Intelligent outbound call method, device, system and computer equipment based on outbound call gateway

Abstract

The application relates to an intelligent outbound call method, device, system and computer equipment based on an outbound call gateway, the method comprising the following steps: receiving an outbound call task of any outbound call service system through the outbound call gateway; automatically assigning a customer service seat when the outbound call gateway receives the outbound call task; obtaining seat information of the customer service seat assigned by the outbound call gateway; and arousing a soft phone corresponding to a target outbound call relay service through the outbound call gateway and according to the seat information of the assigned customer service seat, so as to use the soft phone corresponding to the target outbound call relay service to perform the outbound call task. The above method can perform a business process in the form of a gateway interface, replace original page operation, reduce the mistakes of customer service or telemarketing personnel, improve operation efficiency, and also improve seat utilization.

Description

Technical Field

[0001] This invention relates to the field of outbound call processing, and in particular to an intelligent outbound call method, apparatus, system, and computer equipment based on an outbound call gateway. Background Technology

[0002] When existing outbound call service systems connect to third-party outbound call trunk services, they all directly use the agent allocation mechanism provided by the third party, such as... Figure 1 As shown. The disadvantages of this method are:

[0003] 1. The allocation of seats is unreasonable, and the seat utilization rate is low, resulting in some seats being very busy while others have too much downtime.

[0004] 2. Low operational efficiency: Each outbound call requires connection to the trunk service system to obtain agent information, which increases the cost of use;

[0005] 3. If multiple outbound call service systems need to be connected to outbound call agents, the principle of fairly allocating agents according to the amount of business cannot be followed. Summary of the Invention

[0006] The purpose of this invention is to overcome the shortcomings of the prior art and provide an intelligent outbound calling method, device, system and computer equipment based on an outbound calling gateway. It can perform business processes through the gateway interface, replace the original page operation, reduce the error of customer service or telemarketing personnel, improve operational efficiency, and also improve the seat utilization rate.

[0007] To address at least one of the aforementioned technical problems, embodiments of the present invention provide an intelligent outbound calling method based on an outbound calling gateway, the method comprising:

[0008] The outbound call gateway receives outbound call tasks from any outbound call service system, and automatically assigns customer service seats when it receives the outbound call task.

[0009] Obtain the seat information of the customer service agents assigned by the outbound call gateway;

[0010] The softphone corresponding to the target outbound call trunk service is invoked through the outbound call gateway and according to the seat information of the assigned customer service agent, so as to perform outbound call tasks using the softphone corresponding to the target outbound call trunk service.

[0011] Preferably, the outbound call gateway is configured with an allocation strategy based on the agent information of customer service agents of multiple outbound call trunk services, and the outbound call gateway automatically allocates customer service agents according to the allocation strategy when it receives the outbound call task.

[0012] Preferably, the allocation strategy includes configuring the customer service seats of the web-mode softphone as the highest priority, and when the outbound call gateway receives the outbound call task, it automatically allocates the customer service seats of the web-mode softphone according to the allocation strategy.

[0013] The step of activating the softphone corresponding to the target outbound call trunk service through the outbound call gateway and according to the assigned customer service agent's seat information includes:

[0014] The outbound call gateway invokes the web-mode softphone corresponding to the target outbound call trunk service through the customer service agent's seat of the web-mode softphone.

[0015] Preferably, the allocation strategy is determined based on the business volume of each of the multiple outbound service systems connected to the outbound gateway.

[0016] Preferably, the outbound call gateway is connected to multiple outbound call service systems, and the outbound call gateway is also connected to multiple outbound call trunk services.

[0017] Preferably, the plurality of outbound call service systems include a customer service system and a telemarketing system.

[0018] Preferably, the step of waking up the softphone corresponding to the target outbound call trunk service through the outbound call gateway and according to the assigned customer service agent's seat information includes:

[0019] Identify the target outbound trunk service corresponding to the seat information of the assigned customer service agent;

[0020] The outbound call gateway invokes the softphone corresponding to the target outbound call trunk service.

[0021] An intelligent outbound calling device based on an outbound calling gateway includes:

[0022] The receiving module is used to receive outbound call tasks from any outbound call service system through an outbound call gateway. When the outbound call gateway receives the outbound call task, it automatically assigns a customer service agent.

