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Call processing system and method

A technology of call processing and processing methods, which is applied in network data management, automatic exchange, telephone communication, etc., can solve problems affecting normal business activities of enterprises, confidentiality of customer data, and customer unwillingness to answer, so as to improve call completion rate , ease of use, increased willingness to effect

Pending Publication Date: 2019-09-27
北京善义善美科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, each supplier must assign a seat number to the seat. When there are multiple suppliers, one business will correspond to multiple seat numbers, which will cause inconvenience to business personnel and cause a substantial increase in use costs.
Another serious problem: the confidentiality of customer information
For customers, when they answer the call, the calling number will be displayed. For some call centers, when making a call to the customer, the number displayed on the called caller ID is different from the normal mobile phone number, which leads to Customers are unwilling to answer, which reduces the connection rate and affects the normal business activities of the enterprise

Method used

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  • Call processing system and method
  • Call processing system and method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0082] In this embodiment, the calling party (for example, a business person) can initiate a call request through the client device, and establish a conversation with the called party (for example, a customer). Specifically, the functional block diagram of the client device 2a is as follows Figure 12 shown. Wherein, the client device 2a includes a binding subscription module 20a and a call control module 21a. The binding subscription module 20a can send a binding relationship subscription request to the call processing system 1 and receive the virtual number x. The call control module 21a invokes the local call device to send a call request to the virtual number. Wherein, the client device may be an intelligent terminal with a telephone function.

[0083] The specific call establishment process is as follows: Figure 13 shown.

[0084] Step S200, the client device 2a is connected to the business system, and obtains customer information from the business system.

[0085]...

Embodiment 2

[0102] Many call centers are equipped with agents, such as Figure 18 As shown in the figure, it is the traditional agent outbound call process: business person A logs in to the call provider through the agent number, and establishes a communication connection between the agent and the call provider. When businessman A needs to talk to customer B, businessman A initiates a call request to the call provider through an agent. The call provider first calls the agent-bound phone, and after the business person A picks up the agent-bound phone, he then initiates a call to customer B, that is, to the called party. Once customer B picks up, the agent-bound phone and the customer phone are connected. Businessman A talks with customer B. At this point, the incoming call number seen by customer B will be a relay number of the calling provider.

[0103] However, in this embodiment, the outbound call flow of the agent is as follows Figure 19 Shown: Before the agent initiates a call req...

Embodiment 3

[0138] Such as Figure 28 Shown is a schematic diagram of the system framework of the third embodiment. In this embodiment, Embodiment 1 and Embodiment 2 are combined, that is, this embodiment can provide both the axb business model of Embodiment 1 and the agent business model of Embodiment 2. For the detailed description of each mode, please refer to Embodiment 1 and Embodiment 2, which will not be repeated here.

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Abstract

The invention relates to a call processing system and method, and belongs to the technical field of call centers. The call processing system comprises a service gateway which interacts with a service party and is configured to be used for inputting or outputting a service request and / or service data, and the service request at least comprises a binding relationship ordering request; a supplier gateway which is configured to be used for interacting with more than one supplier; a virtual number binding module which is configured to respond to the binding relationship ordering request and establish a binding relationship among the calling number, the called number and the virtual number; and a client device which is configured to issue a binding relationship subscription request and initiate a call request to the received virtual number. According to the invention, the stability of the call center is improved, most of details are shielded for an upper-layer service system, the confidentiality of client data is improved, the use of a service party is facilitated, the call completing rate is improved, and the system availability is improved.

Description

technical field [0001] The invention relates to the field of call center technology, in particular to a call processing system and method based on a call center. Background technique [0002] At present, most enterprises have established call centers of various scales, from as small as a telephone, several specific mobile terminals to as large as complex systems, which bring convenience to enterprises' business activities and development of various businesses. A call center in the traditional sense includes agents and a call processing platform. The call provider assigns a seat number to the agent, the agent binds the phone, logs in with the call provider through the seat number, and establishes a communication connection with it. The call processing platform usually includes ACD (automatic call distribution), interactive voice response system IVR (Interactive Voice Response), computer telephony integration equipment CTI (Computer Telephony Integration), database, applicati...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/42H04M3/493H04M3/523H04W8/26H04W12/02
CPCH04M3/42008H04M3/493H04M3/5231H04W8/26H04W12/02
Inventor 路胜华杨云凯李荣许
Owner 北京善义善美科技有限公司
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