Processing device, processing program, and processing method

Abstract

To provide a processing device and a processing method that maintains usability for customers. [Solution] In the operator response switching processing procedure RT2, the contact center server 10 has a first processing unit 40 that receives a failure notification from the monitoring device 12 indicating that a failure has occurred in the call between the operator communication device PCx and the customer communication device 4, a second processing unit 42 that confirms that there is an operator communication device PCz or PCs that can be connected to the customer communication device 4, a third processing unit 44 that transmits a summary of the call between the operator communication device PCx and the customer communication device 4 obtained from the call summarizing device 16 to the operator communication device PCz or PCs, and a fourth processing unit 46 that changes the connection between the operator communication device PCx and the customer communication device 4 to a connection between the operator communication device PCz or PCs and the customer communication device 4.

Description

[Technical Field]

[0001] The present invention relates to a processing device, a processing program, and a processing method, and is suitable for application to a system that switches a call with a customer device to another operator device when a failure occurs on an operator device during a call in a contact center, for example. [Background technology]

[0002] Conventionally, a processing device has been proposed that, when a failure occurs in an operator device used by an operator who is currently on a call with a customer using a customer device, places the ongoing call on hold and establishes a call path between the customer device and another operator device (see, for example, Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2011-71858 Summary of the Invention [Problem to be solved by the invention]

[0004] In such processing devices, the customer has to repeat the same interaction between the customer and the operator that occurred before the failure occurred on the operator device that originally handled the call on the other operator device, which is a double effort for the customer and reduces usability.

[0005] The present invention has been made in consideration of the above points, and aims to propose a processing device, a processing program, and a processing method that can maintain usability for customers. [Means for solving the problem]

[0006] In order to solve this problem, the processing device of the present invention is provided with a first processing unit that receives first information from the first device indicating that a failure has occurred in the call between the first operator device and the customer device, a second processing unit that confirms that there is a second operator device that can be connected to the customer device, a third processing unit that transmits a summary of the call between the first operator device and the customer device, obtained from the second device, to the second operator device, and a fourth processing unit that changes the connection between the first operator device and the customer device to a connection between the second operator device and the customer device.

[0007] In addition, the processing program of the present invention causes a computer to function as a first processing unit that receives first information from the first device indicating that a failure has occurred in a call between a first operator device and a customer device, a second processing unit that confirms the existence of a second operator device that can be connected to the customer device, a third processing unit that transmits a summary of the call between the first operator device and the customer device, obtained from the second device, to the second operator device, and a fourth processing unit that changes the connection between the first operator device and the customer device to a connection between the second operator device and the customer device.

[0008] Furthermore, in a processing method of the present invention, a processing device connected to a first operator device and a second operator device is configured so that the processing device executes the following steps: a first processing step of receiving, from the first device, first information indicating that a failure has occurred in a call between the first operator device and a customer device; a second processing step of confirming that a second operator device exists that can be connected to the customer device; a third processing step of transmitting, to the second operator device, a summary of the call between the first operator device and the customer device, obtained from the second device; and a fourth processing step of changing the connection between the first operator device and the customer device to a connection between the second operator device and the customer device.

[0009] As a result, the present invention allows an operator or administrator using a second operator device that takes over a call with a customer to easily understand the call between the customer and the operator up until a failure occurs in the first operator device. [Effects of the Invention]

[0010] According to the present invention, an operator or manager using a second operator device that takes over a call with a customer can easily understand the conversation between the customer and the operator up until a failure occurred in the first operator device. Thus, the present invention can realize a processing device, processing program, and processing method that can maintain usability for customers. [Brief explanation of the drawings]

[0011] [Figure 1] FIG. 1 is a diagram illustrating the configuration of a contact center system. [Figure 2] FIG. 2 is a block diagram showing the functional configuration of a contact center server. [Figure 3] 10 is a sequence chart showing a switching destination search process procedure; [Figure 4] 10 is a sequence chart showing an operator response switching process procedure. [Figure 5] 10 is a sequence chart showing a procedure for a manager response switching process. DETAILED DESCRIPTION OF THE INVENTION

[0012] Hereinafter, modes for carrying out the invention (hereinafter referred to as embodiments) will be described with reference to the drawings.

