CN106603876A - Cloud service based calling system - Google Patents
Cloud service based calling system Download PDFInfo
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- CN106603876A CN106603876A CN201610989738.4A CN201610989738A CN106603876A CN 106603876 A CN106603876 A CN 106603876A CN 201610989738 A CN201610989738 A CN 201610989738A CN 106603876 A CN106603876 A CN 106603876A
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/10—Protocols in which an application is distributed across nodes in the network
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention relates to a cloud service based calling system, and belongs to the field of cloud service application. The system comprises an agent queue management module, an incoming call pop-up module, a statistical report module, a record management module, a call transfer module, a call assigning module, a client data management module, a monitoring module and a value-added service module. According to the invention, the calling system can be established rapidly, and functional modules of the system can be called at any time; service conditions of staff can be monitored in real time, real-time monitoring for agents is realized, record monitoring improves the working efficiency and quality of customer services, users are arranged and analyzed in multiple dimensions, and the turnover rate is improved; and the system is low in construction cost, flexible in disposition, is not limited by regions, is convenient to use, is high in safety, is high in voice and communication qualities, and can realize in customization.
Description
Technical field
The present invention relates to cloud service application, the specially calling system based on cloud service.
Background technology
Call center is the platform that business systemization processes substantial amounts of incoming call or outbound calling, and call center is through for many years
Development, it is multi-field to be widely used to government, finance, telecommunications, insurance, shopping etc., numerous to need to carry out product line using phone
Pin, the enterprise of service and support are intended to possess or use call center services.
Cloud call center is produced with the application of cloud computing, is started to walk relatively later, and at home number of users increases
It is rapid but still lag behind conventional call centers, but with the informationalized popularization and application of domestic medium-sized and small enterprises, medium-sized and small enterprises market
Advantage cognition acceptance level more and more higher to cloud call center, cloud call center pay-for-use, input cost is low, application risk
Low advantage will be more and more vast medium-sized and small enterprises manager accreditation, market tremendous growth potential.But for part special industry
Such as bank is following will adopt the expensive equipment of traditional self-built type call center, i.e. procurement price to set up in own calling
System is felt concerned about, this depends primarily on the demand of enterprise.Cloud call center is related to computer technology, Internet technology, calculates electromechanical
All many contents such as words integrated technology, customer relation management technology, switch mechanics of communication.It is particularly surging in cloud computing
Under the background of development, it will be the inexorable trend of liaison centre's development to be provided liaison centre and serviced in cloud computing mode.
A kind of trustship type call center system of prior art（CN201220489050.7）, including PSTN (public telephones
Net), telephone exchange, cti server, Cloud Server, database server, recording server and client machines；Telephone exchange
Machine one end is connected with PSTN (public telephone network), and the telephone exchange other end is connected with cti server, and cti server also simultaneously
Be connected with Cloud Server, database server, recording server, Cloud Server by INTERNET (the Internet) respectively with rented
Rent the client machines connection of enterprise, client machines are connected with telephone set.The utility model advanced technology rationally, has incorporated computer
Communication technology and cloud computing technology, medium-sized and small enterprises lease as needed seat quantity, can realize that call center of large enterprise is had
Some incoming call bullet screens, voice, note, dial, automatically analyze outward, storing the functions such as record, and with investing, little, function is strong, dimension
The easy advantage of shield.
Another prior art cloud terminal call centring system（CN201120078758.9）, the system includes telephone system
(1), computer system (2) and cti server (3), the telephone system (1) includes telephone exchange (1.1), the phone
Multiple telephone sets (1.2) are connected with the switching port of switch (1.1), the computer system (2) includes switch
(2.1), server zone (2.2) and Cloud Server group (2.3), the friendship are connected with the switching port of the switch (2.1)
Change planes (2.1) switching port on be also associated with multiple cloud terminals (2.4), the telephone exchange (1.1) and switch (2.1)
Between be connected with cti server (3).This utility model cloud terminal call centring system, organizing cost is cheap.
The content of the invention
The present invention provide based on cloud service calling system, by resource deployment construction on cloud machine room, Cloud Server,
Locally-installed client or application account can be used, and obtain related service, improve efficiency, reduces cost.
