CN106331391A - Call processing method and device - Google Patents
Call processing method and device Download PDFInfo
- Publication number
- CN106331391A CN106331391A CN201510338291.XA CN201510338291A CN106331391A CN 106331391 A CN106331391 A CN 106331391A CN 201510338291 A CN201510338291 A CN 201510338291A CN 106331391 A CN106331391 A CN 106331391A
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- China
- Prior art keywords
- calling
- call
- customer equipment
- demand
- outsourcing
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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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
- H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention provides a call processing method and a device. The call processing method comprises steps that: a call platform obtains call demands of a client device, wherein information resources of an outsourced call center are integrated in the call platform; and the call platform provides call services for the client service according to the call demands. According to the invention, problems generated when the outsourced call center provides call services in the prior art are solved; integration of the sources is achieved; utilization ratio of the sources is increased; and the call demands of the client device are met.
Description
Technical field
The present invention relates to the communications field, in particular to a kind of call processing method and device.
Background technology
Since the nineties in last century, outsourcing development abroad in call center's is the most ripe, according to one from 2007
Year data statistics, the enterprise of American-European more than 80% uses the pattern of outsourcing call center, and the outsourcing calling of India same period is produced
It is worth and owns at more than 3,000 hundred million U.S. dollars, also begin to scale development although domestic in recent years, reach the rule of tens billion of RMB
Mould, but scale is the least comparatively speaking, and following development space is huge.Under huge opportunity, client how is helped to catch
The market demand jumpy, quickly carry out various marketing, promote, collect, the operational action such as analysis, seize market first
Machine, the first chance that will win the market.
One outsourcing call center generally comprises several modes: resource-type outsourcing (place, personnel etc.), incoming call type outsourcing
(seek advice from, complaint etc.), call-out type outsourcing (market, popularization etc.), combined outsourcing (cross-marketing, pre-sales after sale with
Track etc.), although traditional outsourcing call center builds and business is in centrality, scale, management unification, the training of personnel
Certain advantage is there is in instruction, but in place of there is also some shortcomings: (1) outsourcing call center construction has concentrative
Feature, it is desirable to outsourcing call center must possess a series of resources such as place, equipment, personnel, and construction maintenance cost is higher,
If resource utilization is inadequate after Jian Sheing, easily cause investment waste.(2) system complex, unfriendly, learning cost is relatively
Height, the service application for lightweight is supported poor.(3) system upgrade difficulty, does not support various emerging social networking application.
Be enumerated above the most significant problem, its weak point be not limited to above some.
For in correlation technique, the problems referred to above that traditional outsourcing call center exists, effective solution is not also proposed.
Summary of the invention
The invention provides a kind of call processing method and device, at least to solve one of the above-mentioned problem in correlation technique.
According to an aspect of the invention, it is provided a kind of call processing method, including: call platform obtains customer equipment
Call demand, wherein, described call platform incorporates the information resources of outsourcing call center；Described call platform according to
Described call demand provides calling service for described customer equipment.
Further, described call platform provides calling service to include according to described call demand for described customer equipment: institute
State call platform and provide calling plan according to described call demand for described customer equipment, confirm it according to described customer equipment
After calling plan be described customer equipment provide calling service.
Further, described call platform provides calling service to include according to described call demand for described customer equipment: institute
Stating call platform according to described calling plan and method of calling is that described customer equipment provides calling service, wherein, described in exhale
Mode is made to include: full outsourcing method of calling and the outer packet mode of calling, customer equipment described in described full outsourcing method of calling
Being not involved in calling procedure, described in the outer packet mode of described calling, customer equipment participates in calling procedure.
Further, described call platform includes after providing calling service according to described call demand for described customer equipment:
Data in calling procedure are detected by described call platform.
According to another aspect of the present invention, additionally provide another kind of call processing method, including: customer equipment will calling
Demand sends to call platform, and wherein, described call platform incorporates the information resources of outsourcing call center, for basis
Described call demand provides calling service for described customer equipment.
