User satisfaction management system and call management method thereof

A technology of user satisfaction and management system, which is applied in the field of user satisfaction management system and its call management, which can solve problems such as network complexity, unsatisfactory user service, and poor user experience, so as to improve network quality and improve exception protection processing ability, the effect of improving satisfaction

Active Publication Date: 2014-03-26
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] With the leap-forward development of cloud computing technology, the application of cloud call centers is becoming more and more extensive, and the access network is also more complex. There are call interruptions caused by various network reasons, which leads to poor user experience. Customer dissatisfaction with the service, etc.

Method used

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  • User satisfaction management system and call management method thereof
  • User satisfaction management system and call management method thereof
  • User satisfaction management system and call management method thereof

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Embodiment Construction

[0031] 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. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0032] In order to improve the service satisfaction of the call center for users, the embodiment of the present invention provides a user satisfaction management system and a method for call management thereof. The method and system do not affect the call function and flow of the original call system , superimpose the user satisfaction management system USMS (User Satisfaction Manage System) on the call center system, and complete the extraction and analysis of...

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Abstract

The invention discloses a user satisfaction management system and a call management method thereof. The call management method comprises the following steps: acquiring a detection message, which is detected by a core network side, for an abnormal call between a call center clerk and a user; extracting a failure reason code carried in the detection message, and according to the failure reason code, judging the type of the current abnormal call; based on the type of the abnormal call and a preset callback strategy, judging whether a call center side needs to call back, and if necessary, informing a call center of calling the user. Through the adoption of the call management method, the user satisfaction management system is superposed onto a call center system under the condition that the call function and the call process of an original call system are not affected; through the user satisfaction management system, the reason for the abnormal call is extracted and analyzed, reasonable callback for a call interrupt caused by a non-user reason is achieved, so that the problem that the user service satisfaction is reduced is well solved.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a user satisfaction management system and a method for managing calls thereof. Background technique [0002] Call Center (Call Center), also known as customer service center, is a comprehensive information service system based on computer communication integration technology, making full use of multiple functions of communication network and computer network, and connecting with enterprises. It is a special system for agents or business representatives of the company to centrally handle incoming calls, send out calls and contact users. The call center can provide users with various services such as telephone, fax, and e-mail, and is mainly used to deal with users' requests, complaints, suggestions and consultations on enterprises, such as 10000 in the telecommunications industry and 95555 in the financial industry. [0003] With the leap-forward development of cloud compu...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/42H04L12/24
CPCH04M3/5231
Inventor 柯文锋
Owner ZTE CORP
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