[0023] The acquisition module is used to acquire the seat information of the customer service agents assigned by the outbound call gateway;

[0024] The outbound call module is used to invoke the softphone corresponding to the target outbound call trunk service through the outbound call gateway and according to the seat information of the assigned customer service seat, so as to use the softphone corresponding to the target outbound call trunk service to perform outbound call tasks.

[0025] An intelligent outbound calling system based on an outbound calling gateway, the system comprising multiple outbound calling service systems, an outbound calling gateway, and multiple outbound calling trunk services, each outbound calling service system being connected to the outbound calling gateway, and each outbound calling trunk service being connected to the outbound calling gateway.

[0026] Any outbound call service system sends an outbound call task to the outbound call gateway;

[0027] When the outbound call gateway receives the outbound call task, it automatically assigns a customer service agent and obtains the agent information of the customer service agent assigned by the outbound call gateway.

[0028] The outbound call gateway invokes the softphone corresponding to the target outbound call trunk service among multiple outbound call trunk services based on the seat information of the assigned customer service agent, so as to use the softphone corresponding to the target outbound call trunk service to perform outbound call tasks.

[0029] A computer device includes a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the computer program to implement the steps of the method described in any of the above embodiments.

[0030] The aforementioned intelligent outbound calling method, apparatus, system, and computer equipment based on an outbound call gateway receive outbound call tasks from any outbound call service system through the outbound call gateway. Upon receiving an outbound call task, the outbound call gateway automatically assigns a customer service agent; it obtains the agent information of the assigned agent; and through the outbound call gateway and based on the assigned agent information, it activates the softphone corresponding to the target outbound call trunk service to perform the outbound call task. Therefore, it enables business processes to be handled through a gateway interface, replacing the original page operations, reducing errors by customer service or telemarketing personnel, improving operational efficiency, and increasing agent utilization. Attached Figure Description

[0031] Figure 1 This is an example diagram illustrating the mechanism by which an existing outbound call service system connects to a third-party outbound call trunk service and uses the agent allocation mechanism provided by the third party.

[0032] Figure 2 This is a flowchart of an intelligent outbound calling method based on an outbound calling gateway according to an embodiment of the present invention;

[0033] Figure 3 This is a flowchart illustrating an intelligent outbound calling method based on an outbound call gateway, as described in an embodiment of the present invention, used in a telemarketing system.

[0034] Figure 4 This is the business process diagram of the outbound call gateway of the telemarketing system;

[0035] Figure 5 This is a structural block diagram of an intelligent outbound calling system based on an outbound calling gateway, according to an embodiment of the present invention.

[0036] Figure 6 This is a structural block diagram of an intelligent outbound calling device based on an outbound calling gateway in an embodiment of the present invention;

[0037] Figure 7 This is a schematic diagram of the structural composition of a computer device in an embodiment of the present invention. Detailed Implementation

[0038] The technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present invention, and not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of the present invention.

[0039] This invention provides an intelligent outbound calling method based on an outbound call gateway. For example... Figure 2 As shown, this intelligent outbound calling method based on an outbound call gateway includes the following steps:

[0040] S201 receives outbound call tasks from any outbound call service system through the outbound call gateway. When the outbound call gateway receives an outbound call task, it automatically assigns a customer service seat.

[0041] S202, obtain the agent information of the customer service agents assigned by the outbound call gateway.

[0042] S203, through the outbound call gateway and based on the assigned customer service agent's seat information, wake up the softphone corresponding to the target outbound call trunk service, so as to use the softphone corresponding to the target outbound call trunk service to perform outbound call tasks.

[0043] Specifically, any outbound call service system is a customer service system. When the customer service system needs an outbound call task, it activates the agent through the outbound call gateway. The outbound call gateway then activates the target outbound call trunk service to which the agent belongs and launches the softphone with one click.

[0044] In one example, the outbound call gateway is configured with an allocation policy based on the agent information of multiple outbound call trunk services. When the outbound call gateway receives an outbound call task, it automatically allocates an agent according to the allocation policy. The allocation policy is determined based on the traffic volume of each outbound call service system connected to the outbound call gateway.

[0045] Specifically, the outbound call gateway integrates the customer service seats of all third-party outbound call trunk service providers and adjusts and allocates the customer service seats of multiple outbound call trunk services according to the allocation strategy.

