Design and Implementation of Key Architecture for Distributed Rental Call-Center Platform Based on NGN
Yanling Deng, Jingang Xia, Li Zhang · 2023
Due to the impact of COVID-19, the previous centralized customer service has been changed to a home office model. Traditional distributed Call-Centers cannot solve the problem of multiple users sharing platform resources. This article analyzes its causes from two dimensions: market and technology. This is the research background of this article. The purpose is to study a Call-Center that not only meets the needs of remote work by agents, but also enables centralized data management. The distributed rental Call-Center platform born from this is a feasible solution to solve the problem of multi tenant shared call resources. The significance of the result lies not only in its progressiveness technology, but also in that the platform adapts to the development trend of the future Call-Center in outsourcing services, agents leasing and other aspects..