[0013] [1. Contact center system configuration] As shown in Figure 1, a contact center system 1 comprises a contact center 2 of a company or the like and a customer communication device 4 operated by a customer N. The contact center 2 employs a plurality of operators OP1, ..., OPx, ..., and OPn (hereinafter collectively referred to as operators OP), who respond to customer N, i.e., communicate with customer N through chat (mutual exchange of text) and phone calls (conversations over telephone lines). The contact center 2 is equipped with a contact center server 10, operator communication devices PC1, ..., PCx, ..., and PCn (hereinafter collectively referred to as operator communication devices PC), a monitoring device 12, a call hold device 14, and a call summarizing device 16.

[0014] [2. Contact Center Server Configuration] The contact center server 10 is communicatively connected to a monitoring device 12, a call holding device 14, a call summarizing device 16, and a plurality of operator communication devices PCs via a communication network 20. The contact center server 10 is also communicatively connected to one or a plurality of customer communication devices 4 via a public network 22. The communication network 20 is, for example, a LAN (Local Area Network) installed in the contact center 2. The public network 22 is, for example, an IP (Internet Protocol) network using protocols such as TCP / IP (Transmission Control Protocol / Internet Protocol) or a public telephone network that relays public telephone lines, and mainly performs processes such as connecting, disconnecting, and relaying voice calls.

[0015] The contact center server 10 is a server device that controls the operator communication device PC to execute processes related to the contact center service (i.e., customer support service) provided to the customer N, and controls outgoing and incoming calls at the contact center 2. The contact center server 10 is controlled as a whole by a server control unit 11. The server control unit 11 has a CPU (Central Processing Unit) (not shown), a storage unit such as a ROM (Read Only Memory), a RAM (Random Access Memory) or a hard disk, and a network interface, and performs various processes by reading predetermined programs from the ROM etc. using the CPU and executing them while using the RAM as a work area.

[0016] The contact center server 10 also has the functions of obtaining information about the operator communication device PC in which an abnormality has been detected from the monitoring device 12, identifying the call that was being made on the operator communication device PC in which an abnormality has been detected, connecting the customer communication device 4 of the other party of the operator communication device PC in which the abnormality has been detected to the call holding device 14, notifying the operator communication device PC of the manager of the call in which the abnormality has been detected of information about the call, obtaining a summary of the call content of the call from the call summarizing device 16, and identifying the operator OP or manager who will follow up (i.e., take over) the call, and sending call information, which is information about the call including a summary of the call content, to the operator communication device PC used by the operator OP or manager, and connecting the call.

[0017] [3. Operator communication device configuration] The operator communication device PC is an example of an operator terminal operated by the operator OP and the administrator, and is communicatively connected to the contact center server 10, the monitoring device 12, the call holding device 14, and the call summarizing device 16 via the communication network 20, and provides the operator OP and the administrator with communication with the customer N connected by the contact center server 10. This operator communication device PC is, for example, a computer device with a voice call function, or a combination of a telephone and a computer device.

[0018] The manager, also known as a supervisor, manages a team of, for example, 10 to 20 operators OP, and supervises each operator OP to ensure that they can complete their work. When an operator OP other than the manager receives a question from customer N that he or she cannot answer, the manager will give advice on the question to the operator OP or directly convey the answer to the question to the customer.

[0019] The operator communication device PC also has a control function of responding to an incoming call from customer N via the contact center server 10, calling the customer communication device 4 to enable the call and terminating the call, a function of receiving and displaying a summary of the call content, which is a summary of the content of each call that has been summarized and converted into text, from the call summarizing device 16, and a function of receiving and displaying, when taking over a call from another operator communication device PC, call information relating to the call, such as customer N's ​​telephone number, name, call start time, and purpose of the call, from the contact center server 10.

