Method and system for providing public calling centre service

Abstract

This invention provides a method and a system for providing public calling center service based on the mutual cooperation and interaction of the operation platform of a service operator and the application platform of the enterprise leaseholder, its automatic phonetic answer and route array part is applied with standard Voice XML protocol description and analysis flow, its specific script of the entity leaseholder is put in its internal network, so the leaseholder has the complete flow draft and correct ability, which realizes the data share and information application integration between the leaseholder information system and the calling center system.

Description

technical field [0001] The invention relates to the field of computer telecommunications integration (CTI) combining communication technology and computer technology, in particular to a method and system for providing public call center services. Background technique [0002] The so-called call center is an enterprise comprehensive information service platform integrating program-controlled switches, telephone voice, database, Internet and other technologies. The call center sets up an automatic voice response or a human agent desk. Customers consult information, purchase products, and complain about problems by calling or surfing the Internet. Enterprises use the call center to promote products to customers and collect feedback information. The public call center operation platform is operated and maintained by service operators and provided to enterprise tenants. [0003] At present, there are generally three methods and equipment for providing public call center services...

AI Technical Summary

Problems solved by technology

Its disadvantage is that it is difficult to connect with the internal network of enterprise tenants, which blocks the exchange and sharing of internal data between the call center platform system and enterprise tenants, and also hinders the integrated application between the existing information application system of enterprise tenants and the call center platform system

[0009] 2. The automatic voice response system, recording monitoring system and CTI system often use the proprietary technology of the manufacturer, and the storage location of the business logic process and its operation support data is centralized and limited in the private network. Changes, updates and access to operational support data, etc. do not have full flexibility and autonomy

[0019] 1. It is essentially a service that transfers VOIP telephone calls to ordinary telephones. It is not a public call center service in a complete sense, and lacks the basic "automatic voice response (IVR)" and "automatic call distribution (ACD)" of the call center. Features and related technical applications

[0020] 2. When the call is transferred to the internal artificial agent of the enterprise tenant, it is only an ordinary call transfer without any synchronous data transfer. In essence, it is the same as an ordinary local call. It lacks the most basic feature of the call center "synchronous transfer of data and voice". Integrate the internal artificial agent application system of the enterprise tenant with the existing information application system of the enterprise tenant

Images