CN101502086A - Converged call center - Google Patents
Converged call center Download PDFInfo
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- CN101502086A CN101502086A CNA2007800290604A CN200780029060A CN101502086A CN 101502086 A CN101502086 A CN 101502086A CN A2007800290604 A CNA2007800290604 A CN A2007800290604A CN 200780029060 A CN200780029060 A CN 200780029060A CN 101502086 A CN101502086 A CN 101502086A
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Abstract
A converged call center is provided. The converged call center provides a switch connectable to a customer through a telephone network. The switch connects to a converged container comprising a plurality of applications necessary for the call center functionality. The converged container is connected to a voice platform to facilitate communication between the applications, the customer, and a customer service representative.
Description
Related application
The title that the application requires on June 8th, 2006 to submit to is the priority of the U.S. Provisional Application sequence number 60/804,241 of Converged Call Center (fusion call center), and its specification is combined in herein in full by reference.
Technical field
The present invention relates to network operation and more specifically relate to the fusion call center.
Background technology
The call center is the main service point of serving the client and the employee of a lot of companies.At first, the call center uses the presence proxy personnel to handle all callings.Encourage a lot of innovations to help workflows in the automation call center for the demand that reduces running cost, improves customer satisfaction and promote agent's productivity ratio.
Most of call centers have the Interaction Voice Response (IVR) of certain form with encouragement customer self-service service, and save the expense of call center operator person and agent service.If the IVR insufficiency of function is called out in the wait sequence be placed on the automatic call distributor (ACD), ACD is a kind of switch that the client that will wait for and available agent are complementary.ACD is generally client playing " comfortable " music or " useful " information, till the client can be transferred to the agent.When but the personnel of agency become the time spent, compuphone is integrated (CTI) system synchronization ground to the agent's diverting call and the data of collecting arbitrarily.The CTI system shows " pop screen " that has about caller's some information usually on agent's desktop, and can also call the new session in the Customer Relation Management (CRM) application program, and the data that will come from ACD and/or IVR transfer to the CRM application program.Under typical call center adopts in the surface technology some or all:
The automatic call distribution of ACD-
The IVR-Interaction Voice Response
The CTI-compuphone is integrated
The CRM-customer relation management
These technology occur, and without any the standard of interoperability.Their supplier specifies API to make that the cost of integrating is very high.When the enlarging call center, system combination spends more than the 50-100+% of the cost that is generally component system.Thereby, be desirable to provide the system, the method and apparatus that reduce or eliminate integration and relevant cost.
Summary of the invention
As shown in the drawing the more concrete description of the preferred embodiments of the present invention below reading will be known above-mentioned and other features, purposes and advantage of the present invention.
Description of drawings
Accompanying drawing is combined in the specification and constitutes the part of specification, and accompanying drawing shows embodiments of the invention, and is used from explanation principle of the present invention with description one.Use identical Reference numeral to refer to identical project in the accompanying drawing.
Fig. 1 is the concept map of conventional call center;
Fig. 2 is the concept map according to call center of the present invention;
Fig. 3 is exemplary call flow process figure; And
Fig. 4 is another exemplary call flow process figure.
Embodiment
Technology of the present invention is described to the form relevant with the call center that can be connected to PSTN.When reading the disclosure, those skilled in the art will recognize that the call center can link to each other with other telephone systems such as radio system, VoIP system etc.And reference example embodiment explains the application's technology.Use term " schematically " to represent " be used as example, give an example or explanation " herein.Any embodiment that is described as " exemplary " herein needn't be understood that preferred or be better than other embodiment.And unless spell out, it is exemplary that all embodiment should be considered to.