According to an aspect of the invention, it is provided a kind of call-processing arrangement, it is applied to call platform, described device bag
Including: acquisition module, for obtaining the call demand of customer equipment, wherein, described call platform incorporates in outsourcing calling
The information resources of the heart；Calling module, for providing calling service according to described call demand for described customer equipment.
Further, described calling module is additionally operable to provide calling plan according to described call demand for described customer equipment,
Calling plan after confirming according to described customer equipment provides calling service for described customer equipment.
Further, described calling module is additionally operable to provide for described customer equipment according to described calling plan and method of calling
Calling service, wherein, described method of calling includes: full outsourcing method of calling and the outer packet mode of calling, in described full outsourcing
Described in method of calling, customer equipment is not involved in calling procedure, and described in the outer packet mode of described calling, customer equipment participates in exhaling
It is process.
Further, described device also includes: detection module, for detecting the data in calling procedure.
According to another aspect of the present invention, additionally provide another kind of call-processing arrangement, be applied to customer equipment, described
Device includes: sending module, for sending call demand to call platform, wherein, outside described call platform incorporates
The information resources of bag call center, for providing calling service according to described call demand for described customer equipment.
By the present invention, using call platform to obtain the call demand of customer equipment, wherein, call platform incorporates outsourcing
The information resources of call center；Call platform provides calling service according to call demand for customer equipment.Solve relevant skill
The produced problem serviced by the offer calling of outsourcing call center in art, and then achieve the integration of resource, improve money
The utilization rate in source, meets the call demand of customer equipment.
Accompanying drawing explanation
Accompanying drawing described herein is used for providing a further understanding of the present invention, constitutes the part of the application, the present invention
Schematic description and description be used for explaining the present invention, be not intended that inappropriate limitation of the present invention.In the accompanying drawings:
Fig. 1 is the flow chart of call processing method according to embodiments of the present invention；
Fig. 2 is the structured flowchart of call-processing arrangement according to embodiments of the present invention；
Fig. 3 is the structured flowchart () of call-processing arrangement according to embodiments of the present invention；
Fig. 4 is the flow chart () of call processing method according to embodiments of the present invention；
Fig. 5 is the structured flowchart (two) of call-processing arrangement according to embodiments of the present invention；
Fig. 6 multimedia outsourcing call center system figure according to embodiments of the present invention.
Detailed description of the invention
Below with reference to accompanying drawing and describe the present invention in detail in conjunction with the embodiments.It should be noted that in the feelings do not conflicted
Under condition, the embodiment in the application and the feature in embodiment can be mutually combined.
Providing a kind of call processing method in the present embodiment, Fig. 1 is call processing method according to embodiments of the present invention
Flow chart, as it is shown in figure 1, this flow process comprises the steps:
Step S102, call platform obtains the call demand of customer equipment, and wherein, call platform incorporates outsourcing calling
The information resources at center；
Step S104, call platform provides calling service according to call demand for this customer equipment.
By above-mentioned steps, the call demand that call platform selects according to customer equipment provides calling service for customer equipment,
Solve the produced problem that calling service is provided by outsourcing call center in correlation technique, and then achieve the whole of resource
Close, improve the utilization rate of resource, meet the call demand of customer equipment.
Above-mentioned steps S104 relates to call platform and provides calling service according to call demand for customer equipment, can at one
Selecting in embodiment, call platform provides calling plan according to call demand for this customer equipment, confirms it according to customer equipment
After calling plan be customer equipment provide calling service.Thus complete call platform and provide calling service for customer equipment.
Above-mentioned steps S104 relates to call platform and provides calling service according to call demand for customer equipment, at another
In alternative embodiment, call platform provides calling service according to calling plan and method of calling for customer equipment, wherein, exhales
Mode is made to include: full outsourcing method of calling and the outer packet mode of calling, this customer equipment is not involved in full outsourcing method of calling
Calling procedure, in the outer packet mode of this calling, this customer equipment participates in calling procedure.