[0046] In one example, the allocation strategy includes configuring the agent seats of web-mode softphones as the highest priority. When the outbound call gateway receives an outbound call task, it automatically allocates agent seats of the web-mode softphones according to the allocation strategy. Invoking the softphone corresponding to the target outbound call trunk service through the outbound call gateway and based on the agent seat information of the allocated agent includes: invoking the web-mode softphone corresponding to the target outbound call trunk service through the outbound call gateway and based on the agent seats of the web-mode softphones.

[0047] Specifically, each outbound trunk service uses a different softphone, and the corresponding softphone needs to be activated by the outbound trunk service for each agent. If the outbound trunk service provides web-based softphones, then these softphones will be used preferentially.

[0048] In one example, the allocation strategy is determined based on the traffic volume of each of the multiple outbound service systems connected to the outbound gateway. The outbound gateway connects to multiple outbound service systems and also to multiple outbound trunk services. These multiple outbound service systems include customer service systems and telemarketing systems.

[0049] Specifically, the allocation strategy is determined based on the business volume of each of the multiple outbound service systems connected to the outbound gateway. Therefore, a flexible allocation strategy for agents can be formulated. The outbound gateway can be configured in a flexible mode, allowing different outbound service systems to allocate agents according to business needs.

[0050] In one example, waking up the softphone corresponding to the target outbound trunk service through the outbound call gateway and based on the assigned customer service agent's seat information includes: identifying the target outbound trunk service corresponding to the assigned customer service agent's seat information; and waking up the softphone corresponding to the target outbound trunk service through the outbound call gateway.

[0051] A specific embodiment of the above-mentioned intelligent outbound calling method based on an outbound call gateway is provided:

[0052] like Figure 3 As shown, the example uses a pre-sales telemarketing system as an outbound call service system. Based on... Figure 3 As shown, after a salesperson presses "Dial," the telemarketing system interface will activate the outbound call gateway, which will automatically assign an agent. Simultaneously, the outbound call gateway will activate the softphone corresponding to the outbound call trunk service and perform the dialing operation. Previously, this required activating the outbound call trunk service and then performing the dialing operation, wasting system resources and involving complex procedures.

[0053] The specific outbound call gateway business process is as follows: Figure 4 As shown;

[0054] Unlike the original connection method, this intelligent outbound calling system based on the outbound call gateway makes operations such as agent allocation and call activation seamless. It conducts business processes through the interface of the outbound call gateway, replacing the original page operation, reducing errors by customer service or telemarketing personnel, improving efficiency, and also increasing agent utilization.

[0055] This application also provides an intelligent outbound calling system based on an outbound calling gateway, including multiple outbound calling service systems, an outbound calling gateway, and multiple outbound calling trunk services. Each outbound calling service system is connected to the outbound calling gateway, and each outbound calling trunk service is connected to the outbound calling gateway. Any outbound calling service system sends an outbound calling task to the outbound calling gateway. When the outbound calling gateway receives an outbound calling task, it automatically assigns a customer service agent and obtains the agent information of the agent assigned by the outbound calling gateway. The outbound calling gateway wakes up the softphone corresponding to the target outbound calling trunk service among the multiple outbound calling trunk services according to the agent information of the assigned customer service agent, so as to use the softphone corresponding to the target outbound calling trunk service to perform the outbound calling task.

[0056] Specifically, such as Figure 5 As shown, an outbound call gateway is developed as middleware, and its interface is opened to connect with customer service systems and third-party outbound call trunk services. Customer service systems or other systems that need to use outbound agents can connect with agents through this middleware.

[0057] When the customer service system needs outbound calling service, it wakes up the agent through the outbound calling gateway. The outbound calling gateway then wakes up the outbound calling trunk service to which the agent belongs and activates the softphone with one click.

[0058] This application also provides an intelligent outbound calling device based on an outbound calling gateway, such as... Figure 6 As shown, the system includes a receiving module 601, an acquiring module 602, and an outbound calling module 603. The receiving module 601 receives outbound calling tasks from any outbound calling service system through an outbound calling gateway, which automatically assigns customer service agents upon receiving the task. The acquiring module 602 acquires the agent information of the agent assigned by the outbound calling gateway. The outbound calling module 603 activates the softphone corresponding to the target outbound calling trunk service through the outbound calling gateway and based on the assigned agent information, so as to perform the outbound calling task using the softphone corresponding to the target outbound calling trunk service.

