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Call centre system adopting IVR preposition

A call center and user technology, applied in interconnection devices, telephone communications, electrical components, etc., can solve problems such as performance bottlenecks in large-capacity call centers, and achieve the effect of ensuring the ability of manual call services, reducing load, and reducing pressure

Inactive Publication Date: 2008-07-16
CHINA MOBILE GROUP SICHUAN
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0018] The present invention provides a call center system using IVR front-end for solving the performance bottleneck of a large-capacity call center, effectively reducing the investment cost of system transformation, fully protecting existing investment and improving customer service satisfaction.

Method used

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  • Call centre system adopting IVR preposition
  • Call centre system adopting IVR preposition
  • Call centre system adopting IVR preposition

Examples

Experimental program
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Embodiment Construction

[0059] As shown in Figures 1 to 4, a call center system using front-end IVR includes PSTN system, front-end IVR system, PBX system and CTI system, and PSTN system and front-end IVR system are connected and transmitted through No. 7 signaling Information, IVR system and PBX / ACD system are connected through ISDN network, IVR system and CTI system, PBX / ACD system and CTI system are connected through IP.

[0060]The PSTN is a public switched telephone network (Public Switched Telephone Network).

[0061] The IVR is an Interactive Voice Response (Interactive Voice Response), and the IVR system has a call control function: it can shield different call signaling, and provide unified call messages and call operations to the business process server. The call messages mainly include call arrival, call Successful establishment and call release, etc. Call operations mainly include call answering, initiating calls, and call release, etc. Media operation functions (DSP): mainly include play...

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PUM

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Abstract

The invention discloses a call center system with a prepositive IVR and is characterized in that: the invention comprises a PSIN system, a prepositive IVR system, a PBX system and a CTI system; the PSTN system and the prepositive IVR system are connected through a seventh signaling to transfer messages, the IVR system and a PBX / ACD system are connected through an ISDN network, the IVR system and the CTI system are connected through an IP, the PBX / ACD and the CTI system are connected through an IP; an IRV cluster is prepositioned before a queuing machine, the prepositive IVR bears the traffice volume of all self-services, only human service occupies resources such as queuing machines and so on, so the load of the queuing machine is effectively decreased. The IVR preposition proposal fully takes advantage of the characteristic of the cluster ability of the IVR, effectively decreases the pressure of the queuing machine, reduces the quantity of the queuing machine and decreases the networking complexity of the system. The invention can avoid the pressure of 94 percent of non-human traffic to the queuing machine, and can guarantee the ability of the queuing machine to the human call service.

Description

technical field [0001] The invention relates to the field of mobile communication call centers, in particular to a call center system using an IVR front-end. Background technique [0002] Carrier customer service system business The original customer service system was built using the principle of 1860 / 1861 separation, which can reduce the load of a single system and improve system stability. The original call center system architecture adopts the IVR rear-mounted solution. All calls enter the queuing machine (PBX), and the rear-mounted IVR provides automatic voice services. The process is as follows: [0003] (1) The user dials the hotline number; [0004] (2) The call enters the queuing machine; [0005] (3) The queuing machine connects to the IVR, and notifies the CTI of the call information; [0006] (4) IVR obtains call information (calling number, called number, etc.) from CTI; [0007] (5) The IVR system reports to the user according to the customized business pr...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M7/00
Inventor 曾健陈刚温健军代学平
Owner CHINA MOBILE GROUP SICHUAN
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