[0020] [4. Configuration of monitoring device] The monitoring device 12 detects call suspension, which is an abnormality in an operator communication device PC belonging to the contact center 2, in real time, and notifies the contact center server 10 of the detected information about the operator communication device PC. This monitoring device 12 has a CPU (not shown), a storage unit such as a ROM, RAM, or hard disk, and a network interface, and performs various processes by reading predetermined programs from the ROM or the like using the CPU and executing them while using the RAM as a work area.

[0021] [5. Configuration of the call holding device] The call holding device 14 is a server device that can connect multiple calls and automatically plays and provides guidance for each connected call. The call holding device 14 has a CPU (not shown), a storage unit such as a ROM, RAM, or hard disk, and a network interface, and performs various processes by reading predetermined programs from the ROM or the like using the CPU and executing them while using the RAM as a work area.

[0022] [6. Configuration of the call summary device] The call summarizing device 16 generates a summary of the call content by summarizing the content of each call and converting it to text, and manages the start and end times of the call and information that can uniquely identify the customer N and the operator OP involved in the call. The call summarizing device 16 is also a server device that, upon receiving identification information that identifies either or both of the information that identifies the customer N or the operator OP from the contact center server 10, provides the contact center server 10 with call information that is information about the call between the customer N and the operator OP, including a summary of the call content that corresponds to the identification information. The call summarizing device 16 has a CPU, storage units such as ROM, RAM, and hard disk, and a network interface (not shown), and performs various processes by reading predetermined programs from the ROM or the like using the CPU and executing them while using the RAM as a work area.

[0023] [7. Configuration of Customer Communication Device] The customer communication device 4 is a voice communication device used by the customer N, is connected to the contact center server 10 via the public network 22, and is a communication device for using the contact center services provided by the contact center server 10. The customer communication device 4 is, for example, a fixed telephone terminal, a mobile phone terminal, a personal computer or tablet terminal on which voice communication software is installed and to which a voice input / output device (a microphone, speaker, or headset) is connected, etc.

[0024] [8. Troubleshooting Procedures] Next, we will explain the response processing procedure when a failure occurs, which switches a call between customer N and the operator communication device PCx to another operator communication device PC when a failure occurs in the operator communication device PCx in the contact center system 1. The response processing procedure when a failure occurs includes a switching destination search processing procedure RT1 shown in Fig. 3 and an operator response switching processing procedure RT2 shown in Fig. 4 or a manager response switching processing procedure RT3 shown in Fig. 5.

[0025] [8-1. Switch destination search processing procedure] At the start of the switching destination search processing procedure RT1 (FIG. 3), it is assumed that customer N and operator OPx are in a call using customer communication device 4 and operator communication device PCx, respectively. It is also assumed that an administrator who manages the work in charge of operator OPx is using operator communication device PCs. Furthermore, the call summarizing device 16 summarizes the call between customer N and operator communication device PCx in real time, one by one, and generates a summary of the call content. Note that FIG. 3 illustrates operator communication devices PCx, PCs, and PCz, and omits the other operator communication devices PC.

[0026] In step SP1, it is assumed that a call is suspended due to some kind of failure in the operator communication device PCx.

[0027] The monitoring device 12 monitors the operating status (call status) of all operator communication devices PCx belonging to the contact center 2 at predetermined intervals, and at the monitoring timing of step SP2, detects a failure (i.e., a call status) of the operator communication device PCx and proceeds to step SP3. In step SP3, the monitoring device 12 transmits a failure occurrence notification to the contact center server 10 indicating that a failure has occurred in the operator communication device PCx.

[0028] Upon receiving the failure notification from the monitoring device 12, in step SP4, the server control unit 11 of the contact center server 10 connects the customer communication device 4 and the call holding device 14, thereby switching the connection destination of the customer communication device 4 from the operator communication device PCx to the call holding device 14, and updates the call status managed by the contact center server 10 accordingly (i.e., updates the call status to indicate that the connection destination of the customer communication device 4 has been switched from the operator communication device PCx to the call holding device 14), and proceeds to step SP5. In step SP5, the server control unit 11 instructs the call holding device 14 to play a message, and proceeds to step SP6. As a result, a call is established between the customer communication device 4 and the call holding device 14, and the customer N using the customer communication device 4 hears a message indicating that his or her call is on hold.

