JP2000276547A - Integrated call center system for financial business - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an integrated call center system capable of mutually transferring customer attribute information about a customer during line connection together with line transfer between both businesses of an outbound and an inbound in financial business. SOLUTION: This system is provided with a telephone exchanging means 1 for performing line connection and line exchange between outside line telephone and extension telephone, a customer information database means 2 which manages customer information unitarily, and a call integration controller 5 which has an outbound job processing means for supporting an outbound job that guides various offered merchandise and services to customers on the basis of the customer information and inbound job processing means for supporting an inbound job that processes various collations, inquires, consultation or request transactions, etc., which are accessed by customers and which is further for transferring related customer information to a desired terminal device among plural job processing terminal devices constituting the respective job processing means through the communication line in transferring telephone connection to a customer between the outbound and inbound job processing means.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call center system in a financial business, and more particularly, to a CTI server (Computer Telephony Integratio) that integrates outbound business and inbound business via a public telephone line.
Related to the integrated call center system linked to n).

[0002]

2. Description of the Related Art In recent years, financial institutions such as banks have developed call centers for the purpose of improving the convenience of customer users and efficiently processing various tasks using telephones. ing.

[0003] Such call centers in banks and the like are:
Broadly speaking, there are outbound services typified by telemarketing such as sales guidance by telephone, and inbound services such as balance inquiries, inquiries, consultations, and transfer requests of customers' own accounts.

[0004] Telephone banking, which has recently become widespread, uses various telephones without a contract user going to a branch of a business partner's bank or the like to make various inquiries to a business partner's bank or the like.
It enables inquiries, consultations, requests for transactions, etc., and can be classified as inbound business.

[0005] Furthermore, users who do not make small and high-performance personal computers popular in general households are required to:
Access the homepage established by your bank, etc., via a communication network such as the Internet,
It is now possible to make various inquiries, inquiries, or requests for transactions.

[0006] Specific examples of outbound business in a call center such as a bank include prompting for delinquency of loans, guidance on expiration of regular savings, guidance and solicitation of new financial products and services, and examples of inbound business include the customer concerned. Inquiry of the balance of the savings account, inquiry of confirmation of remittance, inquiry of various loans, or request for remittance. In the inbound business, there are cases where the operator has to deal with the situation individually, and cases where the situation can be dealt with by a voice response device including telephone banking.

[0007] In such a call center of a bank or the like, the operator in charge of the call center system, based on the contract number or account number, etc., uses the call center system regardless of whether the business is outbound or inbound by the operator. It reads out the server information that constitutes the customer information from the server device, displays it in a predetermined format on a display connected to its own terminal device, and performs necessary processing in response to a telephone call with each customer. .

In a call center system in a financial institution, a wide variety of outbound and inbound business processes are independent for each of a plurality of business sections each having their own specialized knowledge and having a specific role. In the same business section, if necessary, it is necessary to be performed independently for each subdivided business group.

[0009]

In such a situation, in a conventional call center system of a bank or the like, for example, an outbound call for introducing or guiding a new financial product or service to a certain customer. As a result, if the customer attempts to process a transaction involving the transfer of funds from the customer's savings account, or as a result of an inbound call for a new product inquiry from the customer, the customer's telephone line will be When transferring to the outbound operator in charge of referrals, the attribute information of the customer read out or updated by addition or the like in one business section or group cannot be transferred to the other business section or group. Was.

[0010] For this reason, the outbound call or the inbound call has to be disconnected once and a telephone call must be made again to a required service department, which causes inconvenience to the customer. Since it is necessary to perform an operation or the like for re-reading the attribute information of the customer read out from the other business section or the like, the business operation cannot be performed quickly, which is inefficient.

[0011] In addition, the CT which enables the transfer of customer information between outbound and inbound business as described above.
In an integrated call center system linked to an I server, for example, as in telephone banking,
In order to execute a process involving the transfer of funds based on a customer's request via a telephone line, security and security that takes into account internal fraud should be used without impairing the convenience of the customer who uses it. Establishing a system was essential.

