DE60135930D1 - Anrufzentralensystem - Google Patents

Anrufzentralensystem

Info

Publication number
DE60135930D1
DE60135930D1 DE60135930T DE60135930T DE60135930D1 DE 60135930 D1 DE60135930 D1 DE 60135930D1 DE 60135930 T DE60135930 T DE 60135930T DE 60135930 T DE60135930 T DE 60135930T DE 60135930 D1 DE60135930 D1 DE 60135930D1
Authority
DE
Germany
Prior art keywords
telephone
customer
call
reception
center system
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.)
Expired - Lifetime
Application number
DE60135930T
Other languages
English (en)
Inventor
Kazumi Arashi
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Arkray Inc
Original Assignee
Arkray Inc
Priority date (The priority date 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 date listed.)
Filing date
Publication date
Application filed by Arkray Inc filed Critical Arkray Inc
Application granted granted Critical
Publication of DE60135930D1 publication Critical patent/DE60135930D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/551—Call history
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • 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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5235—Dependent on call type or called number [DNIS]

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
DE60135930T 2000-12-26 2001-12-26 Anrufzentralensystem Expired - Lifetime DE60135930D1 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
JP2000404814 2000-12-26
PCT/JP2001/011442 WO2002052824A1 (fr) 2000-12-26 2001-12-26 Systeme de centre d'appels

Publications (1)

Publication Number Publication Date
DE60135930D1 true DE60135930D1 (de) 2008-11-06

Family

ID=18868700

Family Applications (1)

Application Number Title Priority Date Filing Date
DE60135930T Expired - Lifetime DE60135930D1 (de) 2000-12-26 2001-12-26 Anrufzentralensystem

Country Status (7)

Country Link
US (1) US20040042610A1 (de)
EP (1) EP1349357B1 (de)
JP (1) JPWO2002052824A1 (de)
CN (1) CN1509563A (de)
AT (1) ATE409386T1 (de)
DE (1) DE60135930D1 (de)
WO (1) WO2002052824A1 (de)