Based on the calling system of cloud service, it includes attend a banquet queue management module, incoming call bullet panel module, statistical report form mould
Block, record management module, call forwarding module, phone refer to up to module, customer information management module, monitoring module, value-added service
Module；
Specifically, it is described to attend a banquet queue management module for setting seat personnel quantity and answering order, phone is bound, setting is exhaled
Allocation strategy is, client priority level (PRI) is set, setting is holded music；
Specifically, the incoming call plays panel module is used for appliance for releasing single screen during caller client, and supports typing caller client letter at any time
Breath, support is remotely attended a banquet, and attending a banquet can be arranged on different location, not limited by geographical position；
Specifically, the statistical report form module can be recorded and check that generation queue form, form of attending a banquet, incoming call breathe out form, expire
Meaning degree form and outgoing call form；
Specifically, the record management module is used for recording incoming information, display generation incoming calls record and outgoing call record, Ke Yicha
Business record is seen, plan is paid a return visit, and missed call is managed；
Specifically, the call forwarding module is used to proceed to other other phones of attending a banquet and proceed to, and supports extension function；
Specifically, the phone refers to up to module and is attended a banquet terminal computer dial-in direct function for setting, and supports client
A key of conversing is transferred on other mobile phones for pre-setting；
Specifically, the customer information management module is used for customer resources importing, derivation and the distribution of customer data, and
Hold checking for customer history derives with a key, and when a key is derived, user may be selected initial time, the visitor in the termination time
One key of family historical record is derived, and also supports self-defined customer data；
Specifically, the monitoring module is used for monitor in real time, including the call that user's incoming call, seat represent exhalation, extension set is mutually dialled
Real-time recording is carried out, and supports quality inspection of recording；
Specifically, the value-added service module is used to arrange knowledge base, can deposit enterprise product information, and client's FAQs
Solution, support multi-layer classification bibliographic structure, facilitate contact staff quickly to search, knowledge base support contact staff for visitor
The submission of family new problem solution is shared, and is directly shared in company's public repository by rear by the personnel's examination ＆ verification having permission.
Further, the incoming call bullet panel module is come in customers dial phone or seat personnel call away
When system can automatic spring this number relevant information, including but not limited to Business Name, address, main business etc..
Further, the statistical report form module also includes traffic report and bordereau, and bordereau can be enterprise
There is provided, the how applied form such as incoming call consulting statistics, service handling Service Statistics, consultancy service statistics, complaint service statistics；Words
Business form can provide the statistics report such as waiting time statistics, IVR percent of call completeds, proactive notification statistics, seat traffic measurement for enterprise
Table, the form of two types is realized " allowing data to speak " completely according to the actual demand of real enterprise, is that operational control personnel determine
Plan is provided effectively to be supported.
Further, the calling system based on cloud service of the invention also includes voice mail module, and when incoming call, user is temporary
When Shi Wufa obtains seat representative service, tone information mailbox service can be selected, leave the demand of oneself, seat is represented and logged in
Afterwards, system prompt has new tone information, and seat can be clicked in tone information mailbox interface and listen to message content, and be carried out back
Visit, after return visit, related return visit remarks can be carried out for the message.
Further, the calling system based on cloud service of the invention also includes batch outgoing call module, batch outgoing call module
Can be needed to set automatic calling customer according to enterprise, it can realize the number of washing, preview outgoing call and batch type outgoing call, without the need for artificial ginseng
With system performs calling task automatically, while record and statistics exhalation result, greatly reduce manpower and financial resources cost, improves number
According to the effectiveness of screening.
The invention has the beneficial effects as follows：The present invention can be with the one's own calling system of fast construction, system function module
Can call at any time；The calling system of the present invention can avoid phone long-time, and the line is busy, reduces phone miss rate, it is to avoid due to phone
Loss user is missed, can be frequent customer's classification sales management, provide the user satisfaction investigation, there is provided frequent customer user sticks
Property；The present invention can be with monitor in real time employee's service scenario, monitoring of attending a banquet in real time, recording monitoring using lifted customer service work efficiency and
Work quality, various dimensions finishing analysis user improves probability of transaction；The construction cost of the present invention is low, and deployment is flexible, without region limit
System, it is easy to use, use by only client or register account number need to being installed, safe, voice and the high communication quality, can be with
Realize customization of individual character.
Specific embodiment
In order that those skilled in the art are better understood from the technical scheme in the application, come below in conjunction with embodiment
Technical scheme is clearly and completely described, it is clear that described embodiment is only the part of the application
Embodiment, based on the embodiment in the application, those of ordinary skill in the art are obtained under the premise of creative work is not made
The every other embodiment for obtaining, should all belong to the scope of the application protection.
