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A kind of ivr queuing system based on call center platform and its realization method

A technology of call center and queuing system, applied in the field of IVR queuing system based on call center platform, can solve problems such as difficult customer satisfaction improvement, inability to distinguish customer urgency, emotion, and even gender

Active Publication Date: 2020-11-13
GUANGDONG ESHORE TECH
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

Without identifying the current and historical calling behavior of customers, it is impossible to distinguish the personal factors such as customer urgency, emotion, and even gender conveyed by the customer's current calling behavior, and it is difficult to effectively improve customer satisfaction

Method used

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  • A kind of ivr queuing system based on call center platform and its realization method
  • A kind of ivr queuing system based on call center platform and its realization method

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Embodiment Construction

[0036]The present invention provides an IVR queuing system based on a call center platform and its implementation method, which is applied to the technical field of call platforms. The IVR queuing system based on the call center platform of the present invention includes: a behavior analysis module, a satisfaction analysis module, and an emotion analysis module , gender identification module, skill group division module, agent matching module, skill group access module; behavior analysis module, used to analyze the customer's call behavior, and detect frequent calls, long calls, abnormal call behaviors, etc. ; Among them, analyzing the customer's dialing behavior, including analyzing the customer's historical dialing behavior and the current day's dialing behavior; wherein, detecting frequent dialing behaviors, including judging the number of dialing times within a configurable time period, and detecting frequent dialing behaviors; , detect the dialing behavior at abnormal time...

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Abstract

The invention discloses an IVR queuing system based on a call center platform and an implementation method thereof. The implementation method comprises the following steps: a customer dials an external service number of a call center; the customer's call enters into an IVR queue, the system analyzes customer behaviors and the like and matches the corresponding customer service provider; the customer enters a skill group queue to wait for an idle customer service provider; and the idle customer service provider accesses the customer and provides service for the customer. By adoption of the implementation method of the IVR queuing system based on the call center platform, the historical dialing behavior and the current dialing behavior of the customer can be identified, and the voice analysis and satisfaction analysis of the historical dialing behavior of the customer and the gender of the customer are superposed to analyze the customer, the customer is marked with a different label, anddifferent customer service providers are directionally matched according to analysis results, thus fully improving the pertinence and satisfaction degree of the customer service work.

Description

technical field [0001] The invention relates to the technical field of call platforms, in particular to an IVR queuing system based on a call center platform and an implementation method thereof. Background technique [0002] In the IVR queuing mode of the existing call center platform, the identification of customers is generally based on the customer number priority, the location of the number, and the customer's key selection. Without identifying the current and historical dialing behavior of customers, it is impossible to distinguish the personal factors such as customer urgency, emotion, and even gender conveyed by the customer's current dialing behavior, and it is difficult to effectively improve customer satisfaction. Contents of the invention [0003] The technical problem to be solved by the present invention is to provide an IVR queuing system based on a call center platform and an implementation method thereof. [0004] The object of the present invention is to...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523H04M3/51
CPCH04M3/5166H04M3/5232H04M3/5235
Inventor 周丹莹
Owner GUANGDONG ESHORE TECH
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