In one alternate embodiment, after call platform provides calling service according to call demand for this customer equipment, exhale
Make platform that the data in calling procedure are detected.
Fig. 2 is the structured flowchart of call-processing arrangement according to embodiments of the present invention, is applied to call platform, such as Fig. 2 institute
Showing, this device includes: acquisition module 22, and for obtaining the call demand of customer equipment, wherein, call platform incorporates
The information resources of outsourcing call center；Calling module 24, for providing calling clothes according to this call demand for this customer equipment
Business.
Alternatively, calling module 24 is additionally operable to provide calling plan for customer equipment, according to client according to this call demand
Calling plan after equipment confirms provides calling service for customer equipment.
Alternatively, calling module 24 is additionally operable to provide calling service according to calling plan and method of calling for customer equipment,
Wherein, method of calling includes: full outsourcing method of calling and the outer packet mode of calling, this client in this full outsourcing method of calling
Equipment is not involved in calling procedure, and in calling outer packet mode, this customer equipment participates in calling procedure.
Fig. 3 is the structured flowchart () of call-processing arrangement according to embodiments of the present invention, as it is shown on figure 3, this device
Also include: detection module 32, for the data in calling procedure are detected.
Providing a kind of call processing method in another embodiment, Fig. 4 is call treatment according to embodiments of the present invention
The flow chart of method, as shown in Figure 4, this flow process comprises the steps:
Step S402, call demand is sent to call platform by customer equipment, and wherein, call platform incorporates outsourcing and exhales
It is the information resources at center, for providing calling service according to call demand for this customer equipment.
Fig. 5 is the structured flowchart (two) of call-processing arrangement according to embodiments of the present invention, is applied to customer equipment, as
Shown in Fig. 5, this device includes: sending module 52, for call demand is sent to call platform, wherein, and this calling
The Platform integration information resources of outsourcing call center, for being that this customer equipment provides calling service according to this call demand.
For the problems referred to above present in correlation technique, illustrate below in conjunction with concrete alternative embodiment, following
Alternative embodiment combines above-mentioned alternative embodiment and optional embodiment thereof.
Term is explained:
Give out a contract for a project system: client submits call demand in the system of giving out a contract for a project of outsourcing call center to, and the third party service provider is to calling
Demand is estimated, and formulates calling prospectus, and offers, and client pays
Calling project management system: the foundation of calling project and management, configuration call parameter, call policy, importing sample
Data etc..
Online questionnaire custom-built system: the foundation of calling questionnaire and management, the questionnaire flow process used during calling party.
Seat: the outsourcing seat of calling party, complete artificial outbound call service (contact channel include phone, note, wechat,
Microblogging, mail etc.)
Calling system: the background system of call center, completes various Call-Control1, data statistics quality inspection, automatic calling etc.
Core Feature.
In view of the problems referred to above, the main purpose of this alternative embodiment is to provide a kind of scheme, disposes a kind of formula of leasing
Multimedia outsourcing call center system, calling system hardware and software platform (is i.e. built the friendship of an outsourcing calling by outsourcing call center
Easily platform), complete call center and the resource consolidation of third party call service provider, it is not required that outsourcing center must have
The call resources such as place, personnel, only possesses the exhalation system of core, and client can access this system and issue call demand,
Being thered is provided service by third party and complete calling, call center facilitates and supervises whole process of exchange, and is responsible for finally calling knot
The displaying of fruit.And provide third party call service can be call center itself, it is also possible to be to there is qualification be completely independent
Service provider.Fig. 6 is according to a kind of multimedia outsourcing call center system figure.
Call center provides the call management system of a whole set of Webization on foreground to client, and client can use this system
Complete a series of functions such as call demand outsourcing, calling project management, online questionnaire customization, online seat, inquiry paying,
To client provide complete self-defining online calling and payment mode combination, client can according to the business development situation of self,
Select the functional module needing to use and the outsourcing method of calling being suitable for oneself flexibly, finally issue the call demand of oneself.