[0012]

SUMMARY OF THE INVENTION The present invention has been made in view of the various problems of the above-mentioned conventional call center system. For this purpose, the present invention relates to a circuit between an external telephone and an internal telephone. Telephone switching means for connection and circuit switching, customer information database means for centrally managing customer information, and outbound work for guiding various products and services to customers based on the customer information Outbound business processing means, and inbound business processing means for supporting an inbound business processing various inquiries, inquiries, consultations or requested transactions accessed by customers, and further comprising the telephone exchange means. And the customer information database means, the outbound business processing means and the inbound business processing means. When the telephone connection with the customer is transferred between the processing means, the customer information is transmitted to the desired terminal device from the plurality of business processing terminal devices constituting each of the business processing means via the communication line. The present invention provides an integrated call center system for financial services, comprising a call integrated control device for transferring.

Here, the inbound business processing means includes telephone banking processing means for processing based on information directly input from a customer registered in advance, and further includes a predetermined inquiry or inquiry from the customer. And a voice response device for automatically responding to the information or assisting the customer in inputting information in telephone banking.

Further, in response to the spread of personal computers and the like having a communication function, various inquiries, inquiries, and the like input from a customer data processing device accessed from a public communication line via a communication network such as the Internet. Alternatively, a homepage may be set up for processing a request transaction or the like, and a server means for that may be provided.

Each of the business processing terminal devices includes a data input unit such as a keyboard and a mouse which functions as a client terminal of a server for a customer information database constituting the integrated call center system, a data display unit for displaying images and the like, It has various memory means such as an IC memory, a hard disk and a CD / ROM, a communication means, and a control device, and customer information is sent from the customer information database means based on a customer ID number assigned to each customer. The data is displayed in a predetermined format on the data display means and temporarily stored in the memory means, and the customer information is transmitted by the telephone connection transfer operation together with the history information newly input in the terminal device. Means to the desired terminal device.

The transfer operation is carried out by inputting a predetermined extension number of each service group or its service ID number, or by clicking an icon representing the service group displayed on the display means.

A telephone number corresponding to each of the customer ID numbers is added to the customer information database, and when a caller number is input when a customer inputs a telephone number, the caller number is input. Is read from the customer information database means, and the customer information is displayed in the predetermined format on the data display means of the business processing terminal device of the person in charge of receiving the call. .

Each service group is composed of a plurality of telephone devices and the service processing terminal device, and a line connection received from a customer is made based on the use state and priority of the phone device. If there is no available telephone line to the group in charge, call the other group in charge.

In the integrated call center system according to the present invention, with such a configuration, it is possible to easily transfer the attribute information about the customer who is connected to the line between both outbound and inbound services. .

In such a call center system, when executing a process involving transfer of funds such as telephone banking, a security check taking into account reliability is performed without impairing the convenience of customers. Must be established.

For this reason, the present invention further provides a telephone exchange means for performing line connection and line exchange between an external telephone and an internal telephone, a customer information database means for centrally managing customer information, and Outbound business processing means for guiding various products and services to customers on the basis of such services, and inbound business processing means for processing various inquiries, inquiries, consultations or requested transactions accessed by customers. A call integrated control device for mutually transferring a telephone line with a connected customer together with the customer information, and a confirmation input by the customer when the line is received from the customer in the inbound business processing means. Information, and when requesting a transaction business such as transfer, verify the password information entered, and confirm the confirmation information and password. And security check means for checking the consistency of that the broadcast has been pre-registered,
An integrated call center system provided with:

Here, the confirmation information is a telephone security code and a contract number of the customer, and the security information is a deposit security code. The confirmation information further includes a confirmation password as a final confirmation of the execution of the transaction. Such password information is encrypted by a code selected and input in advance by the customer based on a predetermined protocol, and stored in the customer information database means or the security check means.

Further, the personal identification information input by the customer is based on a contract card describing a multi-digit contract number code issued by a financial business such as a bank to a contract applicant such as a telephone banking. You may make it register by inputting from an automatic teller machine.

[0024]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The details of one specific embodiment of the integrated call center system according to the present invention will be described below.

FIG. 1 shows an example of an overall view of an integrated call center system according to the present invention. The call center and the customer are mutually connected via a public line (INS) 15, and an outbound call for accessing the customer from the call center and an inbound call for accessing the call center from the customer are made.

In the call center, the public line 15
A telephone exchange device 1 (hereinafter referred to as "PBX") connected to a telephone line is provided to connect a line between an outside line telephone and various communication devices such as a telephone device inside the center, and a line connection between extensions within a call center. Or, exchange the line. The PBX may have an announcement function for inbound calls outside business hours.

