CTI (Computer Telephony Integration) system based on data mining and automatic control method

A data mining and data technology, applied in the field of communication, can solve the problem of inability to track the workload of agents, and achieve the effect of standardized and convenient management, good service, and improved work efficiency.

Inactive Publication Date: 2016-01-20
GUANGDONG ESHORE TECH
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  • Summary
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  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Agents also need to spend a lot of energy to study the data provided by the Internet or data mining companies, and then return to customers one by one, and manually fill in the relevant report data for each customer
Moreover, the performance of agents can only be reflected in orders, and it is impossible to specifically track other workloads of agents.

Method used

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  • CTI (Computer Telephony Integration) system based on data mining and automatic control method
  • CTI (Computer Telephony Integration) system based on data mining and automatic control method
  • CTI (Computer Telephony Integration) system based on data mining and automatic control method

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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. 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.

[0029] CTI product is a product to improve the information service level of enterprises and institutions. It provides interactive language response (IVR), provides data record display, provides management voice and video conference collection and display, provides fax service, collects and displays users Or the information left by the user, provide intelligent agents, provide traditional traffic control such as callers requesting help. In order to be more familiar ...

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Abstract

The invention discloses a CTI (Computer Telephony Integration) system based on data mining. The system comprises an access switch, a WEB server, a database server, a PBX server, a monitoring server, a CTI server and a plurality of customer service staff, wherein a data analysis module is arranged in the CTI server. Moreover, the invention also discloses an automatic control method of the CTI system based on the data mining. A complete set of automatic CTI system is formed, so that the customer service staff can serve for customers better; the working efficiency is increased; and convenience is brought to management of the customer service staff by an enterprise.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a data mining-based CTI system and an automatic control method. Background technique [0002] CTI, known as computer telephony, is the use of computers to manage telephone calls. It refers to a computerized call center and is used to describe computers managing telephone calls. [0003] At present, my country's economic development level is constantly improving, but the way of competition among enterprises is still relatively simple, and the level of competition among enterprises has not been raised to the level of information and service competition. As the market competition continues to intensify, if you want to gain an active position in the market and fundamentally improve your service attitude and quality, you must improve your information service level. At the same time, statistics are made on the interests and hobbies of users, which improves the service quality ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/22H04L29/08G06F17/30
Inventor 李幼庭黄伟基王向辉
Owner GUANGDONG ESHORE TECH
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