GB2360667A - Telesales call centre using packetised voice and video. - Google Patents

Abstract

A telesales and teleservicing system (10) includes a router (13) for establishing a video and voice communication link between a central call centre (12) and a point of sale station (11) remotely located with respect to the call centre (12) wherein data is transmitted via the communication link in signal packets. The system provides for establishing the communication link via the Internet or an Internet Service Provider through dial-up PSTN or ISDN, ATM, ADSL and WAN protocols.

Description

2360667 TELESALES AND TELESERVICING SYSTEM The present invention relates

to a telesales and teleservicing system for communicating video, voice and product/service data between a central call centre and a point of sale station which is remotely located with respect of the central call centre.

Such systems are known and generally include three features, these being Point of Sale, Automated Call Distribution and Call Centre Agent. The Point of Sale is based on a Personal Computer and comprises a Visual Data Unit (VDU) screen, keyboard, mouse, Central Processing Unit (CPU), modem, sound card, microphone, speakers, internal storage device, video camera, and a Printer, together with the associated controlling software. The Automated Call Distribution is based on a Personal Computer and comprises a CPU, modem, Network Card, VDU screen, keyboard and mouse. The Call Centre Agent is based on a personal computer and comprises a VDU screen, keyboard, mouse, CPU, modem, Network Card, sound card, headset with a microphone and speakers, internal storage device, video-card and video camera, together with the associated controlling software.

A user at the Point of Sale system will operate the keyboard and mouse to contact the call centre. The Point of Sale system will then make a telephone call to a central Automated Call Distribution (ACD) server via an ISDN2 connection. The ACD server will answer the incoming phone call and will be passed the source telephone number of the incoming Point of Sale system. The ACD server will then immediately terminate the incoming call. The ACD System is part of the same Local Area Network 2 (LAN) as for Call Centre Agents, and the ACD server will be programmed to take account of how many Call Centre Agents are available to take calls at any given time and the skill level associated with each different agent. From the identity of the incoming Point of Sale system, the ACD server can determine the agent's skill level required to deal with the call. The ACD server will then find the first available agent with the skill set that most closely meets the requirements of the incoming point of sale call. Having selected the Call Centre Agent, the ACD server then sends a message via the Local Area Network connection to that Call Centre Agent's system, requesting that it make a telephone call to the original source telephone number. The Call Centre Agents' system will dial the source telephone number via an ISDN2 connection and establish a two way video and voice call together with data being shared between the two systems, the source being the Call Centre Agents' personal computer.

The source of the data that is being shared could be any source that could be presented onto the screen of the agents' system. The share session also allows a document to be printed on a printer connected to the remote Point of Sale system. While the Call Centre Agent is on the call, the ACD server signals that the agent is busy and cannot make other calls. Once complete the call is terminated and the agent becomes free, and the ACD server is updated to reflect this.

The system allows for two-way interactive video conferencing sessions to take place. This means that a user at the remote Point of Sale can see a video image of both themselves and of the agent situated in the remote call centre. The system allows for two-way interactive voice calls to take place. This means that the user at the remote Point of Sale can hear the voice of the agent and the agent can hear the voice of the user.

3 The system allows for data that is displayed on the screen of the agent in the call centre to be simultaneously displayed, or shared, on the screen at the remote end. As the agent inputs or updates data on the screen, these changes are updated simultaneously on the screen at the remote end. 5 A disadvantage of such known systems, however, is that a separate transmission protocol is required for each different type of transmission media. Thus, it is necessary for the ACD server to terminate an incoming call and for a separate call subsequently to be established between a Call Centre Agent and a Point of Sale. Such break of continuity causes disruption of communication and irritation on the part of a prospective customer.

According to the present invention, there is provided a telesales and teleservicing system comprising means for establishing a video and voice communication link between a central call centre and a Point of Sale station remotely located with respect to the call centre wherein data is transmitted via the communication link in signal packets.

Since the transmitted information is encapsulated in packets, the information can be sent over multiple types, or combinations of network architectures, including Digital Television (DTV), the Public Switch Telephone Network (PSTN), the Integrated Services Digital Network (ISDN), the internet, local area network (LAN), Wide Area Network (WAN), a Wireless Communication Network (WAN) or an Asynchronous Transfer Mode (ATM) network.

Thus, a separate transmission protocol is not required for each different type of transmission media. By sending the information in packets, the 4 video, voice and sales/service data can be integrated and sent over a single network.

Following is a description, by way of example only and with reference to 5 the accompanying drawing, which is a diagrammatic representation, of one method of carrying the invention into effect.