The PBX is connected to a call management device 8, which collects and manages statistical data of various outbound and inbound calls. Further P
The voice response device 7, the FAX server device 9, and the integrated call control device 5 are connected to the BX. The FAX server device 9 performs FAX transmission / reception communicated with the customer via the PBX and stores and manages the content information.

The voice response apparatus 7 is for automatically responding to an inbound call from a customer, and performs processing such as confirmation of the customer, check of a personal identification number, balance inquiry, and the like.
The voice response device 7 further performs repetition of the transaction content designated by the customer, reconfirmation of the designation, and the like. By connecting a voice recognition device, a voice recording device, and a voice mail storage means (not shown) to the voice response device 7, it is possible to respond to an instruction by voice input from a customer, and to communicate between the call center and the customer. Recording of audio data can be realized.

The voice response device 7 is capable of handling telephone banking and performing a security check at that time. In addition, transactions by inbound calls via communication networks such as the Internet
Can be treated as a kind of banking. The security check in this call center system will be described later in detail. The telephone communication connection between the customer and the call center is usually performed by a CTI server (Computer Telephony I) unless the voice response device 7 alone can handle it.
An integrated call control device 5 (hereinafter, referred to as a “CTI server”) controlled by a computer called an “integration server”. The main functions of the CTI server are to interface each device constituting the system with the PBX, check the operation status of the call center system, control the flow of information data in the system, and centralize customer information. Customer information database device 2 (hereinafter referred to as “MCI”) usually referred to as MCIF (Marketing Customer Integration File)
F ”) and control and processing such as reading out business information or customer data stored in the MCIF and temporarily storing it in its own storage means.

The MCIF stores independent data such as customer information, telephone banking contractor information, sales information, campaign management information, and cautionary information. These data are a set of non-redundant data associated with each other so that they can be shared for a plurality of processing purposes, and can be treated as a relational database. Each relation between data is normalized, and each relation is composed of attributes and tuples in a tabular form. The data is handled in a predetermined relational database language such as SQL. For example, desired customer information is retrieved and output by a retrieval formula in a SQL language format.

A plurality of terminal device groups 3 for processing outbound call services are connected to the MCIF.
The terminal device group 3 is composed of a plurality of groups that individually take charge of various tasks in the outbound call task. Each terminal is operated by a professional operator and has its own telephone for talking to customers. The terminal processing device in each group is usually preferably composed of one management terminal device for operation management and a plurality of operator terminal devices. The management terminal device is for performing operator assistance, callback management, campaign start preparation, form output that totals the results of various calls, information maintenance, and the like.

A configuration is made so that a telephone line and data can be transferred between these terminal devices. CTI server or M
The connection access to the CIF may be performed via the management terminal device or may be directly performed by all operator terminal devices.

Each of the operator terminal devices for outbound call business processing includes data input means such as a keyboard and a mouse, data display means for displaying images and characters as images, an IC memory, a hard disk device, a floppy disk drive, and the like. Storage means such as a disk device, control means for centrally controlling these, a call center
Communication means for transmitting and receiving data to and from each external device constituting the system is provided.

The integrated call center system according to the present invention realizes the transfer of telephone lines and customer business information between outbound and inbound. Similarly, transfer within the same call business is possible. To In this case, the information to be transferred is transmitted from the memory device of the terminal device for the operator currently handling the customer information to the other terminal device to be transferred via the call integrated control device. The transfer destination terminal device is input by inputting an ID number for identifying the terminal device, inputting or selecting a telephone extension number or business or operator skill in the transfer destination terminal device.

FIG. 2 shows the types of business contents performed by an outbound call. As shown here, outbound call business includes promotion of various loans such as education loans, notification of maturity of regular savings, promotion of customer fixation, promotion of pensions, follow-up of new account opening, promotion of telephone banking, automatic utility billing There is a campaign unit such as transfer promotion. Here, the campaign unit is MCIF
Means a unit for conducting marketing sales for a predetermined target customer group searched and output within a predetermined period.