[0029] In step SP6, the server control unit 11 notifies the administrator by sending a hold notification to the operator communication device PCs together with the call information, indicating that a failure has occurred in the operator communication device PCx that was serving customer N using the customer communication device 4, and that the call from the customer communication device 4 has been connected to the call hold device 14 and is on hold, and then proceeds to step SP7. This allows the administrator to grasp the status of operators OP other than the administrator.

[0030] In step SP7, the server control unit 11 determines whether or not there is an operator OP currently available to handle customer N among the operators OP that provide the service that customer N was receiving. If a positive result is obtained here, this means that customer N's ​​call on hold will be transferred to the currently available operator OP, and the server control unit 11 then proceeds to step SP11 in the operator response switching processing procedure RT2 (FIG. 4).

[0031] On the other hand, if a negative result is obtained in step SP7 of the switching destination search processing procedure RT1 (FIG. 3), this means that there is no operator OP currently available to handle the held call for customer N, but an administrator may be available, and in this case the server control unit 11 proceeds to step SP8. In step SP8, the server control unit 11 determines whether an administrator is currently available to handle customer N. If a positive result is obtained here, this means that the held call for customer N should be assigned to an administrator who is currently available, and in this case the server control unit 11 proceeds to step SP21 in FIG. 5.

[0032] On the other hand, if a negative result is obtained in step SP8, this means that there is no operator OP currently available to answer the call from customer N on hold, and the administrator is also unavailable. In this case, the server control unit 11 returns to step SP7 and repeats the above-mentioned process until an operator OP or administrator becomes available to answer the call.

[0033] [8-2. Operator response switching process] Next, the operator response switching processing procedure RT2 shown in Fig. 4 will be described when, in the contact center system 1, there is an operator OP belonging to the business that provides the service that customer N has received and the operator OP is currently available to assist customer N, and a positive result is obtained in step SP7 of the switching destination search processing procedure RT1 (Fig. 3). Here, it is assumed that, in step SP11, an operator OPz using an operator communication device PCz is available to assist customer N.

[0034] In step SP11, the server control unit 11 of the contact center server 10 uses the call information of customer N to obtain a summary of the call content between customer N and operator OPx from the call summarizing device 16, and proceeds to step SP12. In step SP12, the server control unit 11 transmits the call information, which is information about the call between customer N and operator OPx, including the summary of the call content, to the operator communication device PCz used by the operator OPz who will now be handling customer N, and proceeds to step SP13.

[0035] In step SP13, the server control unit 11 switches the connection destination of the customer communication device 4 from the call holding device 14 to the operator communication device PCz, updates the call status managed by the contact center server 10 accordingly (i.e., updates the call status to one in which the connection destination of the customer communication device 4 has been switched from the call holding device 14 to the operator communication device PCz), and proceeds to step SP14. As a result, the customer communication device 4 no longer hears the guidance from the call holding device 14, and the customer communication device 4 is now in a call with the operator communication device PCz.

[0036] In step SP14, the server control unit 11 notifies the administrator by transmitting a call resumption notification to the operator communication device PCs indicating that the follow-up of customer N using the customer communication device 4 has been completed by connecting the call from the customer communication device 4 to the operator communication device PCz, from a state in which the call from the customer communication device 4 is connected to the call holding device 14 and held. This allows the administrator to grasp the status of operators OP other than the administrator.

[0037] [8-3. Administrator response switching process] Next, we will explain the manager response switching processing procedure RT3 shown in Figure 5 when, in the contact center system 1, a manager is currently available to serve customer N and a positive result is obtained in step SP8 of the switching destination search processing procedure RT1 (Figure 3).

[0038] In step SP21, the server control unit 11 of the contact center server 10 uses the call information of customer N to obtain a summary of the call content between customer N and operator OPx from the call summarizing device 16, and proceeds to step SP22. In step SP22, the server control unit 11 transmits the call information, which is information about the call between customer N and operator OPx, including the summary of the call content, to the operator communication device PCs used by the manager who will now be handling customer N, and proceeds to step SP23.

