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Multi-channel integrated customer support service platform and working method thereof

A service platform and customer technology, applied in the field of communication, can solve the problems of high cost and inability to realize the traditional integration of call center and website seamlessly, and achieve the effect of improving practicability and functionality, saving cost and improving convenience.

Active Publication Date: 2019-05-21
佛山市贝密信息科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In order to solve the above-mentioned problems existing in the prior art, the purpose of the present invention is to provide a multi-channel integrated customer support service platform and its working method, which is used to solve the problem existing in the prior art that it is impossible to allow no client to initiate a request within a certain period of time. Under certain circumstances, the server actively pushes the message to the client, the seamless integration of the traditional call center and the website cannot be realized, and the problem of high cost investment

Method used

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  • Multi-channel integrated customer support service platform and working method thereof
  • Multi-channel integrated customer support service platform and working method thereof
  • Multi-channel integrated customer support service platform and working method thereof

Examples

Experimental program
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Effect test

Embodiment 1

[0033] Such as figure 1 with figure 2 Commonly shown, a multi-channel integrated customer support service platform, including business outlook layer, channel integration layer, access service layer and associated subsystems, business outlook layer, channel integration layer and access service layer are sequentially connected by communication , and both the business visualization layer and the channel integration layer are connected to the relevant subsystems.

[0034] Preferably, the business exhibition layer includes a customer subsystem, a seat subsystem, an internal management subsystem, and a core router subsystem, and the internal management subsystem communicates with the customer subsystem and the core router subsystem respectively, and it communicates with the The seat subsystem is connected in communication, the customer subsystem is connected in communication with the access service layer, and the internal management subsystem is connected in communication with the...

Embodiment 2

[0050] Such as figure 1 with Figure 4 Commonly shown, a multi-channel integrated customer support service platform, including business outlook layer, channel integration layer, access service layer and associated subsystems, business outlook layer, channel integration layer and access service layer are sequentially connected by communication , and both the business visualization layer and the channel integration layer are connected to the relevant subsystems.

[0051] Preferably, the business exhibition layer includes a customer subsystem, a seat subsystem, an internal management subsystem, and a core router subsystem, and the internal management subsystem communicates with the customer subsystem and the core router subsystem respectively, and it communicates with the The seat subsystem is connected in communication, the customer subsystem is connected in communication with the access service layer, and the internal management subsystem is connected in communication with the...

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Abstract

The invention belongs to the technical field of communication, and discloses a multi-channel integrated customer support service platform and a working method thereof. The client support service platform comprises a business display layer, a channel integration layer, an access service layer and an association subsystem, the business display layer, the channel integration layer and the access service layer are in communication connection in sequence, and the business display layer and the channel integration layer are in communication connection with the association subsystem. The method solves the problems that in the prior art, the function that a server side actively pushes messages to a client side under the condition that no client side initiates a request within specific time cannotbe achieved, seamless combination of a traditional call center and a website cannot be achieved, and cost input is large.

Description

technical field [0001] The invention belongs to the technical field of communication, and in particular relates to a multi-channel integrated customer support service platform and a working method thereof. Background technique [0002] Customer service and support automation refers to the customer service system based on CTI (Computer Telephony Integration Technology), which enables customer service personnel to accurately and efficiently meet the individual needs of customers, and further maintain and develop relationships. Customer service and support automation is mainly through Call center and Internet to achieve, the main coverage areas are call center service and on-site service, customer service and support automation refers to the customer service system based on CTI (Computer Telephony Integration Technology), which can enable customer service personnel to accurately and efficiently meet the customer's personality needs, and further maintain and develop relationship...

Claims

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Application Information

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IPC IPC(8): G06Q50/10
Inventor 潘俊锋
Owner 佛山市贝密信息科技有限公司
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