Seat information processing system
An information processing system and agent technology, applied in transmission systems, electrical components, subscriber special services, etc., to achieve the effect of ensuring security
Active Publication Date: 2011-10-05
SHANGHAI PATEO INTERNET TECH SERVICE CO LTD
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[0005] In addition, the call center usually adopts a 24-hour round-the-clock service mode, so that the business of the same terminal device (such as a telephone) will be accepted by multiple agents in turn
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[0023] The specific embodiments of the present invention will be described in detail below with reference to the accompanying drawings. The following examples are only for illustration, and the present invention is not limited to the solutions in the examples. In addition, the technical solutions obtained by those skilled in the art by simple transformations within the scope of the prior art are all within the scope of the present invention. within the scope of protection.
[0024] figure 1 It is a schematic diagram of the application of the agent information processing system according to an embodiment of the present invention. In this embodiment, the agent information processing system of the present invention will be described by taking the agent registration of the human service agent of the call center in the CRM (Customer Relationship Management) system as an example.
[0025] Below, refer to figure 1 , the agent information processing system according to an embodimen...
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The invention provides a seat information processing system comprising a control unit and a data center for storing data, wherein the control unit comprises a seat account generation unit, a relevant information acquiring unit and a storage control unit; the seat account generation unit generates a seat account according to the seat registration information; the relevant information acquiring unit obtains the seat account and the relevant information of a calling center account; and the storage control unit relevantly stores the seat account and the calling center account into the data center on the basis of relevant information obtained by the relevant information acquiring unit. According to the seat information processing system disclosed by the invention, information for identifying identity uniqueness, which is provided by seat registration personnel, serves as the seat account, the seat account is distributed for the registration personnel according to the seat account, the access authority for system resources by the seat personnel is defined, and the seat personnel can be subjected to level-to-level administration.
Description
technical field [0001] The present invention relates to the field of call centers, and more particularly, to a system for processing seat information of call centers. Background technique [0002] As a service operation place, the call center takes CTI (Computer Telephony Integration, Computer Telephony Integration) technology as the core, IVR (Interactive VoiceResponse, Interactive Voice Response) technology, ACD (Automatic Call Distribution, Automatic Call Distribution) technology etc., based on the communication network and computer network, automatically and flexibly handle various types of incoming and outgoing telephone calls through communication devices such as telephones, facsimile machines, and computers. For example, the call center can use the ACD system to automatically assign customer calls to personnel with corresponding skills; customers can use the voice navigation of the IVR system or human agents to help obtain the information and services they need. [0...
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IPC IPC(8): H04M3/51H04M3/42H04L29/06
Inventor 霍亮姜宇罗建龙
Owner SHANGHAI PATEO INTERNET TECH SERVICE CO LTD