Control inversion based pop-up frame design for call center

A technology of basic attributes and customer information, applied in the direction of program control devices, etc., can solve problems affecting the cost of the project implementer, achieve the effect of reducing difficulty and improving the degree of reuse

Inactive Publication Date: 2013-01-30
PCI TECH GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

These problems have brought many unfavorable factors to the productization of the call cen

Method used

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  • Control inversion based pop-up frame design for call center
  • Control inversion based pop-up frame design for call center

Examples

Experimental program
Comparison scheme
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Embodiment 1

[0018] Embodiment one, see figure 1 , figure 2 .

[0019] The present invention provides a pop-up screen frame design based on inversion of control for a call center, and its development and implementation process is as follows:

[0020] 1) The interface developer uses the standard adaptation interface for customer information access to encapsulate the data access interface provided by the CRM system to support the data access function in the display of incoming customer information.

[0021] 2) The interface developer, according to the customer attribute defined in the CRM interface document, describes the metadata definition to be registered. And in the Servlet listener of the Web application, the registration work of the framework for implementing the metadata caller ID display service is completed.

[0022] 3) After the implementer deploys the published interface to implement the Web application version, he can complete the import of the metadata of the customer inform...

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PUM

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Abstract

The invention discloses a realizing method of a control inversion based pop-up frame design for a call center. Control inversion is realized by transferring data definitions of a customizable incoming call display interface to a development stage of a specific interface in an implementing stage. Generally, in order to meet requirements of a call center system better and realize implementing effect of making changes according to needs, the call center system provides an attribute customizing function for customer information. As an interface prototype provided by the interface way cannot be designed in the attribute customization, the attribute customization is automatically completed by carrying customization information into an interface in a control inversion manner and deploying Web application in a registration lead-in manner. Accordingly, implement difficulty in correlation between the interface and the attribute customization during implementing and affection on system functional stability from the implementing can be reduced at the same time.

Description

technical field [0001] The invention relates to the field of a call center, in particular to the realization of an agent caller display function. Background technique [0002] The construction of the call center system is inseparable from the customer relationship management system. The simplest application scenario is: when a customer calls, the customer service representative’s computer screen in the customer service center can pop up the customer’s basic information, usage product information, contact history information, etc., so as to provide the customer service representative with timely access to the business-related information of the customer’s current call. Personal data, in order to provide customers with better services. [0003] We know that the call center system is a CTI application system, and customer information is usually in the category of the customer relationship management system. When the system is a multi-tenant system, it will also involve interf...

Claims

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Application Information

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IPC IPC(8): G06F9/44
Inventor 周涛
Owner PCI TECH GRP CO LTD
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