The above-mentioned individual work in the outbound call is specified by an ID code (sequential number in FIG. 2), and each operator inputs the ID code indicating the corresponding campaign unit or a predetermined GUI displayed on the display device. The user can easily perform a selective input instruction by, for example, clicking the icon. A telephone call is made from each operator terminal device via the PBX to the customer who is targeted for marketing and sales of the predetermined business searched and extracted in this manner.

FIG. 3 shows an example of data and processing flow in business processing of such an outbound call.

MCIF is used as a target for each campaign.
The file of the target customer extracted from
The file is transferred to the TI server. If the same customer is eligible for multiple campaigns, operate simultaneously to avoid double calls. In this case, it is possible for the operator to select a campaign to be executed or to execute a plurality of campaigns in one call. The script is developed for each input item on the screen displayed on the display device of the operator terminal device. In addition, the attribute information and the history of the customer are displayed as needed.

An outbound call such as a campaign for promoting renewal of regular savings can determine a transaction by linking with telephone banking by telephone transfer without disconnecting the call. further,
By transferring the information and the telephone to the person in charge of the inbound call business, the person in charge of the retirement, etc., as needed, it is possible to provide quick processing and services of the transaction.

The communication result of the outbound call is transmitted from each terminal device to the MCIF on a daily basis, and is used as information for subsequent segmentation of the campaign target.

Next, an inbound call in the present integrated call center system will be described.

As shown in FIG. 4, types of inbound calls include “pension consultation”, “loan consultation”, and “general inquiry”. It is preferable to distribute the materials at a material request server (not shown) which operates 24 hours for the call of "material request".

Here, in the pension consultation, "pension consultation" is selected from the inbound menu shown in FIG. 4, and the screen shifts to the pension screen. As input items on the pension screen, the name, date of birth, store, type of pension, and the like of the counselor and spouse are input.

[Loan Consultation] from the inbound menu
If you select, you will move to the loan screen. Here, the use of funds, the desired amount of borrowing, the borrower, the borrowing period, and the like are input.

When "Comprehensive inquiry" is selected from the inbound menu, the screen shifts to a comprehensive inquiry screen. Here, the contents of the inquiry are input.

For an inbound call, it is preferable to inform the customer of an individual telephone number corresponding to the contents of consultation or inquiry in advance. Alternatively, a representative telephone number for an inbound call may be provided, and the customer may select the telephone number according to the contents of the consultation or inquiry after receiving the call.

FIG. 5 shows an example of an operator group in charge of an inbound call and the order of arrival. As shown here, in the inbound business, specialists who are familiar with the contents of each business, such as a social insurance attorney, need to deal with pension consultation, and operators who are in charge of specialized matters according to the contents of consultation or inquiry To be connected to

FIG. 6 shows data items input by an operator in charge using an inbound business processing terminal device for an inbound call received by an operator in charge of a predetermined consultation business, and the data items generated in the call center system. 1 shows an example of the control flow.

As shown in FIG. 6, the operator in charge asks the customer of the inbound call for the store number, name, and, in some cases, the account and account number, and inputs the information to his own operator terminal device. The input data is accessed to the MCIF via the CTI server, and the attribute information data of the customer is retrieved and output in the MCIF, input to the CTI server, and displayed on the display device of the operator's terminal device. . This allows the operator to receive inbound
The call can be handled. However, it is needless to say that the attribute information of the customer cannot be displayed for a call from an untransacted customer.

As described above, in an inbound call, there is a case where a voice response device does not directly respond to an operator, or there is a telephone banking transaction. The CTI server can also transfer the customer file from the accounting host computer 17 shown in FIG. 1 via the gateway server.

Each of the operator terminal devices for business processing of inbound calls includes data input means such as a keyboard and a mouse, data display means for displaying images and characters, and ICs, similarly to the outbound ones. The system includes storage means including a memory, a hard disk drive, a floppy disk drive, etc., control means for centrally controlling these, and communication means for transmitting and receiving data to and from each external device constituting the call center system.

Next, transfer of customer attribute information and the like between inbound and outbound in the integrated call center system according to the present invention will be described.

In the present integrated call center system, when an outbound call is forwarded to an inbound operator by telephone, the attribute information of the customer read from the MCIF and displayed on the display means of the outbound business processing terminal device Is transferred to the terminal device for the inbound operator to which the call is to be transferred and is displayed on the display screen, and conversely, when the inbound call is transferred to the outbound operator by the telephone, the MCI is
Transferring the attribute information of the customer read from F and displayed on the display means of the inbound business processing terminal device to the outbound operator terminal device to which the call is to be forwarded and displaying it on the display screen there Is possible.

