33 results about "Customer representative" patented technology

A computerized method and system for evaluating customers of a financial institution using customer relationship value tags and associated customer treatment actions includes automatically analyzing information about a customer from a database of the financial institution by a customer assessment engine using a predefined statistical model to assess the value of the customer to the financial institution. At least one customer treatment action associated with the assessed value is identified by the assessment engine, and the assessment engine marks a file associated with the customer with a mark representing the assessed value and the associated customer treatment action. The marked file is then accessed by other financial systems of the financial institution, or by customer representatives of the financial institution, and the associated customer treatment action is implemented by such systems or representatives in dealing with the customer.

A two stage electronic messaging system and method of use that automatically and accurately responds to user queries (e.g., input documents) using a two stage searching and retrieval system. The two stages system includes fast document-matching techniques (e.g., "weak" search techniques) in combination with more advanced categorization and text-search techniques (e.g., machine learning and other semi-automated techniques). The two stage searching and retrieval system may be used via the Internet, an intranet, LAN or other similar system, and may be used for providing requested information to a user (e.g., customer, employee, customer representative and the like) via a content rich web site, a propriety database or any computer related help system.

The invention provides a telephone call access processing method and device and a call center. The method comprises the steps that when a telephone call access request requested by a user to have access to the call center is received, the call record in a prestored call log is inquired according to the incoming call identification of the user, and the target call record of the user is determined; the telephone call access request is connected to a manual position of a customer representative corresponding to the identification according to the identification of the customer representative recorded in the target call record. When the user requests to have access to the call center, the original customer representative in the prestored call record is rapidly contacted, the running efficiency of the call center is improved, and the user satisfaction degree is enhanced.

A computerized method and system for evaluating customers of a financial institution using customer relationship value tags associated customer treatment actions includes automatically analyzing information about a customer from a database of the financial institution by a customer assessment engine using a predefined statistical model to assess the value of the customer to the financial institution. At least one customer treatment action associated with the assessed value is identified by the assessment engine, and the assessment engine marks a file associated with the customer with a mark representing the assessed value and the associated customer treatment action. The marked file is then accessed by other financial systems of the financial institution, or by customer representatives of the financial institution, and the associated customer treatment action is implemented by such systems or representatives in dealing with the customer.

A system and method allows a purchaser to configure products for one or more products. The method includes receiving a data file, incorporating the data file into a procurement system of the purchaser, and configuring the products using the data file, the products including non-commodity products configurable according to business rules. The purchaser includes at least one of a customer, a third party acting on behalf of the customer, supplier and a manufacturer. The data file allows the purchaser to configure the products independent of a third party provided configuration tool by providing manipulable parameters that configure a non-commodity product or service. The manipulable parameters include upgrades, downgrades and swapping of components. The data file also includes non-manipulable parameters that contribute to the configuration of a non-commodity product or service including parent components, orphan components, child components, configuration components and optional components. The data file also includes business rules including rules for manipulating buyer-generated data including functional rules and configuration rules for integrating the data file into the procurement system. The method further includes generating a purchase requisition using the procurement system, the generating the purchase requisition using data from the data file and creating a table of a plurality of components for configuring the products, the table identifying the relationships between and among the components. The method further includes allowing the purchase to self-determine whether orders placed in the procurement system will trigger a rejection of an order due to activation of a discontinue date for discontinued product or configuration.

A method of collaboratively identifying, prioritizing, and resolving issues is provided. An issue and / or a comment corresponding to the issue are received over a computer network from a customer and / or an originating entity via respective computer devices and posted on a discussion-capable electronic media accessible to the computer devices, as well as a third computer device. The third computer device is used by a committee comprised of a customer representative and originating entity representative to access the electronic media to separate the posted issues into rejected issues and action issues, at least partially based on the posted comments. The committee prioritizes the action issues and sends resolution directions for each action issue to the customer and / or a manufacturer. Once a resolution proposal for an action issue is received, the committee directs the implementation of the resolution proposal for each action issue before closing the action issue upon completion of the resolution proposal. An associated system is also provided.

The present invention reduces labor cost, reduces shrinkage and reduces stress. It improves customer retention, loyalty and saves time for customers. It is a system where the customer using a telephony device having access to his or her preference database. Where the user can order and the order fulfillment is accurate. This invention eliminates all or part of the need for a customer representative taking phone orders. The system and method provides employee incentive where the employee is assigned to a customer where the customer is notified of new items which can be added to the customer preferences. This provides more opportunity and convenience for the customer.

