Design And Implementation Of Big Data Platform System For Call Center

With the continuous development of computer technology and the Internet,call centers have become popular from high-end aristocratic enterprises.Call centers are being applied in all walks of life,the data volume of call centers is constantly expanding,and the pressure on services is increasing.The traditional call center with stand-alone deployment faces great challenges.The information society has entered the era of big data.Enterprises are paying more and more attention to data information in call centers.Data information has become one of the most core resources of enterprises.Therefore,a big data platform system for call center is needed to better support enterprise call centers.This paper designs and implements a big data platform system for call center.The system realizes the data integration of multi enterprise and multi service in call center,including five parts:data access,data storage,data analysis,data service and data visualization.In the process of designing the system,three key issues are focused on:1.the research of multi service general modeling.For the different services of the call center,the core of building a platform application is to study business modeling.This paper proposes a multi-service modeling method based on annotations and reflections,which simplifies model implementation and improves model reusability.2.Research on data collection.The data source of call center is rich and there are many formats.Therefore,it is necessary to propose different collection methods for different data to achieve unified data storage.This paper presents a collection scheme suitable for call center data.3.Research on the complex query problem of HBase massive data.At present,there is no good method for the complex real-time query of non-Key column data in HBase.The author of this article proposes a HBase secondary index method based on ElasticSearch,which takes a good balance of data storage efficiency and data query efficiency.This paper first introduces the call center and big data technology and development status.Then by analyzing the business characteristics of the call center,investigating the shortcomings of the existing system,and analyzing the demand of the big data platform for the call center.Then,the key problems in the system are studied and the design scheme is given.According to the content of requirements analysis,the detailed design and implementation of the system are given.Finally,the whole system was tested completely,and the test showed that the system can meet the existing business requirements.