JP2005323387A - Operating method of call center and device thereof - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enhance the operating efficiency of a call center and reduce the operating cost, by locating the operator of the call center serving customers even at a remote place, even when an outbound job is an object. <P>SOLUTION: A telephone set, capable of making calls via a public line, and a computer unit connectable with a wide-area network are placed in an at-home agent device 200 side. When service dealing with a customer is possible by using the telephone set, the remote operator at the at-home agent device 200 side performs a log-in operation to a Web server device 142 located at a remote place. Then in order to perform an outbound job, a call dialed by using a predictive dialer 130 and connected to the customer is connected to the telephone set and customer information, with respect to the connection, is transferred to the computer. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a remote agent system. In particular, even in the case of an outbound business, the call center operator who responds to a customer can be located at a remote location, improving the operation efficiency of the call center and reducing the operating cost. The present invention relates to a remote agent operation method that can be reduced, a remote agent device, and a computer-readable recording medium that records a computer program related to the remote agent device.

  With regard to outbound work for calls made to customers, for example, in Patent Document 1, the number of outgoing calls is appropriately set according to the situation, and the waiting time of the operator is effectively reduced to improve work efficiency. Technology is disclosed.

  In many cases, such outbound work and inbound work by a call received from a customer are operated by a plurality of call centers having a plurality of operators.

  Call center systems are roughly divided into inbound and outbound operations.

  The inbound business is a business that accepts telephone calls and the like from customers. In the inbound business, in addition to the telephone, FAX, electronic mail and the like are also accepted. Accordingly, an operator, a voice response device, a FAX device, an electronic mail related device, and the like are used.

  In Patent Document 2 and Patent Document 3, a technique is disclosed in which an operator of a call center that serves a customer can be arranged at a remote place in inbound work.

  Here, in the call center, in addition to PBX (Private Branch eXchange), various devices and devices such as a CTI device and a voice response device are used.

JP-A-8-46699 JP-A-6-291877 Japanese Patent Laid-Open No. 11-317817

  However, conventionally, there are the following problems. In other words, regardless of the size of the remote call center, from small-scale telecommuters to relatively large-scale ones with multiple operators, these technologies do not support outbound work, Is limited to inbound operations.

  Here, the outbound service is a call center service transmitted from the call center side. For the transmission, a predictive transmission function typified by predictive transmission and a preview transmission function for performing a transmission task according to the operator's intention after the operator confirms the other party to be transmitted are used.

  Predictive dialing is an automatic dialing based on information including a list of customers to be dialed, and sequentially dialing out while probabilistically predicting the availability of future operators to which the dialed call connects. . Therefore, the free time of the operator is shortened, and the efficiency with which the operator responds to the customer is improved.

  There is also a system that includes an inbound function that accepts only inbound calls from customers, and a blend function that can perform both the predictive call function and the inbound function. The business using this function is hereinafter referred to as a blend function business.

  The present invention has been made to solve the above-mentioned conventional problems, and even in the case of an outbound business, the call center operator who responds to the customer can be located at a remote place, and the operational efficiency of the call center is improved. It is an object to provide a remote agent system capable of improving and reducing operating costs.

  First, the remote agent operating method according to the first invention of the present application is to place a telephone capable of making a call via a public line and a computer device connectable to a wide area network on the remote agent side, and using the telephone. If the customer is available, the remote operator on the remote agent side logs in to the remote web server device, and then uses an automatic dialer device to perform outbound work. The call originating from and connected to the customer is connected to the telephone, the customer information relating to the connection is transferred to the computer device, and the customer information is displayed to the remote operator. Is a solution.

  In the remote agent operating method, the remote agent side downloads a program operating on the computer device used for the login operation and display of the customer information from the web server device side, For example, the capacity of the hard disk device for storing these programs is not required, and it is not necessary to manage the updating of these programs. Such downloading can also be performed from a web server device or the like via the Internet or via a route such as another WAN (Wide Area Network). In such a download, a general browser program such as “Internet Explorer” manufactured by Microsoft Corporation of the United States may be used on the computer side of the remote agent.

  Next, the remote agent device according to the second invention of the present application makes a call using a dialer device to perform an outbound operation, and a remote operator on the remote agent side responds to a customer via a public line. In order to perform the response, the telephone is used to log in to the remote web server device, and is used to receive and display customer information about the customer from the remote location. A computer device that can be connected to a wide area network is installed on the remote agent side to solve the above problem.

  Further, in the remote agent device, a voice call interface device for connecting the telephone to the public network, which is built in the computer device, and a transmission to a customer connected to the voice call interface device. Integrating a device installed on the remote agent side, realized by a microphone device used for talking and a headset attached to the remote operator's head having a speaker device used for receiving a call from a customer As a result, installation space can be saved, and work at the time of device installation on the remote agent side, such as connection between devices such as a telephone and an operator terminal, can be reduced.

