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云计算下的分布式联络中心服务设计
引用本文:李军祥,戴韬,叶春明.云计算下的分布式联络中心服务设计[J].上海理工大学学报,2014,36(4):338-344.
作者姓名:李军祥  戴韬  叶春明
作者单位:上海理工大学,,
基金项目:国家自然科学基金项目(71090404/71090400,71102070, 11171221, 71271138, 71202065, 71103199, 71371140),上海市一流学科项目(XTKX2012,S1201YLXK), 上海市教委创新基金(14YZ088,14YZ089),上海理工大学培育基金项目(12XSY10, 13XGM03)和上海市研究生和大学生创新项目(JWCXSL1302,201210252056,XJ2013120).
摘    要:建立分布式联络中心是企事业单位未来发展的趋势,但成本问题限制了其推广和应用,云计算的出现有效地解决了这一问题.通过对云计算和分布式联络中心进行研究,分析了云计算的关键技术优势和分布式联络中心的特点,针对这些优势特点提出了科学地将云计算应用到分布式联络中心的一些具体服务设计方案,并进一步研究了采用云计算后,分布式联络中心所具有的功能和优点,为云计算分布式联络中心的实际推广应用提供了理论依据.

关 键 词:分布式联络中心  云计算  服务设计
收稿时间:7/4/2013 12:00:00 AM

Service Design of Distributed Contact Centers in Cloud Computing
LI Jun-xiang,DAI Tao and YE Chun-ming.Service Design of Distributed Contact Centers in Cloud Computing[J].Journal of University of Shanghai For Science and Technology,2014,36(4):338-344.
Authors:LI Jun-xiang  DAI Tao and YE Chun-ming
Affiliation:Business School, University of Shanghai for Science and Technology, Shanghai 200093, China;Glorious Sun School of Business and Management, Donghua University, Shanghai 200051, China;Business School, University of Shanghai for Science and Technology, Shanghai 200093, China
Abstract:It is a developing trend of the enterprises and institutions to build a distributed contact center. However, the cost limits its development. For solving effectively the cost problem, the method of applying cloud computing to distributed contact centers is presented. By researching the key technology of implementing cloud computing and the characters of distributed contact centers, some detail implementation schemes of service design of combining distributed contact centers with cloud computing were given. Furthermore, some functions and advantages employing scientifically cloud computing in distributed contact centers are outlined, which provides a theory basis for the practical application.
Keywords:distributing contact center  cloud computing  service design
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