At first with reference to figure 1, Fig. 1 shows the representation of concept of the system in the call center 100.Call center 100 comprises voice technology and IP-based technology, wherein voice technology depends on signaling and audio path and locates to stop at agent's phone (or headset equipment), IP-based technical support CRM application program, the graphic user interface of this CRM application program (GUI) operate on the processor such as the agent of PC etc.For supporting this point, call center 100 comprises ACD 102, and this ACD 102 has with the audio frequency of agent's phone 106 and is connected 104.ACD 102 also has with the audio frequency of IVR110 and is connected 108.Audio frequency connects 104 and can separate overlapping, fully with 108 or these two combination.IVR 110 has with the data of CTI 114 and is connected 112.CTI 114 generally provides to ACD 102 and calls out control 116, and provides data and application program control 118 to agent's computer 120.Thereby, when the general networks 124 of client by all PSTN as shown and so on uses phones 122 to wait to call out this call center, provide with helping the necessary audio frequency of caller, data and application program to the agent.
Typically, ACD 102, IVR 110 and CTI 114 are independent, the privately owned systems from different providers.In fact, competitive pressure causes provider to nibble each other field, makes the IVR system may have some CTI ability, and vice versa, and perhaps ACD can have built-in IVR ability.
The provider of ACD 102, IVR 110 and CTI 114 systems has made the investment of essence to support API each other.For example, CTI 114 must with all dissimilar ACD 102 and telephone system communications, transfer to available agent with the phone of self-sustaining in future (hold) formation; And they must visit all dissimilar IVR 110 are used for pop screen with retrieval data.Under many circumstances, the data of collection can not automatically be delivered to CRM application program 120, and the agent must key in it once more from pop screen, and perhaps (even worse) necessarily requires the caller to repeat this information once more.
With reference now to Fig. 2,, the figure shows call center 200.Call center 200 comprises ACD 102, IVR 110, CTI 114 and the CRM application program 120 identical with system 200, but they are arranged to the special interface work of not using, and makes that for example, ACD 102 need communicate by letter with all available IVR110.
As can be seen from Figure 2, set up SIP/HTTP container 202 to hold ACD 102, IVR 110, CTI 114 and CRM application program 120 and to call out control 116.Original these functions of implementing in independent system can carry out and can visit data each other now in PE (converged container).For simplicity, register with particular reference to call flow and agent center 200 is described.
For the sake of simplicity and be without loss of generality, explanation center 200 under the situation that hypothesis is received by switch from the all-calls at client 122 arrival center 200, the SIP signaling of the use RTP media delivery of the suitable signaling of the network of this outside, switch support call center and media transmission protocol and inside, call center.It will be appreciated by those skilled in the art that other layouts also are feasible.
When calling out the arrival call center, it is intercepted by switch 204, and this switch 204 sends to container 202 and invites.Operate in B2BUA 206 on the container 202 and accept the invitation and start new session (partly expressing by calling out control (SIP) 116), this new session is lasting at the time durations that the client calls out to call center 200.Be accepted in case call out, then it is handled by the various functional units that operate in equally in the identical converged container 202, through its various stages.Generally explain call flow according to ACD 102, IVR 110, CTI 114, CRM application program 120 and agent's forwarding function (not shown in FIG.).IVR 110, CTI 114, CRM application program 120 and agent's shift module can be considered to be used for the execution assistance of ACD 102, wherein after its task is finished in each assistance, call out and are back to ACD 102.For example, ACD 102 can send audio signal to IVR 110 to discern.IVR sends it back ACD 102 with the audio signal of identification.
ACD 102:ACD program module is by its logic level mobile calls.It sends to other modules and invites to carry out particular task, after this, calls out and is back to ACD to move to next task.For example, first task generally is to use IVR from caller's acquisition of information.The ACD logic that operates on the container 202 sends SIP invitation to SVP 208; This invitation comprises the URL of the VoiceXML script that leads to SVP 208.SVP 208 accepts the invitation and the ACD program module is set up media path between caller and the SVR 208, carries out dialogue with the client by carrying out the VoiceXML script.
IVR 110:IVR program module is kept in the converged container 202.SVP 208 carries out the VoiceXML script that the IVR program module is generated, and the result is returned to the IVR program.This result is stored in the converged container 202 for follow-up use.If the caller can use the IVR logic to finish its all affairs, then he hangs up the telephone and conversation end.Yet he may wish to exchange with the agent, and he makes indication sometime at the VIR session to this.Its work of IVR EP (end of program) sends the signal of IVR conversation end to SVP208, and disconnects the media path that leads to SVP 208.The control of IVR logical process turns back to the ACD program module, and this module is waited in line next available agent.