[0039] In step SP23, the server control unit 11 switches the connection destination of the customer communication device 4 from the call holding device 14 to the operator communication device PCs, and updates the call status managed by the contact center server 10 accordingly (i.e., updates the call status to one in which the connection destination of the customer communication device 4 has been switched from the call holding device 14 to the operator communication device PCs). As a result, the customer communication device 4 no longer hears the guidance from the call holding device 14, and the customer communication device 4 enters a call with the operator communication device PCs.

[0040] [9. Functional configuration of contact center server] Here, the basic functions related to the response process in the event of a failure in the contact center server 10 are shown in a functional block diagram in FIG.

[0041] The first processing unit 40 corresponds to, for example, the server control unit 11 (FIG. 1) and receives a failure notification from the monitoring device 12 indicating that a failure has occurred in the call between the operator communication device PCx and the customer communication device 4. The second processing unit 42 corresponds to, for example, the server control unit 11 (FIG. 1) and confirms that an operator communication device PCz or PCs exists that can be connected to the customer communication device 4. The third processing unit 44 corresponds to, for example, the server control unit 11 (FIG. 1) and transmits a summary of the call between the operator communication device PCx and the customer communication device 4, obtained from the call summarizing unit 16, to the operator communication device PCz or PCs. The fourth processing unit 46 corresponds to, for example, the server control unit 11 (FIG. 1) and changes the connection between the operator communication device PCx and the customer communication device 4 to a connection between the operator communication device PCz or PCs and the customer communication device 4.

[0042] The fifth processing unit 48 corresponds to, for example, the server control unit 11 (FIG. 1), and when the first processing unit 40 receives a failure occurrence notification from the monitoring device 12, changes the connection between the operator communication device PCx and the customer communication device 4 to a connection between the call holding device 14 as a third device and the customer communication device 4. In this case, the fourth processing unit 46 changes the connection between the call holding device 14 and the customer communication device 4 to a connection between the operator communication device PCz or PCs and the customer communication device 4.

[0043] [10. Effects, etc.] In the above configuration, when the monitoring device 12 detects that a failure has occurred in the operator communication device PCx used by an operator OP of the contact center 2 who is on a call with customer N using the customer communication device 4, the contact center server 10 changes the connection between the operator communication device PCx and the customer communication device 4 to a connection between the call holding device 14 and the customer communication device 4, and sends guidance from the call holding device 14 to the customer communication device 4 indicating that the call is on hold.

[0044] Next, the contact center server 10 determines whether there is an operator communication device PC that can be connected to the customer communication device 4, and if, for example, an operator communication device PCz or PCs exists, the connection between the call holding device 14 and the customer communication device 4 is changed to a connection between the operator communication device PCz or PCs and the customer communication device 4.

[0045] In this way, when an operator communication device PC abnormally stops, the contact center server 10 temporarily connects the call assigned to the operator communication device PC to the call holding device 14, searches for an operator communication device PC that will take over the call, and restores the call, thereby rescuing the call. This allows the contact center server 10 to prevent a drop in service quality caused by a sudden call disconnection without the customer N knowing the reason.

[0046] In addition, the contact center server 10 changes the connection between the call holding device 14 and the customer communication device 4 to a connection between the operator communication device PCz or PCs and the customer communication device 4, and then obtains a summary of the contents of the call between the operator communication device PCx and the customer communication device 4 from the call summarizing device 16 and transmits it to the operator communication device PCz or PCs.

[0047] Therefore, the contact center server 10 allows the operator OPz or OPs to check a summary of the contents of the call, so that the operator communication device PCz or PCs that has taken over the call can understand the interaction between customer N and operator OPx up until the failure occurred in the operator communication device PCx.

[0048] This allows the contact center server 10 to prevent the operator OPz or OPs from repeating the same exchange between customer N and operator OPx that occurred before a failure occurred in the operator communication device PCx at the operator communication device PCz or PCs that has taken over the call, thereby eliminating the need for customer N to go through the same process twice.