And the third party service provider is after seeing the call demand that client issues, calling prospectus can be customized and carry out service quotation,
Client pays after confirming, after the third party service provider completes to call outsourcing task, client can carry out quality inspection and form carries
Take, be finally completed whole outsourcing calling service process.
1, outsourcing call center is positioned a resource integration platform, and unconventional pure call platform.
2, can be with the tripartite service organization of access authentication or individual, the third party service organization or independent undertaking of individual call industry
Place and calling personnel are provided for oneself during business.The online seat of call center can be rented, it is also possible to provide calling position for oneself, pass through
Open interface accesses outsourcing call center system.
3, the call management system of full webization, including calling task management, seat, quality inspection, form, pays.
4, client need not possess local call center, it is not necessary to has call center's experience.
5, for the preset a set of standard call template of different industries, the enterprise of call center's experience is not had can to select standard
Calling service.
6, customize calling flexibly, client can according to own service require and feature select by the period, call volume,
The outer packet mode that calling task etc. is personalized.
7, the service application for lightweight is supported especially flexible, and enterprise inexperienced for No Assets carries out call business
Support close friend.
8, the medium type supported enriches, in addition to the contact channel such as traditional phone, note, mail, fax, right
Also support well in the social networking application such as microblogging, wechat, Facebook, Twitter.
In embodiments of the present invention, user's first oneself call demand the clearest and the most definite, and giving out a contract for a project in system in outsourcing call center
Give out a contract for a project.Third party call service provider, according to the call demand of user, provides the user with calling plan recommendation and carries out
Quotation, user pays after confirming calling plan, the implementation phase that calling plan entering.According to calling plan, there is height
The various application systems that the user of rank application demand can use outsourcing call center to provide carry out the maintenance of calling project, exhale
Cry the work such as customization of questionnaire, possess the user at local call center and own calling position can also be organized to access outsourcing exhale
The operation system crying center completes outgoing call process.Do not possess calling experience or the user by complete for business outsourcing, will be by taking
Business business is its configuration call project, and tissue seat etc. completes the outgoing call plan of user, and user's heart in a call completes calling meter
By quality inspection system, whole calling procedure carried out quality inspection after Huaing and generate various call statistics forms.
Native system is realized by several significant process:
Giving out a contract for a project service: client issues call demand, third party call service provider provides calling prospectus, and customer selecting calls
Mode and paying.
Calling service: third party call service provider sets up and maintenance call project, hoc call seat, complete artificial or from
Dynamic calling.
Evaluation services: client, after calling completes, carries out quality inspection to whole calling procedure, generates various statistical report form.
One, service process of giving out a contract for a project is as follows:
1, user gives out a contract for a project:
Step 1 client gives out a contract for a project according to the call demand of oneself, the system of giving out a contract for a project logging in outsourcing calling.
Step 2 third party call service provider provides the call demand according to client, customization calling plan.
Step 3 client selects outer packet mode according to oneself requirement.
Complete outer packet mode: client only describes call demand and calling result is carried out quality inspection, is not involved in calling procedure.
Call outer packet mode: client participates in calling procedure, provide call resources (place, operator etc.) for oneself.
2, select method of calling and pay.
The needs that step 1 client carries out according to own service, select be suitable for oneself outsourcing method of calling (call-out type outsourcing,
The various combinations of incoming call type outsourcing, resource-type outsourcing or these several persons) and contact channel (phone, fax, the society of user
Hand over media etc.).
Step 2 call payment.
Two, calling service process is as follows:
1, customization calling task
Step 1 third party call service provider customizes calling project according to customer demand, possess the client of calling experience also can from
Define calling project or calling project is safeguarded.
The step 2 customization calling various calling parameter such as period, call policy.
Step 3 carries out call attempt to calling task.
