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Virtual method for realizing calling center

An implementation method and call center technology, applied in the direction of subscriber special service, semi-automatic system, etc., can solve the problems of high cost investment, limited information content, automatic information service, etc.

Inactive Publication Date: 2005-06-15
陈勇
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0015] First of all, the cost is high. In addition to the hardware equipment related to the call center, a certain number of personnel need to be hired to provide services, and at the same time, it is necessary to provide workstations for these service personnel.
[0016] Secondly, the information content is limited. It is precisely because there cannot be many service personnel, so the services that can be provided are limited. Even though a lot of information can be obtained through databases or even the Internet, many information cannot be automatically served by computers, and manual services are indispensable. few

Method used

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Embodiment Construction

[0024] The virtual call center can be applied in many fields, even for enterprise users, it can also make the agent service personnel not have to sit on the agent, which may be a way to reduce costs for small and medium-sized enterprises.

[0025] The virtual call center is mainly used in applications that have a wide range of information content, are not easy to be handled by computer automatic responses, and are not complicated to be handled manually, such as travel asking directions, travel consultation, translation centers and other services.

[0026] With the opening up of our country to the outside world, a large number of foreigners come to China for tourism, investigation and business negotiation. In 2008, my country will host the Olympic Games, which will further drive foreigners to come to China, but the difference in language will cause huge obstacles. I have used the telephone translation service abroad, but due to the traditional call center agent service method, ...

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Abstract

In traditional call center, calls are forwarded to local manual positions through system module. In virtual call center, calls are forwarded through phone wires or junction lines to voice terminals or calling center. The said voice terminals can be handsets, 'Xiaolingtong' general telephone and network phone etc. The said call center can be as a call center of other cooperated partner. Thus, the invention makes provider of virtual call center possible to hire lots of service personnel in part time mode instead of service personnel in manual positions; or provider cooperated with other call centers provides whole information.

Description

technical field [0001] The invention relates to the field of telephone communication and call center, in particular to a virtual realization method of the call center. Background technique [0002] As our country gradually enters the market economy, service is becoming more and more important for an enterprise and government structure, so call centers (CallCenter) have been popularized in recent years. In fact, the call center is to control the incoming calls through the computer and interact with the caller, expanding from the original pure manual method to manual, automatic voice, automatic fax, e-mail, computer Internet, multimedia interactive inquiry machine, etc. In this way, the service time is transitioned from the current 8 hours a day, 5 days a week, to 24 hours a day, 7 days a week. The use of call centers enables enterprises to improve service levels, save a lot of service costs, reduce business links, and greatly facilitate customers, making the relationship bet...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/42H04M3/51H04M3/64
Inventor 陈勇
Owner 陈勇
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