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Virtual call center system and virtual call method

A virtual call and center system technology, applied in the field of communications, can solve the problem that call centers are not suitable for small and medium-sized enterprises, and achieve the effect of reducing enterprise cost investment, enhancing competitiveness, and lowering thresholds

Inactive Publication Date: 2007-11-28
NANJING ZHONGXING XIN SOFTWARE CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] From the above analysis, the existing traditional call center is not suitable for small and medium enterprises

Method used

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  • Virtual call center system and virtual call method
  • Virtual call center system and virtual call method
  • Virtual call center system and virtual call method

Examples

Experimental program
Comparison scheme
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Embodiment Construction

[0042] The specific implementation manners of the present invention will be described in detail below with reference to the accompanying drawings.

[0043] Fig. 1 shows a structural diagram of a virtual call center system according to an embodiment of the present invention. The call center system includes:

[0044]The virtual call center business module 102 is used for user access and connection with agents. After users enter the virtual call center business, they apply for queuing to the queuing service module. Make a call to the corresponding registration number. After the call is successful, the user and the service agent start talking. The virtual call center business module also completes the self-service of the agent. The agent can maintain his service status anytime and anywhere through the virtual call center service, including registration and Bind an arbitrary phone terminal to start the service and unbind the bound phone to end the service.

[0045] The queuing se...

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Abstract

This invention provides a virtual call central system including: a virtual call central service module used in accessing users and connecting phone calls fed back by a queue service module according to a transfer rule and carrying out self-help service to position personnel, a queue service module used in maintaining state of registered phones corresponding to the positions to realize queue of users and feed back the result to the virtual call center service module, a self-door and background management module used in managing the virtual call center system and a database used in recording service information and providing registration number information of initialized positions to the queue service module. This invention also provides a virtual call method.

Description

technical field [0001] The invention relates to the communication field, in particular to a virtual call center system and a virtual call method. Background technique [0002] The call center is an interactive value-added service system based on telephone, fax machine, computer and other communication and office equipment. Customers obtain the information or services they need with the help of system IVR (Interactive Voice Response, Interactive Voice Response) voice navigation or artificial seats. At present, the call center solution with CTI (Computer Telephony Integration) technology as the core and the close integration of computer network and communication network has gradually replaced the traditional solution with PC board as the core, and has become the so-called third-generation call center solution. center. [0003] At present, some large enterprises have established their own call centers as a window for enterprises to provide external services, and provide good ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523H04M3/51H04Q3/64
Inventor 汤奎
Owner NANJING ZHONGXING XIN SOFTWARE CO LTD
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