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Method and system for positioning interactive voice answering flow node

An interactive voice and node location technology, applied in automatic switching office, telephone communication, electrical components, etc., can solve the problems of complex IVR process and inability to quickly and accurately locate IVR process nodes

Active Publication Date: 2007-09-19
HUAWEI TECH CO LTD
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Problems solved by technology

[0005] In the process of implementing the present invention, the inventor finds that there are at least the following problems in the prior art: as can be seen from the flow process of the above IVR platform playback, the whole IVR flow process is more complicated, and the user must go through a very deep flow process and a long time to obtain all required information, but cannot quickly and accurately locate the appropriate IVR process node

Method used

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  • Method and system for positioning interactive voice answering flow node
  • Method and system for positioning interactive voice answering flow node
  • Method and system for positioning interactive voice answering flow node

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Embodiment Construction

[0038] In order to make the technical solutions and advantages of the embodiments of the present invention clearer, the embodiments of the present invention will be further described in detail below with reference to the accompanying drawings and examples.

[0039] The IVR process node positioning method provided by the embodiment of the present invention includes: creating a venue for user equipment, agent equipment and IVR platform; in the venue, after receiving the node information sent by the user equipment, the agent equipment instructs the IVR platform to locate the node information corresponding process node.

[0040] Wherein, the creation of a meeting place for the user equipment, the agent equipment and the IVR platform refers to creating a multi-party communication environment for the user equipment, the agent equipment and the IVR platform. In this environment, users and agents can hear the IVR voice flow at the same time, and users and agents can also talk.

[004...

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Abstract

The present invention provides a node position method and system for an in-turn voice reply (IVR) process. The method comprises: establishing a meeting place for user equipments, seat equipments and IVR platforms; in the meeting place, upon receiving node information from the user equipment, the seat equipment directing the IVR platform to position at a process node corresponding to the node information. Furthermore, the present invention also provides a kind of meeting place module. With the technical scheme in this invention, the seat equipment can perform voice-guiding for the user to enable the user quickly position at the appointed IVR process node, thus well usage feeling of the user is ensured and satisfaction degree of the user is improved.

Description

technical field [0001] The present invention relates to call center technology, in particular to an interactive voice response (IVR, Interactive Voice Response) process node positioning method and system, and a venue module. Background technique [0002] Call center is an important part of enterprise customer relationship management. It is also called customer service center or customer care center. It provides customers with various access methods such as telephone, fax, and Internet, and is the link between customers and enterprises. In the current highly competitive market environment, call centers have become an indispensable means of service for enterprises to improve efficiency and strengthen customer relationships. Through the call center, enterprises can keep abreast of customer needs and solve various problems of customers. [0003] The call center is a comprehensive business processing platform that can provide powerful business support capabilities. Operators ca...

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Application Information

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IPC IPC(8): H04M3/42
CPCH04M3/493
Inventor 潘坚潘建颖
Owner HUAWEI TECH CO LTD
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