Method, device and system for managing service information

A technology of business information and management methods, which is applied in the field of business information management, can solve problems such as the inability of business systems to record and query files, and achieve the effects of improving accuracy and effectiveness, reducing labor intensity, and improving work efficiency

CN101742002AInactive Publication Date: 2010-06-16PEKING UNIV FOUNDER GRP CO LTD +1
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Patent Information

Authority / Receiving Office
CN · China
Current Assignee / Owner
Publication Date
2010-06-16
Estimated Expiration
Not applicable · inactive patent

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Abstract

The invention discloses a method, a device and a system for managing service information, belonging to the technical field of electro numerical data processing. The invention aims at solving the problem that a service system fails to inquire record files in the prior art. The method for managing service information comprises the following steps of: obtaining record information of a record system in the presence of a client; storing the record information and service data associated with the record information; and inquiring the associated record information according to the service data. The invention ensures that service data processing personnel can hear a record corresponding to the service data while inquiring the service data record, and improves the accuracy and the validity for processing data by the service data processing personnel.
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Description

technical field

[0001] The invention relates to the technical field of electrical digital data processing, in particular to a management technology of business information. Background technique

[0002] Call Center (Call Center, also known as Customer Service Center) is to provide customers with prompt and accurate consulting information, business acceptance and complaint services through telephone, fax, etc., through the intelligent call distribution (ACD, Automatic Call Distributor) of the process control switch. , Computer Telephony Integration (CTI, Computer Telephony Integration), automatic answering system (IVR, Interactive Voice Response) recording system (VR, Voice Recorder) and other efficient means and experienced manual agents to maximize customer satisfaction, and at the same time Naturally, it also makes the relationship between enterprises and customers closer, which is an important means to improve the competitiveness of enterprises.

[0003] While the call c...

Examples

Embodiment Construction

[0050] A method, device, and system for managing service information provided by the embodiments of the present invention will be described in detail below with reference to the accompanying drawings.

[0051] like figure 1 As shown, in a method for managing service information provided by an embodiment of the present invention, in the process of implementing the embodiment of the present invention, the method includes:

[0052] 101: When a client accesses, obtain the recording information of the recording system; the specific implementation process is as follows:

[0053] When the customer's call is connected, the recording system generates a recording file, and generates recording information such as the recording path and the name of the recording file. This information will be stored in the CTI communication platform database at the same time as the recording file is generated. At this time, through the "simulate incoming call" function of the softphone program, accordin...