[0059] For specific limitations regarding an intelligent outbound calling device based on an outbound calling gateway, please refer to the limitations of an intelligent outbound calling method based on an outbound calling gateway mentioned above, which will not be repeated here. Each module in the aforementioned intelligent outbound calling device based on an outbound calling gateway can be implemented entirely or partially through software, hardware, or a combination thereof. These modules can be embedded in or independent of the processor in a computer device in hardware form, or stored in the memory of a computer device in software form, so that the processor can call and execute the operations corresponding to each module.

[0060] This invention provides a computer-readable storage medium storing an application program. When executed by a processor, the program implements an intelligent outbound calling method based on an outbound calling gateway, as described in any of the above embodiments. The computer-readable storage medium includes, but is not limited to, any type of disk (including floppy disk, hard disk, optical disk, CD-ROM, and magneto-optical disk), ROM (Read-Only Memory), RAM (Random Access Memory), EPROM (Erasable Programmable Read-Only Memory), EEPROM (Electrically Erasable Programmable Read-Only Memory), flash memory, magnetic cards, or optical cards. In other words, the storage device includes any medium that stores or transmits information in a readable form by a device (e.g., a computer, a mobile phone), and can be a read-only memory, a disk, or an optical disk, etc.

[0061] This invention also provides a computer application running on a computer, which is used to execute an intelligent outbound calling method based on an outbound calling gateway according to any of the above embodiments.

[0062] also, Figure 7 This is a schematic diagram of the structural composition of a computer device in an embodiment of the present invention.

[0063] This invention also provides a computer device, such as... Figure 7 As shown. The computer device includes a processor 702, a memory 703, an input unit 704, and a display unit 705, among other components. Those skilled in the art will understand that... Figure 7 The illustrated device structure is not intended to limit all devices and may include more or fewer components than shown, or combine certain components. Memory 703 can be used to store application program 701 and various functional modules. Processor 702 runs application program 701 stored in memory 703, thereby performing various functional applications and data processing of the device. Memory can be internal memory or external memory, or both. Internal memory may include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), flash memory, or random access memory. External memory may include hard disks, floppy disks, ZIP disks, USB flash drives, magnetic tapes, etc. The memory disclosed in this invention includes, but is not limited to, these types of memory. The memory disclosed in this invention is only an example and not a limitation.

[0064] Input unit 704 is used to receive signal input and user-input keywords. Input unit 704 may include a touch panel and other input devices. The touch panel can collect user touch operations on or near it (such as operations performed by the user using a finger, stylus, or any suitable object or accessory on or near the touch panel) and drive the corresponding connection device according to a pre-set program; other input devices may include, but are not limited to, one or more of physical keyboards, function keys (such as play control buttons, power buttons, etc.), trackballs, mice, joysticks, etc. Display unit 705 can be used to display user-input information or information provided to the user, as well as various menus of the terminal device. Display unit 705 may be in the form of a liquid crystal display, organic light-emitting diode, etc. Processor 702 is the control center of the terminal device, connecting various parts of the entire device through various interfaces and lines, and performing various functions and processing data by running or executing software programs and / or modules stored in memory 703, and calling data stored in memory.

[0065] As one embodiment, the computer device includes: one or more processors 702, a memory 703, and one or more application programs 701, wherein the one or more application programs 701 are stored in the memory 703 and configured to be executed by the one or more processors 702, and the one or more application programs 701 are configured to execute an intelligent outbound calling method based on an outbound calling gateway in any of the above embodiments.

[0066] Furthermore, the above provides a detailed description of the intelligent outbound calling method, apparatus, computer device, and storage medium based on an outbound calling gateway provided by the embodiments of the present invention. Specific examples have been used to illustrate the principles and implementation methods of the present invention. The description of the above embodiments is only for the purpose of helping to understand the method and core ideas of the present invention. At the same time, for those skilled in the art, there will be changes in the specific implementation methods and application scope based on the ideas of the present invention. Therefore, the content of this specification should not be construed as a limitation of the present invention.