Referring now to the drawing, there is shown an embodiment of a telesales and teleservicing system 10 in accordance with the present invention. The system 10 comprises four features, these being Point of Sale, Automated Call Distribution, Call Centre Agent and Router. Aspects of these features are:- Point of Sale - This will be based on any device capable of sending and receiving packets of data and browsing the Internet. This will include hand-held devices such as mobile phones, Personal Organisers, Portable desks, larger devices such as laptop and desktop PC's, static devices such as kiosks and Digital TV. It may or may not have a video camera connected to it.

Automated Call Distribution (ACD) - This will correspond with ACD's of known systems except that there will no longer be a requirement for a modem.

Call Centre Agent - This will correspond with Call Centre Agents' components of known systems except that there will no longer be a requirement for a modem.

Router - This will be connected to a fixed telephone line and a Local 30 Area Network. The device will receive packets of data from the network, interrogate them, and route them to their destination on the LAN. Similarly, the device will receive packets from the LAN and route them down the network to their destination.

The arrangement is such that a user of the Point of Sale 11 will connect to a packet-based network, typically by dial-up connection to an Internet Service Provider. The Point of Sale system 11 will then signal a requirement to contact the Call Centre 12. The Point of Sale 11 will then communicate to the Router 13 a requirement to communicate with the central Automated Call Distribution (ACD) server 14. The ACD 14 server will receive the incoming call and will be passed the source identity of the incoming Point of Sale 11. The ACD server 14 is part of the same Local Area Network (LAN) as the systems for the Call Centre Agents 15, and the ACD server 14 will be programmed to identify how many call centre agents are available to take calls at any given time and the skill level associated with each different agent. From the identity of the incoming Point of Sale 11, the ACD server 14 determines the agent's skill level required to deal with the call. The ACD server 14 will then locate the first available agent with the skill set that most closely meets the requirements of the incoming Point of Sale call.

Having selected the Call Centre Agent 15, the ACD server 14 then passes the call, via the Local Area Network connection to the system of that Call Centre Agent 15. This will establish a one-way video call and two-way voice call together with data being shared between the two systems, the source being the Call Centre Agents system. The source of the data that is being shared could be any source that could be presented onto the screen of that Call Centre Agent 15. While the Call Centre Agent 15 is on the call, the ACD server signals that the agent is busy and cannot make other calls. Once complete, the call is terminated and the agent15 6 becomes free and the ACD server 14 is updated to reflect this. The ACD server 15 will be developed with additional functionality to manage incoming calls when no agents 15 are free, produce detailed statistics into a database, produce real-time data to show managers the current status of the call centre, including calls answered, longest wait time, available agents, busy agents.

The system 10 will allow for both one and two-way interactive video conferencing to take place. This means that a user at a remote Point of Sale end can see a video image of both themselves and of an agent situated in the remote call centre 12 or the user will only see the agent. The system allows for two-way interactive voice calls to take place. This means that the user at the remote Point of Sale 11 can hear the voice of the agent and the agent can hear the voice of the user. The system 10 allows for data that is displayed on the screen of the agent in the call centre 12 to be simultaneously displayed, or shared, on the screen at the remote end 11. As the agent inputs or updates data on the screen, these changes are updated simultaneously on the screen at the remote end 11.

Advantages of a telesales and teleservicing system in accordance with the present invention are:- Sales - The system provides for an existing computer based sales order process for any organisation. It is of most advantage when the product being sold is complex and requires the assistance of a trained call centre agent. Equally, the product might be of high-value, and audiolvisual contact with an agent in a call centre is deemed more appropriate a service to a customer buying such a product. Typical examples of applications of the product could include:- 7 1. Financial Service Products Mortgages, ISA's, Personal Loans, Life Insurance, Pensions, Household and Motor Insurance, Credit Cards.

2. Catalogue Based Goods and Services - Clothing, Footwear, Household goods, and high value consumer goods.

Servicing and Assistance to existing Customers - The system provides support to any existing computer based customer service processes for any organisation. It is particularly advantageous when a higher level of customer service is seen as appropriate, such as for returned goods or complaints.

1. Providing ongoing service and assistance to any business currently using the services of a traditional voice-based call centre. Examples could include Gas, Electricity and Water companies and the financial services industry.

2. Government bodies to improve liaison with the public, eg Inland Revenue service to assist in completion of Tax forms.

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Claims (4)

1. A telesales and teleservicing system comprising means for establishing a video and voice communication link between a central call centre and a point of sale station remotely located with respect to the call centre wherein data is transmitted via the communication link in signal packets.

2. A system as claimed in Claim 1 including an automated call distribution server adapted to produce data into a data base when the call centre is busy.

3. A system as claimed in Claim 2 wherein the server is adapted to produce real-time data.

4. A telesales and teleservicing system substantially as hereinbefore described and as illustrated in the accompanying drawing.