[0049] Furthermore, when determining whether or not there is an operator communication device PC connectable to the customer communication device 4, the contact center server 10 first determines whether or not there is an operator communication device PC used by an operator OP connectable to the customer communication device 4, and if there is an operator communication device PCz, changes the connection between the call holding device 14 and the customer communication device 4 to a connection between the operator communication device PCz and the customer communication device 4. On the other hand, when there is no operator communication device PC used by an operator OP connectable to the customer communication device 4, the contact center server 10 determines whether or not there is an operator communication device PC used by an administrator connectable to the customer communication device 4, and if there are operator communication devices PCs, changes the connection between the call holding device 14 and the customer communication device 4 to a connection between the operator communication device PCs and the customer communication device 4.

[0050] In this way, when determining whether or not there is an operator communication device PC that can be connected to the customer communication device 4, the contact center server 10 determines whether or not there is an operator communication device PC used by the operator OP, and if there is not, determines whether or not there is an operator communication device PC used by the administrator.

[0051] That is, the contact center server 10 gives priority to handing over a call to the operator communication device PC used by the operator OP over the operator communication device PC used by the administrator. As a result, the contact center server 10 gives priority to handing over a call to the operator OP who is in charge of making calls with customer N over the administrator who is in charge of managing the operator OP in addition to making calls with customer N, thereby minimizing disruption to the administrator's work other than making calls with customer N as much as possible.

[0052] According to the above configuration, the contact center server 10 includes, for example, a first processing unit 40 that receives a failure occurrence notification from the monitoring device 12 as the first device in step SP3 of the switching destination search processing procedure RT1 (FIG. 3), as first information indicating that a failure has occurred in a call between the operator communication device PCx as the first operator device and the customer communication device 4 as the customer device, a second processing unit 42 that confirms the presence of an operator communication device PCz or PCs as the second operator device that can be connected to the customer communication device 4 in steps SP7 and SP8 of the switching destination search processing procedure RT1, and a second processing unit 43 that confirms the presence of an operator communication device PCz or PCs as the second operator device that can be connected to the customer communication device 4 in step SP8 of the switching destination search processing procedure RT2 (FIG. 4). In steps SP11 and SP12 or steps SP21 and SP22 of the administrator response switching processing procedure RT3 (Figure 5), a third processing unit 44 is provided that transmits a summary of the call between the operator communication device PCx and the customer communication device 4, obtained from the call summary device 16 as the second device, to the operator communication device PCz or PCs, and in step SP13 of the operator response switching processing procedure RT2 (Figure 4) or step SP23 of the administrator response switching processing procedure RT3 (Figure 5), a fourth processing unit 46 is provided that changes the connection between the operator communication device PCx and the customer communication device 4 to a connection between the operator communication device PCz or PCs and the customer communication device 4.

[0053] This allows the contact center server 10 to allow the operator OPz or administrator using the operator communication device PCz or PCs that takes over the call with customer N to easily understand the call between customer N and operator OPx up until a failure occurs in the operator communication device PCx.

[0054] 11. Other Embodiments In the above embodiment, the monitoring device 12 detects a failure of the operator communication device PCx (i.e., a call stuck) in step SP2 of the switching destination search processing procedure RT1 (FIG. 3). However, the present invention is not limited to this, and the monitoring device 12 may also detect a communication failure between the customer communication device 4 and the operator communication device PCx.

[0055] In the above-described embodiment, the monitoring device 12 directly detects call suspension, which is an abnormality in the operator communication device PC, in real time in step SP2 of the switching destination search processing procedure RT1 (FIG. 3). The present invention is not limited to this, and the operator communication devices PC may directly detect each other's call suspension in real time, and the monitoring device 12 may monitor the detection results.

[0056] Furthermore, in the above-described embodiment, the contact center server 10 connects the customer communication device 4 to the call holding device 14 in step SP4 of the switching destination search procedure RT1 (FIG. 3), and switches the connection destination of the customer communication device 4 from the call holding device 14 to the operator communication device PCz in step SP13 of the operator response switching procedure RT2. However, the present invention is not limited to this. In particular, if an operator communication device PC to which the connection destination of the customer communication device 4 is to be switched can be immediately found, the contact center server 10 may omit step SP4 and switch the connection destination of the customer communication device 4 from the operator communication device PCx to the operator communication device PCz in step SP13. The connection destination of the customer communication device 4 may also be switched from the operator communication device PCx to the operator communication device PCz in step SP23 of the administrator response switching procedure RT3 (FIG. 5).