Claims

1. An intelligent outbound call method based on an outbound call gateway, characterized in that, The method comprises: receiving an outbound task of any outbound service system through an outbound gateway, the outbound gateway automatically assigning a customer service seat when receiving the outbound task; obtaining seat information of the customer service seat assigned by the outbound gateway; awakening a soft phone corresponding to a target outbound trunk service through the outbound gateway and according to the seat information of the assigned customer service seat, so as to use the soft phone corresponding to the target outbound trunk service to perform the outbound task; The outbound gateway is configured with a distribution strategy based on the seat information of the customer service seat of multiple outbound trunk services, and the outbound gateway automatically assigns a customer service seat according to the distribution strategy when receiving the outbound task; The distribution strategy includes configuring the customer service seat of the soft phone in the web mode as the highest priority, and the outbound gateway automatically assigns the customer service seat of the soft phone in the web mode according to the distribution strategy when receiving the outbound task; The awakening of the soft phone corresponding to the target outbound trunk service through the outbound gateway and according to the seat information of the assigned customer service seat comprises: awakening the soft phone in the web mode corresponding to the target outbound trunk service through the outbound gateway and according to the customer service seat of the soft phone in the web mode.

2. The method of claim 1, wherein, The distribution strategy is determined according to the business volume of each outbound service system in the multiple outbound service systems connected by the outbound gateway.

3. The method of claim 2, wherein, The outbound gateway is connected with multiple outbound service systems, and the outbound gateway is also connected with multiple outbound trunk services.

4. The method of claim 3, wherein, The multiple outbound service systems include customer service systems and electric sales systems.

5. The method of claim 1, wherein, The awakening of the soft phone corresponding to the target outbound trunk service through the outbound gateway and according to the seat information of the assigned customer service seat comprises: identifying the target outbound trunk service corresponding to the seat information of the assigned customer service seat; awakening the soft phone corresponding to the target outbound trunk service through the outbound gateway.

6. An intelligent outbound call apparatus based on an outbound call gateway, characterized by, The device comprises: a receiving module for receiving an outbound task of any outbound service system through an outbound gateway, the outbound gateway automatically assigning a customer service seat when receiving the outbound task; an obtaining module for obtaining seat information of the customer service seat assigned by the outbound gateway; an outbound module for awakening a soft phone corresponding to a target outbound trunk service through the outbound gateway and according to the seat information of the assigned customer service seat, so as to use the soft phone corresponding to the target outbound trunk service to perform the outbound task; The outbound gateway is configured with a distribution strategy based on the seat information of the customer service seat of multiple outbound trunk services, and the outbound gateway automatically assigns a customer service seat according to the distribution strategy when receiving the outbound task; The distribution strategy includes configuring the customer service seat of the soft phone in the web mode as the highest priority, and the outbound gateway automatically assigns the customer service seat of the soft phone in the web mode according to the distribution strategy when receiving the outbound task; The awakening of the soft phone corresponding to the target outbound trunk service through the outbound gateway and according to the seat information of the assigned customer service seat comprises: awakening the soft phone in the web mode corresponding to the target outbound trunk service through the outbound gateway and according to the customer service seat of the soft phone in the web mode.

7. An intelligent outbound call system based on an outbound call gateway, characterized by, The system comprises a plurality of outbound service systems, an outbound gateway and a plurality of outbound relay services, each outbound service system is connected with the outbound gateway, and each outbound relay service is connected with the outbound gateway; Any outbound service system sends an outbound task to the outbound gateway; The outbound gateway automatically allocates a customer service seat when receiving the outbound task, and obtains seat information of the customer service seat allocated by the outbound gateway; The outbound gateway arouses a soft phone corresponding to a target outbound relay service according to the seat information of the allocated customer service seat, so as to use the soft phone corresponding to the target outbound relay service to perform the outbound task; The outbound gateway is configured with a distribution strategy based on the seat information of the customer service seat of the plurality of outbound relay services, and automatically allocates a customer service seat according to the distribution strategy when receiving the outbound task; The distribution strategy comprises configuring a customer service seat of a web mode soft phone as a highest priority, and automatically allocating a customer service seat of a web mode soft phone according to the distribution strategy when the outbound gateway receives the outbound task; Arouse a soft phone corresponding to a target outbound relay service through the outbound gateway and according to the seat information of the allocated customer service seat, comprising: Arouse a web mode soft phone corresponding to a target outbound relay service through the outbound gateway and according to the customer service seat of the web mode soft phone.

8. A computer device comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, characterized in that, The processor executes the computer program to realize the steps of the method in any one of claims 1 to 5.

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