In an example method of operating a call center, personal profiles of a number of clients of a service provided by the call center are maintained in electronic storage. At least one of the personal profiles includes identification of one or more entities authorized by the respective client to act on behalf of the respective client, and a particular one of the one or more entities is assigned one or more trust level indicators specific respectively to one or more particular categories of action. An inquiry is received, inquiring whether the particular entity is authorized by a particular client to perform a proposed action on behalf of the particular client, the proposed action relating to one of the categories of action. It is then determined, based the trust level indicators and the category, whether the particular entity is authorized by the particular client to perform the proposed action.

The invention provides a seating system based on multi-process and a method for realizing a seating business, and belongs to the field of customer service center system. The seating system comprises a frame master process module and a business sub-process module. The method comprises the steps of: receiving a business instruction input by a customer representative and transmitting the business instruction by the framework master process module; receiving the business instruction transmitted by the framework master process module and loading a manual business page according to the business instruction by the business sub-process module. The technical scheme provided by the invention improves the response speed of a seating system page, enhances the experience quality of users for the seating system, greatly reduces the breakdown and abnormal exiting of the seating system, improves the stability, fault tolerance and cruising ability of the seating system, and guarantees the work quality of the customer representative in the telephone traffic connection function and manual business function.

The invention discloses a background service progress unit, a seat system and a calling control method thereof. The background service progress unit comprises a protocol stack module, a state machine module and a service access interface module. The seat system comprises a browser and the background service progress unit. The method comprises the following steps: sending an operation request of a customer representative to the background service progress unit by the browser through an operation page; judging whether the requested operation can be executed currently or not by the background service progress unit, if so, sending the operation request to a CTI server; transmitting the received operation request to an automatic calling distributor to execute the operation by the CTI server, and after the operation is executed, transmitting a notification message of finishing the operation to the background service progress unit; and switching seat states by the background service progress unit according to the notification message of finishing the operation. The invention ensures that the customer representative can log in the CTI server and treat callings through an ordinary computer host.

Methods and apparatuses, including computer program products, are described for secure video conferencing to conduct financial transactions. A server computing device receives a request to establish a video conference from a first client device associated with a user of the first client device. The server computing device authenticates the first client device using credential information. The server computing device establishes a video conference between the first client device and a second client device associated with a customer representative of a financial institution. The server computing device transmits video images associated with one or more cameras coupled to the first client device to the second client device, the video images comprising a view of the user and an area surrounding the user. The server computing device determines whether any persons other than the user are present in the area surrounding the user.

A method is provided for permitting telephone sales representatives access to information on qualification of customers to obtain particular products. A client server system is used. A client submits information concerning a product, a type of qualification and customer information to the server. Based on the product and type of qualification, a set of qualification rules is then obtained. The qualification rules are organized by category. Customer credit information, including credit history, preexisting products, and other information, is obtained from a customer credit database. Customer credit information is then traversed through the qualification rules to obtain a qualification result, which is returned to the client. In a method for providing scripts to representatives, who identify a requested type of script and the product, the representatives are provided with a dynamically generated script of the requested type and specific to the identified product. Script types are classified into functional types. Scripts are dynamically filled with customer-specific information, such as name, price and product. The output is provided for display on the telephone representative's browser. A general sales script is provided in the browser window. Links for items that are required in response to customer inquiries are also provided in the window. When a link is selected, a script is provided specific to the type of customer inquiry.

Systems and methods for remotely diagnosing, trouble shooting, and / or programming an end user telephone by a customer service representative using a telephone and modem system in communication with the user's telephone and modem system during a live telephone call between the customer service representative and the user are disclosed. The method for the user to obtain assistance from the customer service representative for the user system generally comprises initiating a telephone call to the representative, transmitting data signals containing information relating to the user system to the customer service system, speaking with the customer service representative, and receiving data signals that includes a command to control a remotely controllable feature of the user system from the customer service system, wherein the user and customer representative systems selectively alternate between data signal transmissions and voice signal transmissions.

The invention discloses a method for pushing data in a video customer service system, and the video customer service system. The method comprises that: the video customer service system receives and displays a first data source through a basic display layer of a data push window; and the video customer service system transmits the data displayed in the data push window to a user terminal. In the method and the system of the invention, the data selected by a customer representative is transmitted to a user side in real time so as to realize better video interaction between the user and the customer representative.

