Abstract—With the rapid development of cloud computing and information technology, traditional contact center no longer satisfies the company’s growth. Meanwhile, the new concept which focused on the needs of customers and services requires a much advanced contact center. Based on the technologies of cloud computing, Next Generation Network (NGN) and distributed technology, we first discusses the architecture of our advanced contact center, and then proposes the logic relationship of communication entities as well as a further design of centralized prototype for multimedia services and standard Session Initiation Protocol (SIP). So as to support typical calling process services, our approach includes two related examples; also, we design a typical signaling process for different services among involved network entities. Finally, we analyze the features and deployment applications of this novel cloud contact center.
Index Terms—Contact center, cloud computing, next generation network, multimedia.
Li Pengyu, Zhang Guoping and Zhang Boju are with Beijing Huiyuan Jiyun Information Technology Corporation, Beijing, China (e-mail: maxlipengyu@ gmail.com).
Chen Xin is with North Carolina State University, Raleigh, USA
Huang Daochao is with Beijing Jiaotong University, Beijing, China.
Cite: Li Pengyu, Chen Xin, Zhang Guoping, Zhang Boju, and Huang Daochao, "An Advanced Commercial Contact Center Based on Cloud Computing," International Journal of Information and Education Technology vol. 2, no. 4, pp. 407-411, 2012.