Families Citing this family (29)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1596250A (zh) 2001-11-30 2005-03-16 布里斯托尔-迈尔斯斯奎布公司 紫杉醇溶剂化物
DE10359510A1 (de) * 2003-12-18 2005-07-14 Euvia Media Ag & Co. Kg System und Verfahren zur Erfassung eingehender Nachrichten von Fernsehzuschauern oder Radiohörern
US8045697B1 (en) 2004-06-02 2011-10-25 Nortel Networks Limited Method and apparatus for interfacing a customer with a call center
FR2871322B1 (fr) * 2004-06-08 2006-07-21 Bouygues Telecom Sa Architecture de centre d'appels par portefeuilles de clients
GB0423326D0 (en) 2004-10-21 2004-11-24 Nortel Networks Ltd Improvements in or relating to call polarisation methods in a call center
US7756259B2 (en) 2004-11-22 2010-07-13 Nortel Networks Limited Enhanced caller identification using caller readable devices
US20070019801A1 (en) * 2005-06-30 2007-01-25 Dell Products L.P. Method, system and apparatus for tracking support calls and determining proactive support strategies
JP4628997B2 (ja) * 2006-06-08 2011-02-09 株式会社日立製作所 コールセンターシステム、コールセンター管理方法、コールセンター管理プログラム
JP2007336112A (ja) * 2006-06-14 2007-12-27 Nec Corp 遠隔レクチャーシステム、サーバ装置及びそれらに用いる遠隔レクチャー方法
US20080107256A1 (en) * 2006-11-08 2008-05-08 International Business Machines Corporation Virtual contact center
US8249245B2 (en) 2007-11-13 2012-08-21 Amazon Technologies, Inc. System and method for automated call distribution
CN101291371B (zh) * 2008-06-24 2013-02-13 中国移动通信集团海南有限公司 一种呼叫处理方法和装置
US8310959B2 (en) 2008-12-31 2012-11-13 Sap Ag Voice Communication with any of multiple terminals
US9088649B2 (en) 2009-08-25 2015-07-21 Amazon Technologies, Inc. Systems and methods for customer contact
US8958542B1 (en) 2010-12-28 2015-02-17 Amazon Technologies, Inc. Followup of customer service agents
CN102546980A (zh) * 2010-12-31 2012-07-04 上海博泰悦臻电子设备制造有限公司 共享会话记录的电话路由方法和装置
CN102546983A (zh) * 2010-12-31 2012-07-04 上海博泰悦臻电子设备制造有限公司 和同一坐席保持会话的电话路由方法和装置
CN102546981A (zh) * 2010-12-31 2012-07-04 上海博泰悦臻电子设备制造有限公司 一种识别用户并转接坐席的方法和装置
CN102546988A (zh) * 2010-12-31 2012-07-04 上海博泰悦臻电子设备制造有限公司 亲和路由方法和装置
CN102572138A (zh) * 2010-12-31 2012-07-11 上海博泰悦臻电子设备制造有限公司 基于坐席权重的电话路由方法和装置
CN102821215B (zh) * 2011-06-07 2015-08-26 华为技术有限公司 呼叫处理方法和座席终端
CN103220437A (zh) * 2012-01-21 2013-07-24 阿尔卡特朗讯 一种处理热线电话的方法和装置
CN102694788B (zh) * 2012-03-07 2014-08-13 张春晓 一种服务器端提供客户端远程服务的方法和系统
CN103379229B (zh) * 2012-04-28 2017-02-15 恒生电子股份有限公司 一种用于专家座席的数据传送方法及系统
CN105338202B (zh) * 2015-09-30 2020-07-21 阿里巴巴集团控股有限公司 通讯处理方法及装置
JP6722482B2 (ja) * 2016-03-18 2020-07-15 株式会社Ｎｔｔドコモ 情報処理装置及び情報処理方法
CN106657694A (zh) * 2016-10-25 2017-05-10 安徽讯呼信息科技有限公司 一种呼叫中心业务管理系统
CN107181880B (zh) * 2017-05-31 2019-08-30 商客通尚景科技江苏有限公司 一种差异化的呼叫中心人工服务系统
CN107800899A (zh) * 2017-08-30 2018-03-13 平安科技（深圳）有限公司 坐席提供服务的方法、装置、设备及计算机可读存储介质

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5444774A (en) * 1992-06-26 1995-08-22 At&T Corp. Interactive queuing sytem for call centers
ATE330416T1 (de) * 1995-04-24 2006-07-15 Ibm Verfahren und gerät zur auf geschicklichkeit basierten leitweglenkung in einer anrufzentrale
US5703943A (en) * 1995-10-16 1997-12-30 Lucent Technologies, Inc. Completion of calls to a preferred agent in an automatic call distributor
US6058435A (en) * 1997-02-04 2000-05-02 Siemens Information And Communications Networks, Inc. Apparatus and methods for responding to multimedia communications based on content analysis
US5923745A (en) * 1997-02-28 1999-07-13 Teknekron Infoswitch Corporation Routing calls to call centers
JP3311972B2 (ja) * 1997-09-19 2002-08-05 富士通株式会社 電話接続装置、電話接続方法及び、その方法をコンピュータに実行させるためのプログラムを記録した記録媒体
US6798876B1 (en) * 1998-12-29 2004-09-28 At&T Corp. Method and apparatus for intelligent routing of incoming calls to representatives in a call center
US6826194B1 (en) * 1999-01-20 2004-11-30 Tadiran Telecom Business Systems Ltd. Method for serving IP users by graphically-based interaction to agents of a call center
US6731744B1 (en) * 1999-04-27 2004-05-04 Sprint Communications Company, L.P. Call processing system and service control point for handling calls to a call center

Also Published As

Publication number Publication date
ATE409386T1 (de) 2008-10-15
CN1509563A (zh) 2004-06-30
JPWO2002052824A1 (ja) 2004-04-30
EP1349357A4 (de) 2006-04-26
US20040042610A1 (en) 2004-03-04
EP1349357A1 (de) 2003-10-01
WO2002052824A1 (fr) 2002-07-04
EP1349357B1 (de) 2008-09-24

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Legal Events

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