CN107395906A - A kind of multifunctional comprehensive call center Control management system and method - Google Patents
A kind of multifunctional comprehensive call center Control management system and method Download PDFInfo
- Publication number
- CN107395906A CN107395906A CN201710591851.1A CN201710591851A CN107395906A CN 107395906 A CN107395906 A CN 107395906A CN 201710591851 A CN201710591851 A CN 201710591851A CN 107395906 A CN107395906 A CN 107395906A
- Authority
- CN
- China
- Prior art keywords
- service request
- calling service
- request
- media
- source
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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Classifications
-
- 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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
-
- 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
Abstract
The invention discloses a kind of multifunctional comprehensive call center Control management system and method, the system includes：AM access module is serviced, for accessing the calling service request from source of media；Service processing module, for handling calling service request, and record result；Module is served by, for carrying out data classification to the calling service request of source of media and result and sending the classification results to default contact person；Methods described includes：Access the calling service request from source of media；Calling service request is handled, and records result；Data classification is carried out to the calling service request of source of media and result and sends the classification results to default contact person.
Description
Technical field
The present invention relates to calling service technical field, more particularly to a kind of multifunctional comprehensive call center Control management system
And method.
Background technology
Call center's Control management system is to collect the comprehensive platform that CTI, IVR and ACD core are.Call in the market
Shortcoming be present in center Control management system：Company size is not very big, and installation configuration call centring system has a low load with strong power,
And expense is partially expensive；Some companies are bad in doing voice system, and technological development difficulty is larger, can not buy the existing language of in the market
Sound card oneself is developed；Platform can not carry out personalized menu customization according to enterprise operation situation, can not show the stream of personalization
Journey, personalized care marketing message is reported, can not realized in automatic and artificial close interaction and voice menu system
Freely redirect；Plateform system can not realize the integration with company other systems, be unfavorable for carrying out new business, and system can not rise
Level.
The content of the invention
Based on technical problem existing for background technology, the present invention proposes a kind of multifunctional comprehensive call center control management
System and method；
A kind of multifunctional comprehensive call center Control management system proposed by the present invention, including：
AM access module is serviced, for accessing the calling service request from source of media；
Service processing module, for handling calling service request, and record result；
Module is served by, for carrying out data classification and by described in the calling service request of source of media and result
Classification results are sent to default contact person.
Preferably, the service AM access module, is specifically used for：The request of the calling service from source of media of access includes：
Telephone calling service request, the request of short message calling service, voicemail call service request, facsimile call service request, instant messaging
One or more in calling service request.
Preferably, the service processing module, is specifically used for：Calling service is asked by the navigation of IVR interactive voices
Handled；Or, call distribution automatically by ACD and calling service request is handled；Or, please to calling service by CTI
Ask and handled.
Preferably, it is described to be served by module, it is specifically used for：Pass through request of the web interface to source of media and result
Data analysis is carried out, and the classification results are sent to default contact person.
A kind of multifunctional comprehensive call center controls management method, including：
The calling service request of S1, access from source of media；
S2, calling service request is handled, and record result；
S3, the request of the calling service of source of media and result are carried out data classification and by the classification results send to
Default contact person.
Preferably, in step S1, the request of the calling service from source of media of the access, specifically include：Call
Service request, the request of short message calling service, voicemail call service request, facsimile call service request, instant messaging calling service
One or more in request.
Preferably, step S2, specifically include：Calling service request is handled by the navigation of IVR interactive voices；
Or, call distribution automatically by ACD and calling service request is handled；Or, at being asked by CTI calling service
Reason.
Preferably, step S3, specifically include：Data point are carried out by request of the web interface to source of media and result
Analysis, and the classification results are sent to default contact person.
The present invention is asked by accessing the calling service from source of media, then calling service request is handled, and is remembered
Result is recorded, data classification then is carried out to the calling service request of source of media and result and sends out the classification results
Default contact person is delivered to, in this way, the various ways access calling service request such as supporting telephone, fax, Email, short message, collection
The comprehensive calling service request tupe that CTI, IVR and ACD core are integrated, passes through request of the web interface to source of media
Data analysis is carried out with result, forms the standardization classification of data, saves the cost of enterprise, improves the effect of staff
Rate.
