Text message processing method and system
A processing method and text message technology, applied in the field of data communication, can solve problems such as inability to process client information, increase enterprise costs, and ineffective use of the CTI server customer service center system, and achieve the effect of reducing costs and improving work efficiency
Active Publication Date: 2015-12-30
FOUNDER INTERNATIONAL CO LTD +1
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Problems solved by technology
However, in the current customer service center system, the CTI server can only provide corresponding services by answering the phone calls of the clients, but cannot process the information pushed by the clients in the form of text messages such as short messages and emails, thus affecting the efficiency of customer service. It also limits the channels for customer information feedback, which is not conducive to the communication between customers and enterprises
[0004] In order to provide diversified communication channels, the existing technology adds other channels and sets up special personnel to process text messages such as text messages and emails, and does not effectively utilize the CTI server and the existing customer service center system, which increases the cost of the enterprise
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[0020] In order to make the purpose, technical solutions and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings. Obviously, the described embodiments are only some of the embodiments of the present invention, rather than all of them. 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.
[0021] figure 1 , is a schematic structural diagram of a text message processing system provided by an embodiment of the present invention.
[0022] Such as figure 1 As shown, the text message processing system 10 may include: a database 101 , a monitoring server 102 , a CTI server 103 and a customer service terminal 104 .
[0023] Wherein, the database 101 is used for storing text messages sent by the client.
[0024] The monitoring...
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The invention discloses a text message processing method and system. The method is characterized in that, to begin with, a monitor server obtains an unprocessed text message from a database; then, the monitor server adds identification information to the unprocessed text message and sends the message to a CTI server; when judging that the received message carries with the identification information, the CTI server determines the message is the text message; and finally, the CTI server determines a client terminal for processing the message and sends the message to the client terminal to enable the client terminal to display the content of the message. It can be seen that when judging that the received message is the text message, the CTI server can send the message to the client terminal to enable the client terminal to process the message, so that the existing CTI server can be utilized to process the text message sent by a client end, the text message is no longer processed by specially-assigned persons, and not only work efficiency of the client terminal is improved, but also cost of the enterprises is reduced.
Description
technical field [0001] The invention relates to the field of data communication, in particular to a text information processing method and system. Background technique [0002] The customer service center system is the external window of the enterprise. Through the customer service center system, the enterprise can meet the needs of customers for consultation, purchase, and complaints. Therefore, the establishment of a complete customer service center system can strengthen the relationship with customers and improve the service level of the enterprise. [0003] In the existing customer service center system, the call made by the customer is through PSTN (PublicSwitchedTelephoneNetwork, public switched telephone network), voice switch, IVR (InteractiveVoiceResponse, interactive voice response) to CTI (ComputerTelephonyIntegration, computer telephony integration) server. After receiving the customer's call, the CTI server distributes the customer's call to an idle customer ser...
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IPC IPC(8): H04M3/42H04M3/51
Inventor 刘爱国
Owner FOUNDER INTERNATIONAL CO LTD