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Call method and device of call center and terminal

A call center and call method technology, applied in the computer field, can solve problems such as cumbersome operations and low call center efficiency, and achieve the effect of improving work efficiency and simplifying operations

Active Publication Date: 2019-05-31
YOUXINPAI BEIJING INFORMATION TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] This application provides a calling method, device and terminal for a call center, which can be used to solve the problem of frequent manual switching between the service system and the call center system when an agent responds to the needs of access users in the related art, and the operation is cumbersome. resulting in inefficiencies in call centers

Method used

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  • Call method and device of call center and terminal
  • Call method and device of call center and terminal
  • Call method and device of call center and terminal

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Embodiment Construction

[0071] In order to make the purpose, technical solution and advantages of the present application clearer, the implementation manners of the present application will be further described in detail below in conjunction with the accompanying drawings.

[0072] In the method provided in the embodiment of the present application, the execution subject of each step may be a terminal. The terminal refers to the operation terminal used by the agents in the call center to answer incoming calls from users. Examples include electronic devices such as cell phones, tablets, laptops, and personal computers. A call center system and at least one service system are running in the above terminal. The business system refers to the software system used to process user business needs and manage business data in the above-mentioned terminal. Exemplarily, for a telephone service operator, the service system may be a telephone service system. The telephone business system provides functions such...

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Abstract

The invention discloses a call center calling method and device and a terminal, and the method comprises the steps: obtaining an incoming call request in a call center system, the incoming call request comprising user information and a service identifier, and the service identifier being used for uniquely indicating a service system; switching the display interface to a service interface of a service system indicated by the service identifier according to the service identifier; switching on a voice call corresponding to the incoming call request; and on the upper layer of the service interface, displaying a conversation pop-up window in a suspension manner, the conversation pop-up window comprising conversation information of voice conversation. In the application, the terminal automatically displays the service interface of the corresponding service system according to the service identifier in the incoming call request, and then gets through the voice call. And the seat does not need to switch to the call center system to connect the call and then switch to the service system to complete the service. The frequent manual switching of the seat between the service system and the call center system is avoided, the operation is simplified, and the working efficiency of the call center can be improved.

Description

technical field [0001] The present application relates to the field of computers, in particular to a call method, device and terminal for a call center. Background technique [0002] Call Center (CC), as a new modern service method that can make full use of existing communication means and computer technology, has attracted more and more people's attention. The original purpose of the call center is for enterprises to provide consulting services to users more conveniently and handle user complaints effectively. Early call centers were actually hotlines. The company usually assigns a number of trained business representatives to deal with various inquiries and complaints, and customers only need to dial the designated phone number to talk directly with the business representatives. [0003] In today's enterprises, the call center system is a software system that provides users with multiple access methods such as telephone, fax and email. Usually, the business processing p...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51G06F9/451
Inventor 耿亮高迪靳胜强佟博万佳弟巩仔明邱慧
Owner YOUXINPAI BEIJING INFORMATION TECH CO LTD
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