CN116634065A - Self-adaptive switching and converting system of multimedia call center based on Freeswitch and Genesys - Google Patents
Self-adaptive switching and converting system of multimedia call center based on Freeswitch and Genesys Download PDFInfo
- Publication number
- CN116634065A CN116634065A CN202310670460.4A CN202310670460A CN116634065A CN 116634065 A CN116634065 A CN 116634065A CN 202310670460 A CN202310670460 A CN 202310670460A CN 116634065 A CN116634065 A CN 116634065A
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- multimedia
- freeswitch
- genesys
- call center
- center based
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- 238000006243 chemical reaction Methods 0.000 claims description 9
- 230000003044 adaptive effect Effects 0.000 claims description 3
- 230000010354 integration Effects 0.000 abstract description 5
- 238000000034 method Methods 0.000 abstract description 3
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000007547 defect Effects 0.000 description 1
- 238000010586 diagram Methods 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
- H04L51/046—Interoperability with other network applications or services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/07—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail characterised by the inclusion of specific contents
- H04L51/10—Multimedia information
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/52—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/56—Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Multimedia (AREA)
- Computing Systems (AREA)
- Telephonic Communication Services (AREA)
- Stored Programmes (AREA)
Abstract
The application relates to the technical field of call centers and discloses a self-adaptive switching and converting system of a multimedia call center based on Freeswitch and Genesys, which comprises a multimedia smooth converting module and an automatic resource management module. The system supports multimedia modes such as voice, video, weChat and text, and supports social media applications such as plug-in mode integration Facebook, whatsApp. In the smooth switching process, the system realizes smooth switching among the multimedia by technical means and ensures that the service quality is not affected. Meanwhile, the system can automatically close unnecessary media links according to the intention of a customer, release resources and improve the efficiency and performance of the system. The application provides a new solution for the technical field of call centers and improves the service quality and satisfaction of clients.
Description
Technical Field
The application relates to the technical field of call centers, in particular to a self-adaptive switching and converting system of a multimedia call center based on Freeswitch and Genesys.
Background
Call centers such as 1860 in the telecommunications industry, 95555 in the financial industry, and the like, also known as customer service systems, are call processing information systems that integrate multiple technologies, computer-telephony integration (Computer Telephony Integration, CTI), automatic call distribution (Automatic Call Distribution, ACD), and databases. The user can access the call center through various access modes such as telephone, fax, email and the like. After the user terminal is accessed to the call center, the task prompt tone of the call center can be received, and the user terminal can be accessed to a database or a seat according to the voice prompt of the call center to obtain the required information service, such as requirements, questions, complaints, suggestions, challenges and the like, to enterprises.
The existing multimedia call center is difficult to smoothly switch among multimedia, and influences the service quality and satisfaction degree of clients.
Disclosure of Invention
The application aims to solve the defects in the prior art, and provides a self-adaptive switching conversion system of a multimedia call center based on Freeswitch and Genesys.
In order to achieve the above purpose, the present application adopts the following technical scheme:
a self-adaptive switching conversion system of a multimedia call center based on Freeswitch and Genesys comprises a multimedia smooth conversion module and an automatic resource management module.
As a further scheme of the application, the multimedia smooth conversion module adopts a technical means to smoothly convert among multimedia without influencing the service quality and the customer satisfaction.
As a further scheme of the application, the automatic resource management module can automatically close the unneeded media links according to the intention of the client, release the resources and improve the system efficiency and performance.
The beneficial effects of the application are as follows:
the system supports multimedia modes such as voice, video, weChat and text, and supports social media applications such as plug-in mode integration Facebook, whatsApp. In the smooth switching process, the system realizes smooth switching among the multimedia by technical means and ensures that the service quality is not affected. Meanwhile, the system can automatically close unnecessary media links according to the intention of a customer, release resources and improve the efficiency and performance of the system. The application provides a new solution for the technical field of call centers and improves the service quality and satisfaction of clients.
Drawings
Fig. 1 is a schematic structural diagram of a self-adaptive switching and converting system for a multimedia call center based on Freeswitch and Genesys according to the present application.
Detailed Description
The following description of the embodiments of the present application will be made clearly and completely with reference to the accompanying drawings, in which it is apparent that the embodiments described are only some embodiments of the present application, but not all embodiments.
