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A seal personalized work number reporting system and method

A seat and solution technology, applied in the direction of subscriber special services, etc., can solve problems such as single tone, lack of characteristics, and rigidity

Active Publication Date: 2010-12-08
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The purpose of the present invention is to provide a system and method for a personalized report number for an agent, which can provide users with different voice tones and tones of the report number, and is used to solve the problems of single tone, dullness and lack of characteristics

Method used

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  • A seal personalized work number reporting system and method
  • A seal personalized work number reporting system and method
  • A seal personalized work number reporting system and method

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Embodiment Construction

[0021] The present invention will be described in detail below in conjunction with the accompanying drawings and specific embodiments.

[0022] Such as figure 1 As shown, the present invention provides a system of agent personalized report number, which is applied to the call center, which includes an access module, a storage module, a configuration module and a processing module; each module of the system of the present invention is described in detail below.

[0023] The access module communicates with an external call center, figure 1 Connected to the external telephone network or softswitch network, the access module is mainly used to receive the user's incoming call and its private information; generally, the private information refers to the unique content of a certain process itself, such as process name, process Content, equipment, parameters, etc.; in the present invention, the private information can be the calling number information of the user's incoming call; t...

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PUM

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Abstract

The invention discloses a system and a method of a seat personalized work number report, which are used in the field of call center of communication technology. The system comprises an access module, a storage module, a configuration module and a processing module. The access module is communicated with an external call center to receive the user's call and private information thereof. The configuration module is connected with the storage module to set the voice solution and voice content thereof and simultaneously store them in the storage module. The processing module is connected with theaccess module and the storage module respectively and used to search the corresponding voice solution based on the user's call and private information t hereof and report the work number according tothe voice content of the voice solution. The invention can not only report the work number dependently on different clients but also select the work number according to various predetermined conditions. The invention supports the multiple combined work number report and flexible configuration, can realize special service of work number report, and can enhance the effect of user's experience to improve the customer satisfaction.

Description

technical field [0001] The invention relates to the field of call center of communication technology, in particular to a system and method for an agent in the call center to personalize the report number. Background technique [0002] With the development of communication technology, the call center system has gradually entered the stage of differentiated competition. In addition to providing general functions, special services are particularly important. However, in the existing call center system, after the user's incoming call is connected to an agent, it usually reports the employee number of the agent to the user. In this way, after the user receives the service, if he encounters a problem, he can directly find the operator next time, and if he encounters a poor service effect, he can also initiate a complaint to the operator. Take the merchant after-sales call center as an example. After the user calls in, the system prompts "Hello, this is the ×× hotline. I am ××. H...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51H04M3/42
Inventor 姚慧广杜学明
Owner ZTE CORP