent device that is connected to the queuing machine through the E1 standard interface.

● PC + phone

PC + PHONE Remote Agent, the operator uses ordinary PHONE as a communication tool to transmit CTI control information through the PC connection network.

● Remote VoIP

Remote VoIP agent, the operator uses a soft phone to transmit voice and data information through the H.323 standard of the IP network, and the PC connection network to transmit CTI control information,

The above design ensures that all-round agents can match the collaborative platform, application platform, access platform, and data platform through virtual channels.

Throughout the development of call center technology, the call center has undergone several changes and continuous optimization. The first generation of Call Center is commonly referred to as the hotline. The second generation of call center uses computer, network, and database technologies, the third-generation call center uses CTI Technology to synchronize voice and data. The call center is developed into a pure data network by using a standardized general software platform and general hardware platform, it can provide both manual and automatic voice services at the same time. The system is flexible, easy to upgrade, and the construction cost is low. The fourth generation of Call Center CTI technology is closely integrated with Internet technology, the call form is transformed from a single voice-based access to a combination of multiple media means, truly integrating Internet, PSTN network, CTI technology, and various software and hardware, make full use of their advantages and apply them to the call center service.

From the above analysis, we can see that this scheme is based on the third-generation technology and fully considers the trend of a smooth transition to the fourth generation, that is to say, the customer service center has overcome the disadvantages of high investment costs, poor scalability, scattered data, inability to monitor, sharing, and difficulty in adapting to business development, it also solves the big problem of flexible access to remote seats. It uses a centralized platform to implement a closed loop of local access, which greatly reduces the cost of local server construction and makes customer services more complete, fast, and accurate, this maximizes the timeliness and effectiveness of services, makes them closer to the local environment, and establishes and enhances the good image of local services. In future construction, Agent allocation will no longer be restricted by regions, server environments, and communication networks. You only need a computer connected to the Internet to process customer service requests. At the same time, it also makes access more extensive. In addition to the traditional telephone network, it also includes the access of network phones, IP faxes, instant messages, text messages, and other media. It will become a veritable multimedia call center, it is worthy of reference and promotion for enterprises of the service type. (

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