Call queuing: the ACD program module is checked the agent's that it is available tabulation.If there is an agent, then session will move to the CRI logic with diverting call and relevant user data, otherwise the ACD logic enters formation and waiting agents personnel become available (or caller's on-hook) with this calling.But become the time spent the waiting agents personnel when calling out, be generally the user and play " comfortable " music or message.The ACD program module sends to SVP 208 and invites.This invitation comprises the URL of VXML script, and this VXML script provides additional Self-Service function to the comfortable music/messages of client playing or when the client waits for and do not hang up (on hold).
CTI: but become the time spent as the personnel of agency, and the CTI program module handles is called out the transfer to the agent, the new CRM session of initialization simultaneously.The connection that the CTI program module uses B2BUA to set up the phone from client to agent.Almost simultaneously, the CTI program module uses the method for design in advance to carry out and CRM uses communicates by letter, that is, the CTI program module will be carried out following steps: (a) the starting new session and (b) use be stored in data in the converged container with the new CRM session of initialization.For how to start new CRM session, there are a lot of feasible selection; For example, the CTI logic can use SIP (or HTTP) information receiving and transmitting to come the URL of the Agent transmission page on the PC that operates in CRM, and this program is used this URL starting web browser session (a lot of CRM application programs use the web browsers to present their GUI) successively.
The agent shifts: when the personnel that act on behalf of were helping the client, this agent may judge to be needed this client is transferred to another agent.The purpose that is used for this embodiment, the agent uses request that calling is turned back to the ACD program module, waits suitable agent or expert so that calling is requeued.This request sends by SIP or HTTP.
Present call center generally has the remote agent personnel of the work schedule of setting up themselves.Thereby the agent needs a kind of mechanism to manage the availability that call out at their center that answers the call.Conventional ACD102 has register, and the agent can be to its registration to arrange calling.Register is upgraded continually---as long as the agent answering the call, then he is no longer available, finishes this calling and till he has finished arbitrarily " calling out afterwards " task up to him.The GUI of CRM application program or agent's phone generally have control device, and the agent uses this control device to indicate him maybe cannot answer the call to ACD.
Center 200 also uses ACD 102 that agent availability is provided.Particularly, ACD program module maintenance proxy personnel's registration (database) and be used for each agent's permanent data is such as extension (or sip address), desktop IP address, availability, limit of power (ski1l profile) etc.The agent is by indicating its upstate to the control device on its desktop (or the button on its phone), and control device uses HTTP (or sip message) to come a message to give the ACD program module to inform its availability.The ACD program module is come update agent personnel's registration typing thus.When the ACD program module wishes that customer call sent to the agent, its search available agent personnel's registration (and can select an agent to consider this available agent's limit of power before answering the call).For the purpose of generality, because being kept at, the ACD program module merges in the SIP/HTTP container, actual conditions according to an embodiment of the invention, the communication of agent's availability can be finished by SIP or HTTP message.
At last, with reference to figure 3 and 4, provide exemplary call flow process figure conveniently to understand this system.Illustrative or some functions at center 200 of these call flow diagrams, and should not be considered to limit in any way the present invention.
Although specifically illustrated and described the present invention, it will be appreciated by those skilled in the art that other variations that to make on various forms and the details, and can not break away from the spirit and scope of the present invention with reference to embodiment.
Claims (18)
1. one kind merges the call center, comprising:
Switch can be connected to telephone network to receive the calling from the client;
Be arranged in the converged container of application server, this application server support call control signaling and HTML (Hypertext Markup Language) HTTP also is coupled to described switch, set up the calling control communication path between described switch and the described converged container, wherein this calling converged container comprises at least one application program;
Voice platform, this voice platform are coupled to described switch with from described switch received audio signal, and this voice platform is coupled to described converged container; And
Customer Service Representative CSR work station, this CRS work station comprises: hand-held set, the coupling of itself and described switch is with from described switch received audio signal; And processor controls, itself and described voice platform and the coupling of described converged container are to receive from the application data of described at least one application program with from the call control data of described converged container and from the application program control of described voice platform.