[0057] Furthermore, in the above-described embodiment, multiple types of guidance may be stored in advance in the call holding device 14, and in step SP5 of the switching destination search processing procedure RT1 (FIG. 3), the contact center server 10 may specify to the call holding device 14 the type of guidance to be sent from the call holding device 14 to the customer communication device 4. In this case, the guidance may be guidance about the estimated remaining time until the hold state ends, or guidance about the progress of the handover, such as "We are currently searching for an operator to take over... The operator to take over is preparing to resume the call. The name of the operator to take over is '...'."

[0058] Furthermore, in the above-described embodiment, the call summarizing device 16 has been described as generating a summary of the call content by summarizing the content of the call and converting it into text. However, the present invention is not limited to this, and the call summarizing device 16 may generate a summary of the call content by summarizing the content of the call in various other ways that allow the operator OP to understand the summary of the call content, such as summarizing the content of the call and converting it into audio.

[0059] Furthermore, in the above-described embodiment, the call summarizing device 16 has been described as transmitting a text summary of the call content, which is a summary of the call content that has been summarized and converted into text, to the contact center server 10 in step SP11 of the operator response switching processing procedure RT2 (FIG. 4). The present invention is not limited to this, and the call summarizing device 16 may transmit information indicating, for example, a link that enables access to the summary of the call content to the contact center server 10. The same applies to step SP21 of the manager response switching processing procedure RT3 (FIG. 5).

[0060] Furthermore, in the above-described embodiment, the contact center server 10, the monitoring device 12, the call holding device 14, and the call summarizing device 16 are provided separately. However, the present invention is not limited to this. The contact center server 10 may be provided with the functions of at least one of the monitoring device 12, the call holding device 14, and the call summarizing device 16, thereby integrating the contact center server 10 with at least one of the monitoring device 12, the call holding device 14, and the call summarizing device 16. The monitoring device 12 may be provided with the functions of at least one of the call holding device 14 and the call summarizing device 16, thereby integrating the monitoring device 12 with at least one of the call holding device 14 and the call summarizing device 16. Furthermore, the call holding device 14 may be provided with the functions of at least one of the monitoring device 12 and the call summarizing device 16, thereby integrating the call holding device 14 with at least one of the monitoring device 12 and the call summarizing device 16. Furthermore, the call summarizing device 16 may be provided with the functions of at least one of the monitoring device 12 and the call holding device 14, so that the call summarizing device 16 and at least one of the monitoring device 12 and the call holding device 14 may be integrated into one device. However, providing the contact center server 10, the monitoring device 12, the call holding device 14, and the call summarizing device 16 separately distributes the processing among the devices, thereby reducing the processing load.

[0061] Furthermore, in the above-described embodiment, the present invention has been described as being applied to a contact center system 1 in which operators OP respond to customers via telephone. However, the present invention is not limited to this, and may also be applied to a contact center system in which operators respond to customers via fax, email, chat, etc. In this case, the server control unit 11 of the contact center server 10 may be configured to support applications that can use fax, email, chat, etc., and the server control unit 11 may distribute responses to faxes, emails, chats, etc. from customers to an appropriate operator depending on the operator's work status.

[0062] Furthermore, in the above-described embodiment, the present invention has been described as being applied to a contact center system 1, which is a specific example of a processing system. However, the present invention is not limited to this, and the present invention may also be applied to a processing system with a different configuration from that of the contact center system 1. Furthermore, in the above-described embodiment, the present invention has been described as being applied to a contact center server 10, which is a specific example of a processing device and a computer. However, the present invention is not limited to this, and the present invention may also be applied to a processing device and a computer with a different configuration from that of the contact center server 10. For example, the server control unit 11 may be applied to a processing device in which part or all of it is implemented in hardware rather than software.

