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Call center interaction system and method

A technology for call centers and interactive systems, applied in automatic switching offices, telephone communications, electrical components, etc., can solve problems such as inability to record user operation behaviors, heavy workload of customer service personnel, and impact on service efficiency, so as to save labor costs and reduce workload, and the effect of improving service efficiency

Active Publication Date: 2017-10-20
GUIYANG LONGMASTER INFORMATION & TECHNOLOGY CO LTD
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Problems solved by technology

[0004] However, the current customer service call center has a relatively complex structure, a low automation rate, a large workload for customer service personnel, and the inability to record user operations, which greatly affects service efficiency

Method used

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  • Call center interaction system and method
  • Call center interaction system and method

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Embodiment Construction

[0065] In order to understand the technical solutions of the present invention more clearly, the present invention will be described in detail below with reference to the accompanying drawings. The embodiments of the present invention have exemplary functions, and insubstantial improvements made by those skilled in the art on the basis of the embodiments of the present invention shall all belong to the protection scope of the present invention.

[0066] like figure 1 Shown call center interaction system, which includes:

[0067] The interaction module is configured to receive original information transmitted from the user's telephone terminal, where the original information includes the service mode information selected by the user and the user's telephone number.

[0068] The user's phone number is usually obtained when the interactive module answers the incoming call of the user's telephone terminal; after the incoming call is connected, the interactive module will transmit...

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Abstract

The invention belongs to the technical field of the mobile communication, and specifically relates to a call center interaction system and method. The interaction system comprises an interaction module for receiving original information transmitted from a user telephone terminal, wherein the original information comprises service mode information selected by the user and the telephone number of the user; an analysis module for analyzing the original information, acquiring and recording the service mode information and the telephone number of the user; if the analyzed service mode information is the self-service information, the interaction system enters the self-service mode and queries the first database operation interface information corresponding to the self-service information. The system can be used for the customer service call center, so that the interaction system is simple in structure and higher in automatic efficiency, and the service efficiency is further improved.

Description

technical field [0001] The invention belongs to the technical field of mobile communication, and in particular relates to a call center interaction system and method. Background technique [0002] The earliest customer service call center is a telephone mode service. Users dial a predetermined number, and the call center adopts a one-to-one mode for related services. This service mode has a simple structure and mature technology, but the function is too single and the workload of customer service is heavy. The cost is also higher. With the development of computer technology, the birth and application of CTI (Computer Telephony Integration) technology has realized the integration of telephone exchange system and computer system, that is, the synchronization of voice and data. Customer information and data are stored in a database, and agent representatives can retrieve and modify customer information data from the computer system while handling telephone services, so as to p...

Claims

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Application Information

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IPC IPC(8): H04M3/00H04M3/42H04M3/493H04M3/527
CPCH04M3/005H04M3/4217H04M3/4936H04M3/527
Inventor 兰刚晏利平黄江赵恒
Owner GUIYANG LONGMASTER INFORMATION & TECHNOLOGY CO LTD
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