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Method and system for multi-call center transfer service

A technology for call centers and transfer services, applied in the field of communication, can solve problems such as increasing the workload of call center customer service personnel, reducing call center efficiency, and reducing user perception, so as to achieve the effect of improving user perception and user experience and improving efficiency

Active Publication Date: 2017-03-01
CHINA TELECOM CORP LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] Under the above circumstances, users need to repeatedly describe and explain fault conditions and needs when receiving services from different call centers, resulting in decreased user perception, poor user experience, and reduced call center efficiency
In addition, it also increases the workload of customer service personnel in the call center, resulting in an increase in the operating costs of the enterprise

Method used

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  • Method and system for multi-call center transfer service
  • Method and system for multi-call center transfer service
  • Method and system for multi-call center transfer service

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Embodiment Construction

[0028] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. It should be noted that the relative arrangement of components and steps set forth in these embodiments does not limit the scope of the invention unless specifically stated otherwise.

[0029] The following description of at least one exemplary embodiment is merely illustrative in nature and in no way taken as limiting the invention, its application or uses. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0030] Techniques, methods and devices known to those of ordinary skill in the relevant art may not be discu...

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PUM

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Abstract

This invention discloses a method and a system for transfer services among multiple call centers. The method comprises: a first call center answers voice calls from users for service applications, records the voice calls as voice files and transfers the voice calls to a second call center; and the second call center obtains user identities of users from transferred voice calls, voice files and / textfiles obtained through identifying the voice files, and reads service application information from the voice files / or textfiles in order to process the service application information of the users of the user identities. The scheme provided by the invention realizes transmission and communication of service information among multiple call centers and avoids the requirement for repeating description of service application during the call transferred among various call centers, so that the user perception and experience is improved and the efficiency of the call center is improved as well.

Description

technical field [0001] The invention relates to the communication field, in particular to a method and system for switching services of multiple call centers. Background technique [0002] With the development of communication technology, more and more large enterprises provide services to customers by establishing call center systems. In large enterprises, usually establish their own call centers according to their respective division of labor to provide different customer services. Take the call center system established by the operator as an example. Usually, the business services provided by the operator are classified in detail, so the operator has a large number of internal call centers, and different call centers are independent of each other. Although calls can be transferred through the large network, However, the call center is relatively independent, and customer service information cannot be transmitted and communicated. [0003] For example, the customer servi...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/50H04M3/58
Inventor 陈健
Owner CHINA TELECOM CORP LTD