2, calling procedure
Step 1 call attempt terminates, test errorless after, client provide sample data to third party call service provider import to calling
Project or client import sample data voluntarily in calling project.
Step 2 call center, according to the questionnaire flow process customized and method of calling, initiates calling, and records in calling procedure
Various data, complete the work such as recording.
Three, evaluation services process is as follows
1, calling procedure quality inspection
After step 1 has called, client logs in call center's quality inspection system, and calling recording and calling procedure are carried out quality inspection.
Step 2 client logs in reporting system, generates the various forms oneself needed.
In sum, the present invention describes a kind of multimedia outsourcing call center system leasing formula, and call center mainly carries
For a resource consolidation transaction platform, third party call service provider and the resource of self are effectively integrated, improves resource
Utilization rate, prevents repeated construction, builds a transaction platform simultaneously and facilitates client and the third party service provider (can also be to exhale
Cry center itself) transaction, the outsourcing of the multiple contact channel such as phone, note, fax, social media is provided for client
Calling service, the calling of a whole set of Webization that client provides according to call center gives out a contract for a project system, call management system,
Complete call demand outsourcing, calling project management, online questionnaire customization, online seat, inquiry paying, outside being finally completed
Exhale demand.Outsourcing call center does not require that client possesses call center's construction operation experience, especially for there being call demand,
Need the medium-sized and small enterprises quickly commenced business, possess the strongest practical value.
In another embodiment, additionally providing a kind of software, this software is used for performing above-described embodiment and being preferable to carry out
Technical scheme described in mode.
In another embodiment, additionally providing a kind of storage medium, in this storage medium, storage has above-mentioned software, should
Storage medium includes but not limited to: CD, floppy disk, hard disk, scratch pad memory etc..
Obviously, those skilled in the art should be understood that each module of the above-mentioned present invention or each step can be with general
Calculating device to realize, they can concentrate on single calculating device, or be distributed in multiple calculating device and formed
Network on, alternatively, they can realize, it is thus possible to by them with calculating the executable program code of device
Storage is performed by calculating device in the storage device, and in some cases, can hold with the order being different from herein
Step shown or described by row, or they are fabricated to respectively each integrated circuit modules, or by many in them
Individual module or step are fabricated to single integrated circuit module and realize.So, the present invention is not restricted to any specific hardware
Combine with software.
The foregoing is only the preferred embodiments of the present invention, be not limited to the present invention, for the technology of this area
For personnel, the present invention can have various modifications and variations.All within the spirit and principles in the present invention, that is made is any
Amendment, equivalent, improvement etc., should be included within the scope of the present invention.
Claims (10)
1. a call processing method, it is characterised in that including:
Call platform obtains the call demand of customer equipment, and wherein, described call platform incorporates outsourcing call center
Information resources；
Described call platform provides calling service according to described call demand for described customer equipment.
Method the most according to claim 1, it is characterised in that described call platform is described according to described call demand
Customer equipment provides calling service to include:
Described call platform provides calling plan according to described call demand for described customer equipment, according to described client
Calling plan after equipment confirms provides calling service for described customer equipment.
Method the most according to claim 2, it is characterised in that described call platform is described according to described call demand
Customer equipment provides calling service to include:
Described call platform provides calling service according to described calling plan and method of calling for described customer equipment, its
In, described method of calling includes: full outsourcing method of calling and the outer packet mode of calling, at described full outsourcing method of calling
Described in customer equipment be not involved in calling procedure, described in the outer packet mode of described calling, customer equipment participates in calling
Journey.
Method the most according to claim 1, it is characterised in that described call platform is described according to described call demand
Customer equipment includes after providing calling service:
Data in calling procedure are detected by described call platform.
5. a call processing method, it is characterised in that including:
Call demand is sent to call platform by customer equipment, and wherein, described call platform incorporates in outsourcing calling
The information resources of the heart, for providing calling service according to described call demand for described customer equipment.