[0063] Furthermore, the present invention is not limited to the above-described embodiment and other embodiments. That is, the scope of application of the present invention extends to embodiments in which the above-described embodiment and the other embodiments are combined in part or in whole. The scope of application of the present invention also extends to embodiments in which part of the configuration described in any of the above-described embodiment and other embodiments is extracted and used as part of the configuration of any of the above-described embodiment and other embodiments, or in which part of the extracted configuration is added to any of the above-described embodiment.

[0064] Furthermore, in the above-described embodiment, the contact center server 10 is configured as a processing device, for example, by the first processing unit 40 as the first processing unit, the second processing unit 42 as the second processing unit, the third processing unit 44 as the third processing unit, and the fourth processing unit 46 as the fourth processing unit. However, the present invention is not limited to this, and the processing device may be configured by the first processing unit, the second processing unit, the third processing unit, and the fourth processing unit having various other configurations. [Industrial Applicability]

[0065] The present invention can be widely used in customer support systems such as contact center systems. [Explanation of symbols]

[0066] 1...contact center system, 2...contact center, 4...customer communication equipment, 10...contact center server, 11...server control unit, PC...operator communication equipment, 12...monitoring equipment, 14...call hold equipment, 16...call summary equipment, 20...communication network, 22...public network, OP...operator, 40...first processing unit, 42...second processing unit, 44...third processing unit, 46...fourth processing unit, 48...fifth processing unit.

Claims

1. a first processing unit that receives, from the first device, first information indicating that a failure has occurred in a call between the first operator device and the customer device; a second processing unit that confirms that a second operator device that can be connected to the customer device exists; a third processing unit configured to transmit a summary of the call between the first operator device and the customer device, the summary being acquired from the second device, to the second operator device; a fourth processing unit that changes the connection between the first operator device and the customer device to a connection between the second operator device and the customer device; A processing device comprising:

2. a fifth processing unit that, when the first processing unit receives the first information from the first device, changes the connection between the first operator device and the customer device to a connection between a third device and the customer device; and The fourth processing unit changes the connection between the third device and the customer device to a connection between the second operator device and the customer device.

2. The processing device according to claim 1.

3. The second processing unit is Determine whether or not there is a second operator device connectable to the customer device and used by an operator, and if there is no second operator device connectable to the customer device and used by the operator, determine whether or not there is a second operator device connectable to the customer device and used by an administrator. The processing device according to claim 2 .

4. The fourth processing unit is When the second processing unit determines that there is a second operator device that can be connected to the customer device and is used by an operator, the second processing unit changes the connection between the third device and the customer device to a connection between the second operator device used by the operator and the customer device, and transmits to the second operator device used by the administrator information that the connection between the second operator device and the customer device has been changed; When the second processing unit determines that the second operator device connectable to the customer device and used by the administrator exists, the connection between the third device and the customer device is changed to a connection between the customer device and the second operator device used by the administrator. The processing device according to claim 3 .

5. The second processing unit is Instructing the third device to change the connection between the first operator device and the customer device to a connection between the third device and the customer device, and to notify the customer device that the call is on hold. The processing device according to claim 2 .

6. Computer, a first processing unit that receives, from the first device, first information indicating that a failure has occurred in a call between the first operator device and the customer device; a second processing unit that confirms that a second operator device that can be connected to the customer device exists; a third processing unit configured to transmit a summary of the call between the first operator device and the customer device, the summary being acquired from the second device, to the second operator device; a fourth processing unit that changes the connection between the first operator device and the customer device to a connection between the second operator device and the customer device; A processing program to make it function as such.

7. A processing method for a processing device connected to a first operator device and a second operator device, comprising: The processing device includes: a first processing step of receiving first information from the first device indicating that a failure has occurred in a call between the first operator device and a customer device; a second processing step of confirming that there is a second operator device that can be connected to the customer device; a third processing step of transmitting a summary of the call between the first operator device and the customer device, obtained from the second device, to the second operator device; a fourth processing step of changing the connection between the first operator device and the customer device to a connection between the second operator device and the customer device; A processing method characterized by carrying out the above.

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