FIG. 7 shows an example of a transfer destination group list specified by an ID number (serial number) used in such transfer.

As a transfer method between the operators, the transfer screen is displayed on the display device of the terminal device, and then the transfer destination group is input or selected, or the extension telephone of the transfer destination operator is directly specified and transferred. .

Further, in the same terminal device, it is possible to switch between the screen display relating to the outbound business and the processing based thereon and the screen display relating to the inbound business and the processing based thereon by a click operation or the like.

The screen information displaying the customer attribute information transferred between the outbound and the inbound is handled as one file. In this case, as described above, since the customer attribute information is retrieved and output in the MCIF and once input to the CTI server, the customer attribute information can be promptly and reliably input from the CTI server to the designated transfer destination terminal device. . When it is necessary to transfer the customer information including the contact history information, it is also possible to configure the transfer from the terminal device of the transfer source via the CTI server or directly via the indoor communication line.

Further, the transfer between the management terminal device and the operator terminal device in each business group is performed directly in order to include the contact history information.

When telephone banking is performed after an outbound call has been made, the outbound group transfers the call to an inbound telephone banking operator, who then transfers and connects the call to a voice response device to confirm customer confirmation. After going, return to the operator in charge of the telephone banking again.
The following transaction services can be mainly provided by telephone banking. Inquiry of balance / inquiry and deposit details, transfer business, which is not limited to an account number registered in advance by a customer, but can be transferred to an unregistered account number. Further, as a transfer business, it performs creation / cancellation of time deposits, occasional payment of reserve time deposits, reservation cancellation / renewal of time deposits, and transfer of funds between a settlement account and a pre-registered savings / savings deposit. In addition, it performs a recall operation and a transaction history inquiry operation. This allows you to query the transaction history by contractor number. In addition, in the accident notification business,
If the card is lost or the password is forgotten, the report can be made to stop the transaction with the card.

In order for the customer to receive the telephone banking service, the customer information must be registered and the personal identification number must be registered as described below.

First, the customer sends a predetermined application for a telephone banking contract. In this application form, the address, name, date of birth, settlement account number, notification stamp, transfer limit per day, pre-registered account, transfer account, and the notification stamp thereof as contractor information are entered. The inbound business terminal assigns a contractor number based on the sent application, and the contractor information is passed to the CTI via the MCIF.

FIG. 8 shows that the contractor information is M
The flow until it is stored in CTI via CIF is shown.
The customer uses the cash card of the settlement account to register the personal identification number from the automatic teller machine. This password is also M
Registered in CTI via CIF.

FIG. 9 shows a flow until the password is stored in the CTI. The password includes a telephone password, a transfer password, and a confirmation password, and the number of digits of each password is not limited. However, it is preferable that the password be 4 digits as is usually performed. For each telephone banking service, the passwords confirmed by the voice response device can be combined, for example, as follows. For each transfer, "Phone PIN + Transfer PIN + Confirmation PIN" for transfer to a pre-registered account, "Phone PIN + Transfer PIN" for transfer to a pre-registered account, and "Phone PIN" for balance inquiry and transfer For businesses that require secure deposits, such as "), it is advisable to increase the number of passwords. As a result, a security system against fraud is established without impairing the convenience of the customer. The digits of the personal identification number confirmed by the voice response device may be four digits in the case of the telephone password, and the transfer password and the confirmation password may be two digits out of the four digits.

FIG. 10 shows the flow of a transaction when a transfer business is performed in telephone banking. The customer calls the dedicated dial, and dials in the contractor number and the telephone secret code in accordance with the instruction of the voice response device. Once the CTI has identified themselves by their numbers, the call is forwarded to the operator. After the customer dials in the designated transfer transaction,
The transfer password is confirmed by the voice response device. Further, when the customer notifies the operator of the transfer account, the amount, and the like, the operator inputs the information to the inbound business terminal. The accounting system confirms the account and fund from the information. Further, after the transaction content is read back to the customer by the voice response device, the customer is notified of the receipt number. Thereafter, the accounting system performs a transfer transaction and issues a usage statement sent to the customer.