Brief description of the drawings
Fig. 1 is a kind of module diagram of multifunctional comprehensive call center Control management system proposed by the present invention；
Fig. 2 is the schematic flow sheet that a kind of multifunctional comprehensive call center proposed by the present invention controls management method.
Embodiment
Reference picture 1, a kind of multifunctional comprehensive call center Control management system proposed by the present invention, including：
AM access module is serviced, for accessing the calling service request from source of media, is specifically used for：Access comes from media
The calling service request in source includes：Telephone calling service request, the request of short message calling service, voicemail call service request, fax
One or more in calling service request, the request of instant messaging calling service.
In concrete scheme, the various ways such as supporting telephone, fax, Email, short message, instant messaging access calling clothes
Business request, unified Communication with Customer channel is provided for client, scale of consumer size can be directed to, select different calling services
Ask access way.
Service processing module, it is connected with service AM access module, service processing module is used at calling service request
Reason, and record result and be specifically used for：Calling service request is handled by the navigation of IVR interactive voices；Or, pass through
ACD calls distribution and calling service request is handled automatically；Or, calling service request is handled by outgoing call；It is or, logical
Recording is crossed to handle calling service request.
In concrete scheme, integrate the comprehensive calling service request tupe of CTI, IVR and ACD core, nothing
Need and in the market other CRM softwares docking can complete customer data management, phone distributes automatically, bullet screen of sending a telegram here, the self-service languages of IVR
The functions such as sound navigation.
Module is served by, is connected with service processing module, module is served by and is used to ask the calling service of source of media
Summation process result carries out data classification and sends the classification results to default contact person, specifically, passing through web interface pair
The request of source of media and result carry out data analysis.
In concrete scheme, data analysis is carried out by request of the web interface to source of media and result, forms data
Standardization classification, save the cost of enterprise, improve the efficiency of staff.
Reference picture 2, a kind of multifunctional comprehensive call center control management method proposed by the present invention, including：
Step S1, the calling service request from source of media is accessed, is specifically included：Telephone calling service request, short message are exhaled
It is one or more in service request, voicemail call service request, facsimile call service request, the request of instant messaging calling service
Person.
In concrete scheme, the various ways such as supporting telephone, fax, Email, short message, instant messaging access calling clothes
Business request, unified Communication with Customer channel is provided for client, scale of consumer size can be directed to, select different calling services
Ask access way.
Step S2, calling service request is handled, and record result, specifically included：Pass through IVR interactive mode languages
Sound navigation is handled calling service request；Or, call distribution automatically by ACD and calling service request is handled；Or,
Calling service request is handled by outgoing call；Or, calling service request is handled by recording.
In concrete scheme, integrate the comprehensive calling service request tupe of CTI, IVR and ACD core, nothing
Need and in the market other CRM softwares docking can complete customer data management, phone distributes automatically, bullet screen of sending a telegram here, the self-service languages of IVR
The functions such as sound navigation.
Step S3, data classification is carried out to the calling service request of source of media and result and sends out the classification results
Default contact person is delivered to, is specifically included：Data analysis is carried out by request of the web interface to source of media and result.
In concrete scheme, data analysis is carried out by request of the web interface to source of media and result, forms data
Standardization classification, save the cost of enterprise, improve the efficiency of staff.
Present embodiment is asked by accessing the calling service from source of media, then calling service request is handled,
And result is recorded, data classification is then carried out to the calling service request of source of media and result and ties the classification
Fruit is sent to default contact person, in this way, the service of the various ways access calling such as supporting telephone, fax, Email, short message please
Ask, integrate the comprehensive calling service request tupe of CTI, IVR and ACD core, by web interface to source of media
Request and result carry out data analysis, form the standardization classification of data, save the cost of enterprise, improve staff's
Efficiency.
The foregoing is only a preferred embodiment of the present invention, but protection scope of the present invention be not limited thereto,
Any one skilled in the art the invention discloses technical scope in, technique according to the invention scheme and its
Inventive concept is subject to equivalent substitution or change, should all be included within the scope of the present invention.
Claims (8)
- A kind of 1. multifunctional comprehensive call center Control management system, it is characterised in that including：AM access module is serviced, for accessing the calling service request from source of media；Service processing module, for handling calling service request, and record result；Module is served by, for carrying out data classification to the request of the calling service of source of media and result and by the classification As a result send to default contact person.