2. fusion according to claim 1 call center, wherein said call control signals is a session initiation protocol SIP signal.
3. fusion according to claim 1 call center, described at least one application program that wherein is included in the described converged container comprises a plurality of application programs.
4. fusion according to claim 3 call center, wherein said a plurality of application programs comprise at least two application programs that are selected from the group of being made up of automatic call distribution program (AC), Interaction Voice Response application program (IVR), compuphone integration application program (CTI) and customer relation management application program (CRM).
5. fusion according to claim 4 call center, wherein said converged container comprises that also back-to-back user agent is to provide the control of the calling between described switch and the described converged container.
6. fusion according to claim 1 call center, wherein said switch links to each other with the telephone network that is selected from the telephone network group of being made up of PSTN, local area network (LAN), wide area network, WiFi network, internet, WLAN (wireless local area network) or WiMax network.
7. fusion according to claim 1 call center, wherein said switch is a media gateway.
8. fusion according to claim 1 call center, wherein said hand-held set is an equipment of enabling VoIP.
9. fusion according to claim 3 call center, wherein said a plurality of application programs are by described voice platform communication.
10. one kind is used for merging the method that the call center handles customer call, and this method may further comprise the steps:
In the call of switch place reception from the client;
Sending calling control to converged container invites;
Call out the control permission by returning, accept described calling control at described converged container place and invite to described switch;
Start call session;
Application program retrieval customer data from described converged container;
Identification Customer Service Representative CSR is with the call of accepting to receive from described client;
Audio path from described client to described CSR is provided;
On the CSR watch-dog, show customer data from the application program in the described converged container;
Reply described client requests; And
Stop described call session.
11. method according to claim 10, the described switch that wherein receives described call is a media gateway.
12. method according to claim 10 is further comprising the steps of: the call that is received is ranked, can be up to described CSR in order to till accepting this calling.
13. method according to claim 10, wherein said application program comprises a plurality of application programs.
14. method according to claim 13, wherein said a plurality of application programs comprise at least two application programs that are selected from the group of being made up of ACD, IVR, CTI and CRM.
15. method according to claim 12 also comprises and plays the application program that keeps message can use up to CSR.
16. method according to claim 12 is further comprising the steps of: send calling control to next available CSR agent and invite, and shift the described described CSR agent that calls out when control is permitted when receiving to call out.
17. method according to claim 13, wherein, described a plurality of application program is carried out alternately via voice platform by following steps: send by first application program and call out control request to second application program that is used for data processing, in the calling control permission of the described first application program place reception that is used for data processing from described second application program, set up the communication path between described first application program and second application program, when receipt of call control permission, send data to described second application program that is used for data processing, and will turn back to first application program from the deal with data of described second application program.
18. method according to claim 17, wherein when returning described deal with data, the mutual termination between described first application program and described second application program.