FIG. 11 shows a transaction flow when the balance inquiry and the deposit / withdrawal statement inquiry business are performed in telephone banking.

The customer calls the dedicated dial, and dials in the contractor number and the telephone password in accordance with the instruction of the voice response device. When the CTI identifies himself by those numbers,
The call is forwarded to the operator. When the customer gives the account number to the operator, the operator makes a balance transfer inquiry and response using the inbound business terminal.

FIG. 12 shows a transaction flow in the case where a transfer business such as time deposit creation, cancellation, and type change is performed in telephone banking. The customer calls the dedicated dial,
The contractor number and telephone password are dialed in according to the instruction of the voice response device. Once the CTI has identified themselves by their numbers, the call is forwarded to the operator. When the customer informs the operator of the transfer transaction designation, transfer account, and amount, the operator inputs the information to the inbound business terminal. The accounting system confirms the account and fund from the information. Further, after the transaction content is read back to the customer by the voice response device, the customer is notified of the receipt number. Thereafter, the accounting system performs a transfer transaction and also issues a deposit / withdrawal slip sent to the customer.

As described above, in transactions involving deposits and withdrawals, after the details of the transaction are entered by the operator, the voice response device repeats the transaction for confirmation to the customer.

FIG. 13 shows a flow in which the contents of the transaction are read back to the customer by the voice response device. When the operator inputs transaction details into the inbound business terminal, the repetition items (account number, amount, etc.) are written into the CTI. The voice response device reads out the repetition item recorded in the CTI and performs repetition. After confirming the repeat, the customer responds with a confirmation OK / NG. If the confirmation is OK, the customer is notified of the reception number, and confirmation N
If it is G, re-input is required. The repetition item in this case is
Depends on the type of transaction. If the customer responds with confirmation OK, the operator may not be able to make an input regarding the transaction in order to prevent fraud.

[0070]

The integrated call center according to the present invention
With the configuration described above, the system has made it possible to mutually transfer attribute information about a customer who is connected to a line between both outbound and inbound services.

For example, as a result of an outbound call for introducing or guiding a new financial product or service to a certain customer, if a transaction process involving transfer of funds from the customer's ordinary savings account is attempted, The attribute information of the customer read out or updated in the outbound business section can be quickly transferred to the inbound business section without temporarily disconnecting the call with the customer. is there.

Further, the integrated call center system according to the present invention makes it possible to transfer customer information between outbound and inbound business as described above,
In order to be able to execute processing involving the transfer of funds, such as telephone banking, a highly reliable security check was established without impairing the convenience of customers.

[Brief description of the drawings]

FIG. 1 shows an example of an overall view of an integrated call center system according to the present invention.

FIG. 2 shows types of business contents performed by an outbound call.

FIG. 3 shows an example of data and processing flow in business processing of an outbound call.

FIG. 4 shows types of business contents performed by an inbound call.

FIG. 5 shows an example of an operator group responsible for an inbound call and the order of arrival.

FIG. 6 shows an example of data items input in business processing of an inbound call and a control flow in the call center system caused by the data items.

FIG. 7 shows an example of a transfer destination group list specified.

FIG. 8 shows a flow until contractor information is stored in CTI via MCIF.

FIG. 9 shows a flow until a password is stored in a CTI.

FIG. 10 shows a flow of a transaction example when a transfer business is performed in telephone banking.

FIG. 11 shows a flow of a transaction example when a balance inquiry and a deposit / withdrawal statement inquiry business are performed in telephone banking.

FIG. 12 shows a flow of a transaction example when a transfer business such as time deposit creation, cancellation, and type change is performed in telephone banking.

FIG. 13 shows a flow in which the voice response device repeats the transaction content to the customer.