It should be noted that, without conflict, the embodiments of the present application and features of the embodiments may be combined with each other. The application will be described in detail below with reference to the drawings in connection with embodiments.
Referring to fig. 1, a multimedia call center adaptive switching conversion system based on Freeswitch and Genesys includes a multimedia smooth conversion module and an automatic resource management module.
In this embodiment, the multimedia smooth conversion module adopts a technical means to smoothly convert between multimedia without affecting the service quality and customer satisfaction.
In this embodiment, the automatic resource management module automatically closes the unnecessary media links according to the intention of the client, releases the resources, and improves the system efficiency and performance.
From the above description, it can be seen that the above embodiments of the present application achieve the following technical effects: the system is integrated based on Freeswitch and Genesys platforms, supports multimedia modes such as voice, video, weChat and text, and supports social media applications such as plug-in mode integration Facebook, whatsApp. In the smooth switching process, the system realizes smooth switching among the multimedia by technical means and ensures that the service quality is not affected. Meanwhile, the system can automatically close unnecessary media links according to the intention of a customer, release resources and improve the efficiency and performance of the system. The plug-in mode integrates social media application, improves the application range and flexibility of the system, and meets the requirements of different users.
It will be evident to those skilled in the art that the application is not limited to the details of the foregoing illustrative embodiments, and that the present application may be embodied in other specific forms without departing from the spirit or essential characteristics thereof. The present embodiments are, therefore, to be considered in all respects as illustrative and not restrictive, the scope of the application being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. Any reference sign in a claim should not be construed as limiting the claim concerned.
Furthermore, it should be understood that although the present disclosure describes embodiments, not every embodiment is provided with a separate embodiment, and that this description is provided for clarity only, and that the disclosure is not limited to the embodiments described in detail below, and that the embodiments described in the examples may be combined as appropriate to form other embodiments that will be apparent to those skilled in the art.
Claims (3)
1. A self-adaptive switching conversion system of a multimedia call center based on Freeswitch and Genesys is characterized by comprising a multimedia smooth conversion module and an automatic resource management module.
2. The adaptive switching system of a multimedia call center based on Freeswitch and Genesys according to claim 1, wherein the smooth switching module of multimedia uses technical means to switch smoothly between multimedia without affecting service quality and customer satisfaction.
3. The adaptive switching system of a multimedia call center based on Freeswitch and Genesys according to claim 1, wherein the automatic resource management module automatically closes unnecessary media links according to the intention of the customer, and releases resources, thereby improving system efficiency and performance.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202310670460.4A CN116634065A (en) | 2023-06-07 | 2023-06-07 | Self-adaptive switching and converting system of multimedia call center based on Freeswitch and Genesys |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202310670460.4A CN116634065A (en) | 2023-06-07 | 2023-06-07 | Self-adaptive switching and converting system of multimedia call center based on Freeswitch and Genesys |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN116634065A true CN116634065A (en) | 2023-08-22 |
Family
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202310670460.4A Pending CN116634065A (en) | 2023-06-07 | 2023-06-07 | Self-adaptive switching and converting system of multimedia call center based on Freeswitch and Genesys |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN116634065A (en) |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US9762733B1 (en) * | 2016-09-21 | 2017-09-12 | Genesys Telecommunications Laboratories, Inc. | System and method for recommending communication mediums based on predictive analytics |
| CN108933871A (en) * | 2018-07-12 | 2018-12-04 | 平安科技（深圳）有限公司 | Call center's incoming call traffic method for routing, apparatus and system |
| US11337133B1 (en) * | 2021-02-08 | 2022-05-17 | InContact Inc. | Systems and methods for optimal channel selection |
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2023
- 2023-06-07 CN CN202310670460.4A patent/CN116634065A/en active Pending
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US9762733B1 (en) * | 2016-09-21 | 2017-09-12 | Genesys Telecommunications Laboratories, Inc. | System and method for recommending communication mediums based on predictive analytics |
| CN108933871A (en) * | 2018-07-12 | 2018-12-04 | 平安科技（深圳）有限公司 | Call center's incoming call traffic method for routing, apparatus and system |
| US11337133B1 (en) * | 2021-02-08 | 2022-05-17 | InContact Inc. | Systems and methods for optimal channel selection |
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