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Customer call center system

A call center and customer technology, applied in the field of information retrieval and service systems, can solve the problems of less queryable functions, fewer queryable fields, positioning, etc., and achieve the corresponding speed of service, increase system complexity, and improve convenience. Effect

Inactive Publication Date: 2007-11-28
ZTE CORP
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The current customer service reporting system mainly has the following problems: (1) The coding workload is heavy, and the names of individuals or units must be converted into English (or pinyin) strings according to the prescribed coding method and saved
Different coding schemes have different workloads for customer service personnel to memorize and code, but they all require special memorization by customer service personnel; (3) There are few queryable fields provided, and currently only personal and unit information can be located based on number and noun information
It cannot be located based on other information, such as address, industry, description and other information; (4) There are few query functions
Only number information query can be performed

Method used

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Embodiment Construction

[0014] The preferred embodiments of the present invention will be described below in conjunction with the accompanying drawings. It should be understood that the preferred embodiments described here are only used to illustrate and explain the present invention, and are not intended to limit the present invention.

[0015] In this embodiment, FIG. 1 is a structural diagram showing a customer call center system according to an embodiment of the present invention. As shown in Figure 1, the system includes:

[0016] The communication queuing machine 102 is used to realize the signaling exchange of the telecommunication network and telephone access, and under the control of the voice interactive answering module, realize the voice navigation to the user. Obtain the available agent and initiate a call to the agent phone and wait for the agent phone to be connected to realize the signaling processing of the telephone network and intelligent network and the voice channel processing. ...

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Abstract

This invention discloses a client call center system including: a communication queuing machine, a phone interaction replying module IVR, a position control module of a call center, a position interface module, a position telephone, a search engine module and a database, which does not have to code various information specially and the search engine sets up an internal index library to the information content in database and accesses the multiple service search function in the mode of index library.

Description

technical field [0001] The invention relates to the field of search engine and customer call center system, in particular to a system for information retrieval and service by using search engine in the customer call center. Background technique [0002] Customer call center system (CCC, Customer Call Center) is a customer service system established by using telecommunications call center technology. The customer service reporting system is a customer call center system dedicated to providing users with number query services. The user calls the unified access number through the phone. After the call enters the system, the voice navigation system will guide the user and assign the user to the customer service personnel. The customer service personnel collect the unit or personal information that the user wants to inquire by talking on the phone, inquire through the system query interface, and broadcast the returned number or other information through manual or automatic numbe...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/42G06F17/30
Inventor 游波李军
Owner ZTE CORP
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