Communication method and system for mobile terminal and call center
A technology of mobile terminal and communication method, applied in message/mailbox/announcement, subscriber special service, etc., can solve problems such as inability to accurately express customer business needs
Active Publication Date: 2015-02-25
SHANGHAI CTRIP COMMERCE CO LTD
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Problems solved by technology
[0004] The technical problem to be solved by the present invention is to overcome the defect that voice communication cannot accurately express the customer's business needs in the prior art, and to provide a communication method and system for a mobile terminal and a call center with both voice communication and information transfer functions, It is possible to send information (such as multimedia information) to the call center in the application program, and pass the wrong information or questionable content on the application program to the agents of the call center, so as to make up for some wrong information or business needs in voice communication that are difficult to be accurate expression defect
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[0039] The present invention will be further described by way of examples below, but the present invention is not limited to the scope of the examples.
[0040] Reference below Figure 1-3 , Further introduce the communication method and system of the mobile terminal and the call center of the present invention.
[0041] In the communication method between the mobile terminal and the call center, the call center includes SM and CTI, and the communication method includes the following steps:
[0042] Step S 1 , The mobile terminal completes the registration on the SBC through the application and establishes the signaling interaction of the voice communication with the call center through the SBC;
[0043] Step S 2 , The mobile terminal sends the information entered by the user through the application to the SM, and at the same time establishes a voice stream between the mobile terminal and the call center;
[0044] Step S 3 , CTI obtains the information from the SM and forwards the pars...
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The invention discloses a communication method and system for a mobile terminal and a call center. The communication method includes the following steps that the mobile terminal is registered on an SBC through an application program and establishes voice communication signal interaction with the call center through the SBC; the mobile terminal sends information input by a user through the application program to an SM and meanwhile a voice stream between the mobile terminal and the call center is established; CTI acquires the information from the SM and forwards analyzed information to an agent, wherein the voice stream reaches the agent. According to the method and system, the information can be sent to the call center from the application program, mistaken information or doubtful content on the application program is transmitted to the agent of the call center, and therefore the defect that certain mistaken information or service requirements can not be easily expressed in voice communication is overcome.
Description
Technical field [0001] The invention relates to a communication method and system between a mobile terminal and a call center. Background technique [0002] With the growth of smartphone users, customers are increasingly attracted to the mobile network. It has become inevitable to adopt mobile methods and applications as the main communication method between customers and enterprises. However, smart mobile methods cannot completely replace the communication between customers and enterprises. Therefore, from another level, mobile Internet is not only an innovation of traditional industries, but also an auxiliary of traditional industries. It is necessary to continuously explore how to combine the characteristics of the mobile Internet with traditional industries and enterprise applications. As a traditional customer service method for human-to-human communication, call centers can effectively compensate for and supplement the interactive problems of human-computer interaction in ...
Claims
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Inventor 沈强张俊
Owner SHANGHAI CTRIP COMMERCE CO LTD