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Claims (16)

[Claims] 1. A telephone exchange unit for performing line connection and line exchange between an outside line telephone and an extension line telephone, a customer information database unit for centrally managing customer information, and various provisions based on the customer information. Outbound business processing means to support outbound business to guide products and services to customers, etc., and inbound business to support inbound business to process various inquiries, inquiries, consultations, or requested transactions accessed by customers. Processing means, connected to the telephone exchange means and the customer information database means, when transferring a telephone line with a customer to a desired department between the outbound business processing means and the inbound business processing means, Out of a plurality of business processing terminal devices constituting the business processing means, Financial business integrated call center system, characterized in that the customer information anda call integration control means for transferring via the communication line with respect to signature of the terminal device. 2. The integrated type as claimed in claim 1, wherein said inbound business processing means includes telephone banking processing means for processing based on information directly input from a pre-registered customer. Call center system. 3. The inbound business processing means automatically responds to a predetermined inquiry or inquiry from a customer,
3. The integrated call center system according to claim 2, further comprising a voice response device for assisting the information input method by the customer in telephone banking. 4. The inbound business processing means has a function of processing various inquiries, inquiries, or requested transactions input from a data processing device of a customer accessed from a public communication line via a predetermined communication network. The integrated call center system of claim 1 comprising: 5. Each of the business processing terminal devices includes a data input unit, a data display unit, a memory unit, a control unit, and a communication unit, and the customer information is a customer ID assigned to each customer. Based on the number, sent out from the customer information database means, displayed on the data display means in a predetermined format, and temporarily stored in the memory means,
2. The apparatus according to claim 1, wherein the customer information is transferred from the communication unit to a desired terminal device by a transfer operation of the telephone connection together with the history information newly input in the terminal device. The described integrated call center system. 6. The telephone connection and the transfer of customer information may be performed by inputting a predetermined extension number of each business group or a business ID number thereof, or by displaying an icon representing the business group displayed on the display means. 6. The integrated call center system according to claim 5, wherein the call is performed by a click operation. 7. A telephone number corresponding to each of the customer ID numbers is added to the customer information database, and when a caller's number is input at the time of telephone input from a customer, the caller ID is entered. Customer information of the customer ID number corresponding to the caller number is read from the customer information database means, and the customer information is displayed in the predetermined format on the data display means of the business processing terminal of the person in charge of receiving the call. 6. The integrated call center system according to claim 5, wherein the integrated call center system is configured to display. 8. The business group in each of the inbound business processing means is composed of a plurality of telephone devices and the business processing terminal device, and a line connection received from a customer is determined based on the use state and priority of the telephone device. 6. The integrated call center system according to claim 5, wherein when the telephone line to one service group is full, the call is received by another service group. 9. A telephone exchange unit for performing line connection and line exchange between an outside line telephone and an extension line telephone, a customer information database unit for centrally managing customer information, and various provided products based on the customer information And the outbound business processing means for guiding the customer to the service and the inbound business processing means for processing various inquiries, inquiries, consultations or requested transactions accessed by the customer. A call integration control unit for mutually transferring a telephone line with a customer together with the customer information, and the inbound business processing unit verifies confirmation information input by the customer when a line is received from the customer, When requesting a transaction business such as transfer, the password information input is verified, and the confirmation information and the password information are registered in advance. And a security check means for confirming the consistency with the call center system. 10. A voice response device for automatically responding to a predetermined inquiry or inquiry from a customer or assisting a method of inputting information by the customer in telephone banking, wherein the inbound business processing means is registered in advance. 10. The integrated call center system according to claim 9, further comprising telephone banking processing means for confirming the identity of the customer based on the information directly input from the customer and processing the requested item. 11. The inbound business processing means has a function of processing various inquiries, inquiries, request transactions, and the like input from a customer data processing device accessed from a public communication line via a predetermined communication network. The integrated call center system of claim 9 comprising: 12. The integrated call center system according to claim 10, wherein the confirmation information is a telephone security code and a contract number of the customer, and the security information is a deposit security code. 13. The integrated call center system according to claim 12, wherein the confirmation information further includes a confirmation password as a final confirmation of execution of the transaction. 14. The personal identification information, wherein a code selected and input in advance by the customer is encrypted based on a predetermined protocol, and stored in the customer information database means or the security check means. 14. The integrated call center system according to claim 12, wherein: 15. The integrated call center system according to claim 14, wherein the personal identification information input by the customer is configured to be input from an automatic teller machine. 16. The security check means comprises:
A voice identification unit that stores voice data of a plurality of customers registered in advance and determines based on the recorded voice data and the voiceprint characteristics of a voice signal of a customer input from a telephone during a transaction. 11. The integrated call center system according to claim 10, wherein the integrated call center system is used for confirming the identity of the customer.