Based on the calling system of cloud service, it includes attend a banquet queue management module, incoming call bullet panel module, statistical report form mould
Block, record management module, call forwarding module, phone refer to up to module, customer information management module, monitoring module, value-added service
Module；
It is described to attend a banquet queue management module for setting seat personnel quantity and answering order, phone is bound, calling distribution is set
Strategy, sets client priority level (PRI), and setting is holded music；The incoming call plays panel module is used for appliance for releasing single screen during caller client, and
Support that typing caller client information at any time, support are remotely attended a banquet, attending a banquet can be arranged on different location, not limited by geographical position
System；The statistical report form module can be recorded checks generation queue form, form of attending a banquet, incoming call exhalation form, satisfaction form
With outgoing call form；The record management module is used for recording incoming information, display and generates incoming calls record and outgoing call record, Ke Yicha
Business record is seen, plan is paid a return visit, and missed call is managed；The call forwarding module is attended a banquet and is proceeded to for proceeding to other
Other phones, and support extension function；The phone refers to up to module attends a banquet terminal computer dial-in direct function for setting, and
And support that client one key of call is transferred on other mobile phones for pre-setting；The customer information management module is used for visitor
Family resource importing, derivation and the distribution of customer data, and checking and key derivation for customer history is supported, lead in a key
When going out, user may be selected initial time, a key of customer history in the termination time is derived, and also support that self-defined client provides
Material；The monitoring module is used for monitor in real time, including the call that user's incoming call, seat represent exhalation, extension set is mutually dialled is carried out in real time
Recording, and support quality inspection of recording；The value-added service module is used to arrange knowledge base, can deposit enterprise product information, and
The solution of client's FAQs, supports multi-layer classification bibliographic structure, facilitates contact staff quickly to search, and knowledge base supports visitor
Personnel are taken for the submission of client's new problem solution is shared, is directly shared in company by rear by the personnel's examination ＆ verification having permission
Public repository.
In the present embodiment, the incoming call bullet panel module is come in customers dial phone or seat personnel call
The relevant information of this number of system meeting automatic spring, including but not limited to Business Name, address, main business etc. when going out.
In the present embodiment, the statistical report form module also includes traffic report and bordereau, and bordereau can be
Enterprise provides, the how applied report such as incoming call consulting statistics, service handling Service Statistics, consultancy service statistics, complaint service statistics
Table；Traffic report can provide the system such as waiting time statistics, IVR percent of call completeds, proactive notification statistics, seat traffic measurement for enterprise
Meter form, the form of two types is realized " allowing data to speak " completely according to the actual demand of real enterprise, is manager
Member's decision-making is provided effectively to be supported.
In the present embodiment, the calling system based on cloud service also include voice mail module, when incoming call user temporarily without
When method obtains seat representative service, tone information mailbox service can be selected, leave the demand of oneself, seat is represented after logging in,
System prompt has new tone information, and seat can be clicked in tone information mailbox interface and listen to message content, and be paid a return visit,
After return visit, related return visit remarks can be carried out for the message.
In the present embodiment, the calling system based on cloud service also includes batch outgoing call module, and batch outgoing call module can root
Need to set automatic calling customer according to enterprise, it can realize the number of washing, preview outgoing call and batch type outgoing call, without the need for artificial participation,
System performs calling task automatically, while record and statistics exhalation result, greatly reduce manpower and financial resources cost, improves data sieve
The effectiveness of choosing.
Finally illustrate, above example is only to illustrate technical scheme and unrestricted, and this area is common
Other modifications or equivalent that technical staff is made to technical scheme, without departing from technical solution of the present invention
Spirit and scope, all should cover in the middle of scope of the presently claimed invention.