- 2. multifunctional comprehensive call center according to claim 1 Control management system, it is characterised in that the service connects Enter module, be specifically used for：The request of the calling service from source of media of access includes：Telephone calling service request, short message calling One or more in service request, voicemail call service request, facsimile call service request, the request of instant messaging calling service.
- 3. multifunctional comprehensive call center according to claim 1 Control management system, it is characterised in that the service center Module is managed, is specifically used for：Calling service request is handled by the navigation of IVR interactive voices；Or, exhaled automatically by ACD Distribution is made to handle calling service request；Or, calling service request is handled by CTI.
- 4. multifunctional comprehensive call center according to claim 1 Control management system, it is characterised in that the service should With module, it is specifically used for：Data analysis is carried out by request of the web interface to source of media and result, and by the classification As a result send to default contact person.
- 5. a kind of multifunctional comprehensive call center controls management method, it is characterised in that including：The calling service request of S1, access from source of media；S2, calling service request is handled, and record result；S3, data classification is carried out to the calling service request of source of media and result and sends the classification results to default Contact person.
- 6. multifunctional comprehensive call center according to claim 5 controls management method, it is characterised in that in step S1, The request of the calling service from source of media of the access, is specifically included：Telephone calling service request, short message calling service please Ask, one or more in the request of voicemail call service request, facsimile call service request, instant messaging calling service.
- 7. multifunctional comprehensive call center according to claim 5 controls management method, it is characterised in that step S2, tool Body includes：Calling service request is handled by the navigation of IVR interactive voices；Or, distribution is called automatically by ACD to exhaling Service request is made to be handled；Or, calling service request is handled by CTI.
- 8. multifunctional comprehensive call center according to claim 5 controls management method, it is characterised in that step S3, tool Body includes：Data analysis is carried out by request of the web interface to source of media and result, and by the classification results send to Default contact person.
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| CN201710591851.1A CN107395906A (en) | 2017-07-19 | 2017-07-19 | A kind of multifunctional comprehensive call center Control management system and method |
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| CN201710591851.1A CN107395906A (en) | 2017-07-19 | 2017-07-19 | A kind of multifunctional comprehensive call center Control management system and method |
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| US6041116A (en) * | 1997-05-05 | 2000-03-21 | Aspect Telecommunications Corporation | Method and apparatus for controlling outbound calls |
| CN1588969A (en) * | 2004-09-16 | 2005-03-02 | 上海交通大学 | Integrated calling center realizing method for supporting multimedia uniformly recepting |
| CN101753735A (en) * | 2008-12-03 | 2010-06-23 | 华为技术有限公司 | Method, system and equipment for performing multimedia service processing on call |
| CN101888452A (en) * | 2009-05-11 | 2010-11-17 | 中兴通讯股份有限公司 | Multi-access customer service system and method thereof |
| CN102208085A (en) * | 2010-03-31 | 2011-10-05 | 上海博泰悦臻电子设备制造有限公司 | Method for acquiring user favorite data based on agent system and data processing device |
| CN102420916A (en) * | 2011-11-28 | 2012-04-18 | 中国联合网络通信集团有限公司 | Call processing method and call center |
-
2017
- 2017-07-19 CN CN201710591851.1A patent/CN107395906A/en active Pending
Patent Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6041116A (en) * | 1997-05-05 | 2000-03-21 | Aspect Telecommunications Corporation | Method and apparatus for controlling outbound calls |
| CN1588969A (en) * | 2004-09-16 | 2005-03-02 | 上海交通大学 | Integrated calling center realizing method for supporting multimedia uniformly recepting |
| CN101753735A (en) * | 2008-12-03 | 2010-06-23 | 华为技术有限公司 | Method, system and equipment for performing multimedia service processing on call |
| CN101888452A (en) * | 2009-05-11 | 2010-11-17 | 中兴通讯股份有限公司 | Multi-access customer service system and method thereof |
| CN102208085A (en) * | 2010-03-31 | 2011-10-05 | 上海博泰悦臻电子设备制造有限公司 | Method for acquiring user favorite data based on agent system and data processing device |
| CN102420916A (en) * | 2011-11-28 | 2012-04-18 | 中国联合网络通信集团有限公司 | Call processing method and call center |
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Application publication date: 20171124 |