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Call center system and its access method

A technology of call center and access method, which is applied in the field of communication, can solve the problems that users and customer service personnel affect system efficiency and user satisfaction, and achieve the effect of increasing performance and usability, and improving user experience

Inactive Publication Date: 2011-12-14
钱小九
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0011] The main purpose of the present invention is to provide a call center system and its access scheme, so as to at least solve the problem that the interaction between users and customer service personnel in the call center system of the related art is limited, which affects system efficiency and user satisfaction

Method used

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  • Call center system and its access method
  • Call center system and its access method

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Embodiment Construction

[0036] Hereinafter, the present invention will be described in detail with reference to the drawings and examples. It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined with each other.

[0037] figure 2 is a flowchart of a call center system access method according to an embodiment of the present invention, such as figure 2 As shown, the method includes the following steps:

[0038] Step S202, the user equipment obtains the identification information of the user through the web interface, and determines the communication service selected by the user according to the identification information;

[0039] Step S204, the user equipment sends the queuing request of the user corresponding to the communication service to the CTI server through the queuing server; and

[0040] Step S206, the CTI server performs corresponding access processing according to the queuing information in the qu...

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Abstract

The present invention discloses a call center system and an access method thereof. The method includes: a UE acquiring identification information of a user through a web interface, and determining a communication service selected by the user according to the identification information; the UE sending a queuing request of the user corresponding to the communication service to a Computer Telephony Integration (CTI) server through a queuing server; and the CTI server performing corresponding access processing according to the queuing information of the queuing request. The present invention improves the performance and usability of the system, and the user experience.

Description

technical field [0001] The invention relates to the communication field, in particular to a call center system and an access method thereof. Background technique [0002] At present, the call center system centered on Computer Telephony Integration (CTI) technology can provide a variety of services, such as business consultation, data query, fault declaration, complaint suggestion, technical support, etc. for a large number of customers. It is widely used in various public service industries, such as telecom operators, banks, civil affairs / public affairs handling agencies, water / electricity / gas supply and other public utilities, and large retail enterprises of terminal commodities, etc. a major means of service. [0003] figure 1 is a schematic diagram of a call center system according to related technologies, such as figure 1 As shown, the call center system consists of the following parts: [0004] CTI server: the core module of the traditional call center architecture...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/523H04M3/42H04L12/58
CPCH04M7/0045H04M3/42068H04M3/523H04M3/42059H04L12/582H04L51/04H04L12/1818H04M3/5141H04M3/5183
Inventor 赵春辉
Owner 钱小九
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