Claims (5)
1. the calling system of cloud service is based on, it is characterised in that it includes attend a banquet queue management module, incoming call bullet panel module, system
Meter Reports module, record management module, call forwarding module, phone refer to up to module, customer information management module, monitoring module,
Value-added service module；
It is described to attend a banquet queue management module for setting seat personnel quantity and answering order, phone is bound, calling distribution is set
Strategy, sets client priority level (PRI), and setting is holded music；
The incoming call plays panel module is used for appliance for releasing single screen during caller client, and supports typing caller client information at any time, supports
Remotely attend a banquet, attending a banquet can be arranged on different location, not limited by geographical position；
The statistical report form module can be recorded checks generation queue form, form of attending a banquet, incoming call exhalation form, satisfaction form
With outgoing call form；
The record management module is used for recording incoming information, shows that generating incoming calls record and outgoing call records, and can check business
Record, pays a return visit plan, and missed call is managed；
The call forwarding module is used to proceed to other other phones of attending a banquet and proceed to, and supports extension function；
The phone refers to up to module attends a banquet terminal computer dial-in direct function for setting, and supports that client is conversed a key
It is transferred on other mobile phones for pre-setting；
The customer information management module is used for customer resources importing, derivation and the distribution of customer data, and supports client
Checking for historical record is derived with a key, and when a key is derived, user may be selected initial time, the customer historical in the termination time
One key of record is derived, and also supports self-defined customer data；
The monitoring module is used for monitor in real time, including the call that user's incoming call, seat represent exhalation, extension set is mutually dialled is carried out in real time
Recording, and support quality inspection of recording；
The value-added service module is used to arrange knowledge base, can deposit enterprise product information, and the solution of client's FAQs
Method, supports multi-layer classification bibliographic structure, facilitates contact staff quickly to search, and knowledge base supports contact staff for client newly asks
The submission of topic solution is shared, and is directly shared in company's public repository by rear by the personnel's examination ＆ verification having permission.
2. the calling system based on cloud service according to claim 1, it is characterised in that the incoming call bullet panel module is in visitor
The relevant information of this number of system meeting automatic spring when family is called into or seat personnel call away, including
Business Name, address, main business.
3. the calling system based on cloud service according to claim 1, it is characterised in that the statistical report form module is also wrapped
Traffic report and bordereau are included, bordereau can be provided for enterprise, incoming call consulting statistics, service handling Service Statistics, official communication
Ask the how applied forms such as Service Statistics, complaint service statistics；Traffic report can provide waiting time statistics, IVR for enterprise
The statistical report forms such as percent of call completed, proactive notification statistics, seat traffic measurement, the form of two types is completely according to the reality of real enterprise
Border demand, realizes " allowing data to speak ", and for operational control personnel's decision-making effectively support is provided.
4. the calling system based on cloud service according to claim 1, it is characterised in that the present invention based on cloud service
Calling system also includes voice mail module, when incoming call user cannot temporarily obtain seat represents service, can select voice
Messages in mailbox is serviced, and leaves the demand of oneself, and seat is represented after logging in, and system prompt has a new tone information, and seat can be
Tone information mailbox interface is clicked on and listens to message content, and is paid a return visit, and after return visit, can carry out related return visit for the message
Remarks.
5. the calling system based on cloud service according to claim 1, it is characterised in that the present invention based on cloud service
Calling system also includes batch outgoing call module, and batch outgoing call module can need to set automatic calling customer according to enterprise, and it can be with
The realization number of washing, preview outgoing call and batch type outgoing call, without the need for artificial participation, system performs calling task automatically, while record and system
Meter exhalation result.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610989738.4A CN106603876B (en) | 2016-11-10 | 2016-11-10 | Calling system based on cloud service |
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|---|---|---|---|