6. a call-processing arrangement, is applied to call platform, it is characterised in that described device includes:
Acquisition module, for obtaining the call demand of customer equipment, wherein, described call platform incorporates outsourcing and exhales
It is the information resources at center；
Calling module, for providing calling service according to described call demand for described customer equipment.
Device the most according to claim 6, it is characterised in that described calling module is additionally operable to according to described call demand
Thering is provided calling plan for described customer equipment, the calling plan after confirming according to described customer equipment is described client
Equipment provides calling service.
Device the most according to claim 7, it is characterised in that described calling module is additionally operable to plan according to described calling
Thering is provided calling service with method of calling for described customer equipment, wherein, described method of calling includes: full outsourcing calling
Mode and the outer packet mode of calling, described in described full outsourcing method of calling, customer equipment is not involved in calling procedure,
Described in the outer packet mode of described calling, customer equipment participates in calling procedure.
Device the most according to claim 6, it is characterised in that described device also includes:
Detection module, for detecting the data in calling procedure.
10. a call-processing arrangement, is applied to customer equipment, it is characterised in that described device includes:
Sending module, for sending call demand to call platform, wherein, described call platform incorporates outsourcing
The information resources of call center, for providing calling service according to described call demand for described customer equipment.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510338291.XA CN106331391A (en) | 2015-06-17 | 2015-06-17 | Call processing method and device |
| PCT/CN2015/088905 WO2016201792A1 (en) | 2015-06-17 | 2015-09-02 | Call processing method and apparatus |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510338291.XA CN106331391A (en) | 2015-06-17 | 2015-06-17 | Call processing method and device |
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| Publication Number | Publication Date |
|---|---|
| CN106331391A true CN106331391A (en) | 2017-01-11 |
Family
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201510338291.XA Pending CN106331391A (en) | 2015-06-17 | 2015-06-17 | Call processing method and device |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN106331391A (en) |
| WO (1) | WO2016201792A1 (en) |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113612891B (en) * | 2021-08-09 | 2022-11-01 | 中国工商银行股份有限公司 | Call route determining method, device, computer system and medium |
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| CN101965015A (en) * | 2009-07-21 | 2011-02-02 | 中国电信股份有限公司 | Distributed call center service control method and system |
| CN103269344A (en) * | 2013-05-30 | 2013-08-28 | 中国移动通信集团黑龙江有限公司 | Pure IP calling system based on a cloud computing platform and IMS network architecture |
| US20140270108A1 (en) * | 2013-03-15 | 2014-09-18 | Genesys Telecommunications Laboratories, Inc. | Intelligent automated agent and interactive voice response for a contact center |
| CN104331771A (en) * | 2014-10-31 | 2015-02-04 | 单利峰 | One-stop small/micro business service outsourcing management system |
Family Cites Families (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20170006161A9 (en) * | 2013-03-15 | 2017-01-05 | Genesys Telecommunications Laboratories, Inc. | Intelligent automated agent for a contact center |
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2015
- 2015-06-17 CN CN201510338291.XA patent/CN106331391A/en active Pending
- 2015-09-02 WO PCT/CN2015/088905 patent/WO2016201792A1/en active Application Filing
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| CN101965015A (en) * | 2009-07-21 | 2011-02-02 | 中国电信股份有限公司 | Distributed call center service control method and system |
| US20140270108A1 (en) * | 2013-03-15 | 2014-09-18 | Genesys Telecommunications Laboratories, Inc. | Intelligent automated agent and interactive voice response for a contact center |
| CN103269344A (en) * | 2013-05-30 | 2013-08-28 | 中国移动通信集团黑龙江有限公司 | Pure IP calling system based on a cloud computing platform and IMS network architecture |
| CN104331771A (en) * | 2014-10-31 | 2015-02-04 | 单利峰 | One-stop small/micro business service outsourcing management system |
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| Publication number | Publication date |
|---|---|
| WO2016201792A1 (en) | 2016-12-22 |
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Application publication date: 20170111 |