Omni-channel hotline customer service system

Abstract

The invention relates to the field of hotline customer service, in particular to an omni-channel hotline customer service system. The omni-channel hotline customer service system comprises a seat unit used for establishing communication between customer service personnel and customers; a business middle station used for integrating client data information in an omni-channel manner; a navigation unit integrated with the service center station so as to quickly obtain customer data information and navigate for customers; a configuration unit used for extension number configuration of customer service staff and number configuration of hotline departments or skill groups; and a hotline data unit used for storing and querying hotline data; the system communicates with each capability center of the business center station to realize all-round support for a customer service scene, thereby helping an enterprise to realize intelligent customer service, effectively improving the hotline customer service efficiency and the hotline customer service quality of the enterprise. The system is flexible and simple and can easily set a customer service process without other technical and equipment support, and is suitable for large-scale popularization and application. And the production and operation costs of the system are effectively reduced.

Description

technical field [0001] The invention relates to the field of hotline customer service, in particular to an omni-channel hotline customer service system. Background technique [0002] Customer service hotline means that the customer service hotline provides customers with professional services such as business consultation, business acceptance, complaints and suggestions related to business or work through manual, automatic voice, SMS, fax, E-mail, etc.; for the existing hotline customer service system, On the one hand, it only provides voice communication capabilities, and cannot automatically obtain customer data information. When customers access the customer service system, they need to provide detailed information to customer service personnel through voice. For some businesses, if only relying on voice, users provide When receiving information, it is impossible to accurately describe the business problems it wants to solve. In this way, the communication between custome...

AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is to provide an omni-channel hotline customer service system for the above-mentioned defects of the prior art, which eliminates the fact that the data information in each business channel in the prior art is independent of each other, the customer service efficiency is low, and the service quality is not good. advanced defects

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