| CN201610989738.4A CN106603876B (en) | 2016-11-10 | 2016-11-10 | Calling system based on cloud service |
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| CN106603876A true CN106603876A (en) | 2017-04-26 |
| CN106603876B CN106603876B (en) | 2019-10-18 |
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| CN201610989738.4A Active CN106603876B (en) | 2016-11-10 | 2016-11-10 | Calling system based on cloud service |
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Cited By (16)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107343111A (en) * | 2017-07-19 | 2017-11-10 | 合肥盛东信息科技有限公司 | A kind of cloud call center data management system |
| CN107392450A (en) * | 2017-07-07 | 2017-11-24 | 山东御银智慧金融设备有限公司 | Corporate client marketing intellectualized management system based on cloud computing |
| CN107483757A (en) * | 2017-08-25 | 2017-12-15 | 江苏斑马软件技术有限公司 | Customer information interactive management method and household services system for household services |
| CN108600561A (en) * | 2018-05-10 | 2018-09-28 | 上海二六三通信有限公司 | A kind of communications management system |
| CN109120613A (en) * | 2018-08-08 | 2019-01-01 | 北京云中轮科技咨询有限公司 | The monitoring method and system of communication data |
| CN109151228A (en) * | 2018-09-11 | 2019-01-04 | 南京辰睿秋实信息技术有限公司 | Cloud computing call center management system and its working method |
| CN110121010A (en) * | 2019-05-13 | 2019-08-13 | 重庆天蓬网络有限公司 | One key outgoing call implementation method, terminal, medium and electronic equipment |
| CN110222926A (en) * | 2019-04-25 | 2019-09-10 | 深圳壹账通智能科技有限公司 | Progress queries method and device, storage medium, the computer equipment of outgoing call task |
| CN110225209A (en) * | 2019-05-24 | 2019-09-10 | 南京常吉信息科技有限公司 | A kind of call center management system |
| CN111050003A (en) * | 2019-10-30 | 2020-04-21 | 华迪计算机集团有限公司 | Operation and maintenance call center system |
| CN111163208A (en) * | 2018-11-07 | 2020-05-15 | 钉钉控股（开曼）有限公司 | Missed call prompting method and device for call event |
| CN111539601A (en) * | 2020-04-09 | 2020-08-14 | 支付宝(杭州)信息技术有限公司 | Traffic resource scheduling method and device |
| CN112153225A (en) * | 2020-09-27 | 2020-12-29 | 深圳市四格互联信息技术有限公司 | Fixed telephone bill reporting method, system, equipment and storage medium |
| CN112839354A (en) * | 2021-01-07 | 2021-05-25 | 中通天鸿（北京）通信科技股份有限公司 | Communication quality monitoring system suitable for cloud communication platform |
| CN112995417A (en) * | 2019-12-02 | 2021-06-18 | 浙江思考者科技有限公司 | Method for converting artificial intelligence into artificial intelligence |
| CN114157762A (en) * | 2021-11-11 | 2022-03-08 | 南通贝瑞斯曼信息科技有限公司 | CTI-based voice call platform service data storage system and storage method thereof |
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Cited By (19)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107392450A (en) * | 2017-07-07 | 2017-11-24 | 山东御银智慧金融设备有限公司 | Corporate client marketing intellectualized management system based on cloud computing |
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| CN107343111A (en) * | 2017-07-19 | 2017-11-10 | 合肥盛东信息科技有限公司 | A kind of cloud call center data management system |
| CN107483757A (en) * | 2017-08-25 | 2017-12-15 | 江苏斑马软件技术有限公司 | Customer information interactive management method and household services system for household services |
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| CN108600561A (en) * | 2018-05-10 | 2018-09-28 | 上海二六三通信有限公司 | A kind of communications management system |
| CN109120613A (en) * | 2018-08-08 | 2019-01-01 | 北京云中轮科技咨询有限公司 | The monitoring method and system of communication data |
| CN109151228A (en) * | 2018-09-11 | 2019-01-04 | 南京辰睿秋实信息技术有限公司 | Cloud computing call center management system and its working method |
| CN111163208A (en) * | 2018-11-07 | 2020-05-15 | 钉钉控股（开曼）有限公司 | Missed call prompting method and device for call event |
| CN110222926A (en) * | 2019-04-25 | 2019-09-10 | 深圳壹账通智能科技有限公司 | Progress queries method and device, storage medium, the computer equipment of outgoing call task |
| CN110121010A (en) * | 2019-05-13 | 2019-08-13 | 重庆天蓬网络有限公司 | One key outgoing call implementation method, terminal, medium and electronic equipment |
| CN110225209A (en) * | 2019-05-24 | 2019-09-10 | 南京常吉信息科技有限公司 | A kind of call center management system |
| CN111050003A (en) * | 2019-10-30 | 2020-04-21 | 华迪计算机集团有限公司 | Operation and maintenance call center system |
| CN112995417A (en) * | 2019-12-02 | 2021-06-18 | 浙江思考者科技有限公司 | Method for converting artificial intelligence into artificial intelligence |
| CN111539601A (en) * | 2020-04-09 | 2020-08-14 | 支付宝(杭州)信息技术有限公司 | Traffic resource scheduling method and device |
| CN112153225A (en) * | 2020-09-27 | 2020-12-29 | 深圳市四格互联信息技术有限公司 | Fixed telephone bill reporting method, system, equipment and storage medium |
| CN112839354A (en) * | 2021-01-07 | 2021-05-25 | 中通天鸿（北京）通信科技股份有限公司 | Communication quality monitoring system suitable for cloud communication platform |
| CN112839354B (en) * | 2021-01-07 | 2022-08-05 | 中通天鸿（北京）通信科技股份有限公司 | Communication quality monitoring system suitable for cloud communication platform |
| CN114157762A (en) * | 2021-11-11 | 2022-03-08 | 南通贝瑞斯曼信息科技有限公司 | CTI-based voice call platform service data storage system and storage method thereof |
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| CN106603876B (en) | 2019-10-18 |
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