Applications Claiming Priority (3)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US80424106P | 2006-06-08 | 2006-06-08 | |
| US60/804,241 | 2006-06-08 | ||
| US11/760,552 | 2007-06-08 |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN101502086A true CN101502086A (en) | 2009-08-05 |
Family
ID=40947529
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CNA2007800290604A Pending CN101502086A (en) | 2006-06-08 | 2007-06-08 | Converged call center |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN101502086A (en) |
Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN102546586A (en) * | 2010-11-30 | 2012-07-04 | 国际商业机器公司 | Approach and system for facilitating context delivery during communication sessions |
| WO2012136020A1 (en) * | 2011-04-06 | 2012-10-11 | 中兴通讯股份有限公司 | Agent system, agent system client terminal and processing method |
| CN103222255A (en) * | 2010-12-23 | 2013-07-24 | 西门子企业通讯有限责任两合公司 | Method for automatic start up of a communication terminal configured for voice communication on a communication terminal configured for text communication |
| CN104243290A (en) * | 2014-10-08 | 2014-12-24 | 国家电网公司 | Instant message based dispatch station communication method |
| CN104348823A (en) * | 2013-08-09 | 2015-02-11 | 中兴通讯股份有限公司 | SIP (Session Initiation Protocol) phone server, call center system and communication method thereof |
| CN108063876A (en) * | 2016-11-09 | 2018-05-22 | 普工（上海）企业管理有限公司 | A kind of telephone outbound call method based on web page end |
| CN111131642A (en) * | 2019-11-18 | 2020-05-08 | 集奥聚合(北京)人工智能科技有限公司 | Portable intelligent voice outbound system and method for privatized deployment scene |
| CN111163124A (en) * | 2019-11-26 | 2020-05-15 | 深圳壹账通智能科技有限公司 | Data synchronization method, data synchronization device, computer device and storage medium |
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2007
- 2007-06-08 CN CNA2007800290604A patent/CN101502086A/en active Pending
Cited By (17)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US9077799B2 (en) | 2010-11-30 | 2015-07-07 | International Business Machines Corporation | Facilitating context delivery during communication sessions |
| CN102546586A (en) * | 2010-11-30 | 2012-07-04 | 国际商业机器公司 | Approach and system for facilitating context delivery during communication sessions |
| US9667792B2 (en) | 2010-11-30 | 2017-05-30 | International Business Machines Corporation | Facilitating context delivery during communication sessions |
| US9401988B2 (en) | 2010-11-30 | 2016-07-26 | International Business Machines Corporation | Facilitating context delivery during communication sessions |
| US10616408B2 (en) | 2010-12-23 | 2020-04-07 | Unify Gmbh & Co. Kg | Method for automatic start up of a communication terminal configured for voice communication on a communication terminal configured for text communication |
| CN103222255B (en) * | 2010-12-23 | 2015-10-21 | 西门子企业通讯有限责任两合公司 | Automatic startup is used for the method and apparatus of the communication terminal device of textcommunication |
| CN103222255A (en) * | 2010-12-23 | 2013-07-24 | 西门子企业通讯有限责任两合公司 | Method for automatic start up of a communication terminal configured for voice communication on a communication terminal configured for text communication |
| US11102349B2 (en) | 2010-12-23 | 2021-08-24 | Ringcentral, Inc. | Method for automatic start up of a communication terminal configured for voice communication on a communication terminal configured for text communication |
| WO2012136020A1 (en) * | 2011-04-06 | 2012-10-11 | 中兴通讯股份有限公司 | Agent system, agent system client terminal and processing method |
| CN104348823A (en) * | 2013-08-09 | 2015-02-11 | 中兴通讯股份有限公司 | SIP (Session Initiation Protocol) phone server, call center system and communication method thereof |
| CN104348823B (en) * | 2013-08-09 | 2019-03-01 | 中兴通讯股份有限公司 | SIPPhone server, call center system and its means of communication |
| CN104243290B (en) * | 2014-10-08 | 2016-01-27 | 国家电网公司 | A kind of dispatching desk communication means based on instant message and system |
| CN104243290A (en) * | 2014-10-08 | 2014-12-24 | 国家电网公司 | Instant message based dispatch station communication method |
| CN108063876A (en) * | 2016-11-09 | 2018-05-22 | 普工（上海）企业管理有限公司 | A kind of telephone outbound call method based on web page end |
| CN111131642A (en) * | 2019-11-18 | 2020-05-08 | 集奥聚合(北京)人工智能科技有限公司 | Portable intelligent voice outbound system and method for privatized deployment scene |
| CN111163124A (en) * | 2019-11-26 | 2020-05-15 | 深圳壹账通智能科技有限公司 | Data synchronization method, data synchronization device, computer device and storage medium |
| CN111163124B (en) * | 2019-11-26 | 2022-08-26 | 深圳壹账通智能科技有限公司 | Data synchronization method, data synchronization device, computer device and storage medium |
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Open date: 20090805 |