The "cloud" practice in the "Sense and movement" center of the British legislature

British Science and Technology (ZINGLABS) as a professional based on the field of contact center of the original manufacturers, in the years of market practice has made good results, its products are known as "High-performance Integrated architecture Contact Center Products" representative. At present, "cloud" technology in all walks of life has received widespread attention, in the field of contact center is also the case, many "cloud" base, "cloud" Hosting, "cloud" structure of the contact center are in the construction or conception. As an advanced contact center platform manufacturers of the British science and technology, a few days ago on its "cloud" understanding and "cloud" technology in its products in the application of the relevant elaboration and introduction.

British science and Technology believes that "cloud computing" technology from its essence is not a new technical situation, is from the grid computing development and changes in a multi-point collaborative computing approach, the application of network technology is also its important support model. Of course, at present, the concept of "cloud" in the field of contact center has been broadened and developed, however, the core of the emphasis is the rational reuse of computing resources in the network, flexible mobility, the deployment of business promotion on-demand, due to the need for adjustment and other capabilities; Of course its powerful scalability, high reliability, High versatility and virtualization services are also important features of the service. In addition, energy conservation and environmental protection are widely regarded as one of the reasons for this way. The common types of cloud computing services in the general IT environment are IaaS (infrastructure as a service base cloud), PaaS (Platform as a service platform cloud), and SaaS (Software as a service application cloud), In view of the particularity of the application of the contact center, we are facing the construction work of the private cloud category, and because of the universality of individual application among users in this field, it is difficult to conclude that a typical application can generally cover the application demand of most users, This is also the reason that many integrators and operators are clinging to this aspect.

As a professional base in the field of contact center of the original manufacturers, the British science and technology to the "cloud" technology application also has a lot of their own practice and experience, the British legislature that: in the area of contact center, the final solution to the user's actual problem should be SaaS, but SaaS is not isolated, it needs a good PaaS Support of the comprehensive ability of the layer. For the contact center, the main embodiment of the PAAs layer is control and data processing, so the unified control based on SoftSwitch architecture and unified data processing capability under unified logic are the main tasks that the PAAs layer needs to deal with. Anglo-Tech believes that as a professional focal point in the field of the original manufacturers, should be in the PaaS layer to strengthen their own platform capabilities, so as to better the implementation of the SaaS layer of the various applications to be faced with adequate support. The enhancement of platform capability is limited only to capacity and stability, and it should be considered based on heterogeneous integration capabilities for multiple services, including the development of new technologies, such as the integration of IoT technology.

In fact, in the current cloud computing trend, the British legislature is very few practitioners, its user-oriented needs of the innate advantage has made it accumulated a lot of practical experience, thus naturally created its own cloud strength.

Zingframework® 's "Contact Center Cloud Architecture" is embodied in:

AG100 Cloud computing capability: Load balancing mechanism, build whole network "cloud Resource Center"

√ Distribution calculation: Each AG100 load PBX, ACD, IVR, REC operation, sharing the pressure, but also realize the SSC under the unified control of the distribution calculation;

√ Load balancing: "Cloud" multiple sets of AG100 can achieve load balancing, ensuring the high reliability of the system;

√ Dynamic increase: Based on cluster and VOIP networking technology, to achieve AG100 on demand and smooth expansion of the "cloud" within the dynamic increase in resources and configuration management.

SSC Cloud computing capabilities: mutual overflow and standby mechanism to achieve "cloud resources" unified control and management

√ Mutual overflow: Based on multiple systems in the network structure of the mutual overflow mechanism, the realization of multiple systems "Unified + multiple" business distribution, to protect the "cloud" resources in the sharing and interaction.

√ Business integration: mutual overflow and standby mechanism to realize the unified configuration and management of the whole network resources, based on the business needs of all the overflow overflow strategy to achieve dynamic resource allocation and balance scheduling.

CTI's cloud computing capabilities: achieving unified data uniquely identified, building "cloud data centers"

√zingframework® realizes data integration in heterogeneous environment and realizes unified data.

√CTI cloud computing capabilities, using distributed computing, to achieve a multiple data source environment, based on "unified logic" of the unified data and external interface.

IVR Cloud computing capabilities: Pre-IVR technology to achieve the virtualization of the independent service business

√ Optimize the ratio of resources: according to the business adjustment of the ratio before and after the number, maximize the optimization of system resources, reasonable allocation of resources before and after the ratio;

√ Save Resources Input: Save the resources of the post system so that the post system is configured according to the number of telephone transfers instead of the total number of incoming calls, saving 50% to 80% of the PBX channel resources.

√ Through IVR Voice exchange technology, to achieve a number of IVR platform load balancing mechanism to protect the "unified + multiple" self-service voice business needs.

UC Full Media integration capability

√ Integrated SIP: Provides full media service processing capability for customer applications based on SIP protocol, supports access to a variety of communication modes such as landline, mobile, fax, mail, SMS, Internet and WEB telephony, as well as 3G video interaction and RFID application.

√ Unified control: SSC as a full Media control center to achieve unified control and management based on media communication channels, including unified access, unified routing, unified distribution, unified queuing, unified processing, and media flow control process based on unified data management real-time monitoring and reporting statistics.

The "cloud" value embodied in the "sense-move" center of the British Science and technology is based on the Zingswitch®cvnet contact center platform and Operational performance management platform developed on the basis of zingframework® efficient integration architecture, Integrating business systems and operations management systems and media exchange platforms the formation of "multiple unified" customer contact platform, using the "cloud" structure of the life balance model for the enterprise to build dynamic and stable, adapt to business development needs of the whole media contact platform, ping through the "cloud" ability to enhance the efficiency of contact, Thus enhancing the productivity level of business operation.