A method for providing scripts to customer representatives includes the steps of: receiving from a client computer information identifying a customer, a product, and a workflow; determining a script based on the received product and workflow information; obtaining the determined script, the script comprising text and variables, from a database; replacing the variables in the determined script with text in accordance with at least the received customer identification information to provide a customized script; and providing the customized script to the client computer for display.

The invention discloses a seat monitoring system and an implementing method, relating to the field of customer service center system. The system in the invention comprises a seat monitoring unit, a site data structure module and a site editing module which are connected in sequence, wherein the site editing module is used for adopting different primitives to respectively imitate each article and seat in a simulated call center live action based on the selected background, and generating a scene analogue graph for a call center after filling in each primitive information; the site data structure module is used for storing the information in the scene analogue graph by using a predefined data structure; and the seat monitoring unit is used for reading corresponding information from the stored scene analogue graph according to monitoring conditions, drawing into a monitoring view, reading the information of a customer representative to be monitored from a computer-phone integrated system, displaying the information on the corresponding position in the monitoring view, thus realizing the seat monitoring. The invention has the advantages of displaying the actual condition of the whole site flexibly and perfectly and improving the work efficiency of the monitor position.

A system and method for enabling a conversation to be shifted to different modalities. Optionally and preferably, the conversation between a customer and a customer representative is shifted from a voice phone call to a messaging-based system which may optionally be, for example, through SMS or short messaging system messages, self help tools or through other messaging systems, which may, for example, be operated through a mobile communication device such as a smartphone.

The invention discloses a background service process unit, a position system and a method for call control thereof. The method includes: a browser sending an operation request according to a customer representative to a background service process unit through an operation page; the background service process unit judging whether the operation can be performed currently, if yes, sending the operation request to a CTI server; the CTI server forwarding the received operation request to an automatic call distributor for performing, and forwarding an operation completion notification message, after the operation request is performed completely, to the background service process unit; the background service process unit making a switching to a position state according to the operation completion notification message.

The invention discloses a method for realizing call processing, which comprises: after a call is put through, a connection module provides customer identification to a service module which is separately arranged with the connection module; and the connection module executes a connection control function, and the service module executes a service processing function according to the customer identification. The invention also discloses a device for realizing call processing and a device for realizing connection control. By application of the embodiment of the invention, the dependence degree of a call center on a database is reduced; and because the connection control function and the service processing function are separately realized, so that the influence between the two functions is reduced, and when the service processing function is not available due to failure of the database, the availability of the call center is improved, connection control is not influenced, and connection operation between a customer representative and a customer during the communication process can be guaranteed.

A system and method for enabling a conversation to be shifted to different modalities. Optionally and preferably, the conversation between a customer and a customer representative is shifted from a voice phone call to a messaging-based system which may optionally be, for example, through SMS or short messaging system messages, self help tools or through other messaging systems, which may, for example, be operated through a mobile communication device such as a smartphone.

The invention relates to a method and system for evaluating a call center Chat. The method comprises the steps that a CTI server receives a Chat evaluating request sent by a customer representative after the customer representative completes a Chat service, and returns an evaluation collecting URI to the customer representative according to the Chat evaluating request; a Chat gateway transfers corresponding Chat users to the evaluation collecting URI according to the request of the customer representative; a Chat evaluating server carries out Chat service evaluation on the Chat users according to the evaluation collecting URI and preset evaluation rules. When the Chat evaluating server carries out evaluation, evaluation collecting information and evaluation analyzing rules can be flexibly customized, and the basis is provided for the analysis and the improvement of the service quality of a call center; when Chat service evaluation is carried out through the call center, the Chat connection between the customer representative and the Chat users is cut off, the customer representative is not influenced to access other Chat users, and therefore the working efficiency of the customer representative is not influenced.

A computer-implemented process receives, from a client representative communication device, a request to initiate a voice-based communication to a customer communication device on behalf of a client entity. The request comprises a telephone number associated with the customer communication device. The client representative device being is operated by a client representative that speaks a first human-spoken language, and the customer communication device is operated by a customer that speaks a second human-spoken language, which is distinct from the first human-spoken language. The computer-implemented process routes, with a processor, the request to a language interpreter communication device. The computer-implemented process initiates, with the processor, a communication request from the language interpreter communication device to the customer communication device. Furthermore, the computer-implemented process receives, at a processor-implemented interactive voice recognition system, a callback subsequent to the communication request from the language interpreter communication device to the customer communication device being unanswered.

A scheduling system for scheduling extra duty details comprising: a processor in communication with an internet; the processor configured to identify a customer who contacts the scheduling system and determine what the proper law enforcement department is available to the customer, and route the customer to the proper customer representative; the processor is further configured to display to the proper customer representative's communication terminal the proper law enforcement department rules, rates and any other pertinent information; the processor is further configured to receive data about the extra duty detail request such as date, time, and location from the customer or customer representative; the processor is further configured to indicate whether law enforcement department approval of the extra duty detail request; the processor is further configured to process the extra duty detail requests with the appropriate parameters; and the processor is further configured to process the extra duty detail pay and invoice the customer. A non-transitory computer-readable storage medium storing computer-readable instructions thereon, the instructions, when executed by one or more processors of a service scheduling system, cause the service scheduling system to perform a method comprising: identifying a customer who contacts the scheduling system; determining what the proper law enforcement department is available to the customer; routing the customer to the proper customer representative; displaying at the proper customer representative's communication terminal the proper law enforcement department rules, rates and any other pertinent information; receiving data about the extra duty detail request such as date, time, and location from the customer or customer representative; indicating whether law enforcement department approval of the extra duty detail request; processing the extra duty detail requests with the appropriate parameters; and processing the extra duty detail pay; and invoicing the customer.

The invention relates to a method and system for evaluating a call center Chat. The method comprises the steps that a CTI server receives a Chat evaluating request sent by a customer representative after the customer representative completes a Chat service, and returns an evaluation collecting URI to the customer representative according to the Chat evaluating request; a Chat gateway transfers corresponding Chat users to the evaluation collecting URI according to the request of the customer representative; a Chat evaluating server carries out Chat service evaluation on the Chat users according to the evaluation collecting URI and preset evaluation rules. When the Chat evaluating server carries out evaluation, evaluation collecting information and evaluation analyzing rules can be flexibly customized, and the basis is provided for the analysis and the improvement of the service quality of a call center; when Chat service evaluation is carried out through the call center, the Chat connection between the customer representative and the Chat users is cut off, the customer representative is not influenced to access other Chat users, and therefore the working efficiency of the customer representative is not influenced.

In order to provide communication service across various networks, the method for providing communication service via the client representatives is disclosed. First, the communication service request from a first terminal would be received by a management system through Internet. By accessing the database, the management system then obtains the link information according to the communication service request, wherein the link information includes information of the client representative and the second terminal. After that, through Internet, the link information would be returned to the first terminal, and the first terminal may connect to the client representative. Finally, the communication service between the first terminal and the second terminal is therefore generated by relaying the connection to the second terminal through PSTN.

The invention discloses a seat monitoring system and an implementing method, relating to the field of customer service center system. The system in the invention comprises a seat monitoring unit, a site data structure module and a site editing module which are connected in sequence, wherein the site editing module is used for adopting different primitives to respectively imitate each article and seat in a simulated call center live action based on the selected background, and generating a scene analogue graph for a call center after filling in each primitive information; the site data structure module is used for storing the information in the scene analogue graph by using a predefined data structure; and the seat monitoring unit is used for reading corresponding information from the stored scene analogue graph according to monitoring conditions, drawing into a monitoring view, reading the information of a customer representative to be monitored from a computer-phone integrated system, displaying the information on the corresponding position in the monitoring view, thus realizing the seat monitoring. The invention has the advantages of displaying the actual condition of the whole site flexibly and perfectly and improving the work efficiency of the monitor position.

Various embodiments of the present disclosure provide systems, methods, and apparatus systems, methods, and apparatus that provide computerized optimization of a customer service queue based on customer device detection technologies. In an exemplary embodiment, a system that provides computerized optimization of a customer service queue may include device detection technology communicatively connected to a customer assistance server, a customer assistance client device (e.g., a customer representative device), and a customer device. Device detection technology may detect a device and transmit data associated with the detected device to a customer assistance subsystem. A customer assistance subsystem may generate an optimal representative and position within a customer service queue for the customer device. A notification about the optimal match may be transmitted to a customer and / or customer representative. And, following the assistance, a survey may be conducted to update variables used to generate an optimal match.