  In the remote agent device, when the telephone is an Internet telephone, for example, a PBX (Private Branch eXchange) connected to a customer or an exchange such as a local exchange and the remote agent side are always connected. Thus, the call charge between these exchanges and the remote agent side can be reduced.

  Next, in the remote agent operating method according to the third invention of the present application, a telephone capable of making a call via a public line and a computer device connectable to a wide area network are arranged on the remote agent side, and the telephone is used. If the customer can respond, the remote operator on the remote agent side logs in to the web server device and the predictive dialer control unit at the remote location, and the predictive dialer control unit logs in. The communication line connected to the telephone of the remote agent that made the request and the exchange on the office side are connected, and then the call made by using an automatic dialer device and connected to the customer is performed on the telephone in order to perform an outbound operation. And customer information regarding the connection to the computer device. Transferred to, by the said customer information to be displayed to the remote operator, it is obtained by solving the above problems.

  In the remote agent operating method, a program operating on the computer device used for the login operation and displaying the customer information is downloaded from the web server device side.

  Alternatively, in the remote agent operation method, the database management device is provided in the facility on the outbound business use company side.

  Further, in the remote agent operating method, the web server device and the predictive dialer control unit are provided in the facility specializing in the call center operation.

  Next, the remote agent device according to the fourth invention of the present application uses a dialer device to perform outbound work, and a remote operator on the remote agent side sends a call to a customer via a public line. In order to deal with the telephone for responding, the web server device and the predictive dialer control unit at a remote location are logged in, and the predictive dialer control unit transmits the remote request to the login request. A computer device connectable to a wide area network, which is used to connect a communication line connected to an agent's telephone and an office-side exchange and receive and display information about a corresponding customer from a remote location; By installing it on the remote agent side, Is that persists.

  In the remote agent device, a database management device is provided in the facility on the outbound business use company side.

  Further, in the remote agent device, the web server device and the predictive dialer control unit are provided in the facility specializing in call center management.

  Furthermore, the computer-readable recording medium of the fifth invention of the present application provides a computer-readable recording medium in which a computer program for realizing the remote agent device of the second invention or the fourth invention is recorded. The problem is solved.

  In the first to fifth inventions described above, the wide area network is not limited to a general WAN. In other words, any network that connects devices on different premises may be used. For example, a network that connects devices in different premises where different private branch exchanges are arranged. Therefore, such a wide area network of the present invention includes a network using a dedicated line, a network using a public data circuit, a network using the Internet, and a network where these are mixed.

  As a remote call center device according to a modification of the present invention, a private branch exchange, a telephone connected to the private branch exchange, and an operator terminal operated by a human operator are prepared for each of the call centers, via a wide area network. It is also conceivable to solve the above-mentioned problem by making it possible to simultaneously make a call for each of the plurality of call centers from one automatic dialer device. The private branch exchange includes a PBX.

  The operation of the present invention will be briefly described below.

  In the present invention, a telephone capable of making a call via a public line and a computer device connectable to a wide area network are arranged on the remote agent side. The computer device may be a so-called personal computer. In the present invention, it is not always necessary to place an exchange such as PBX in a place where the remote agent side is located.

  Then, when the customer can be handled using the telephone, the remote operator on the remote agent side performs a login operation to the web server device at the remote location. This customer is an operator's counterpart who is the target of outbound work. A remote location is a location that is at least different from the location where the remote agent is located. The web server device can provide information to the computer device on the remote agent side via the Internet or by another route such as WAN. When obtaining such information, the computer device may use a general browser program such as “Internet Explorer” manufactured by Microsoft Corporation.

  Thereafter, in order to perform an outbound operation, a call that is transmitted using an automatic dialer device and connected to a customer is connected to a telephone on the remote agent side. At the same time, the customer information related to the connection is transferred to the computer device on the remote agent side, and the customer information is displayed to the remote operator. As the automatic dialer device, a device that realizes a preview transmission function or a device that realizes predictive transmission may be used. In addition, the connection with the customer is performed by an exchange such as a PBX or a local exchange. For example, in an embodiment to be described later, an exchange such as the PBX 116 or the local exchange 172 is used.

  Therefore, according to the present invention, even when an outbound business is targeted, it is possible to arrange a call center operator who responds to a customer at a remote location, and to improve the operation efficiency of the call center and reduce the operation cost. .

  The agent in the present invention is a composite of an operator and equipment used by the operator. In the present invention, the remote agent is an agent located at a different location from the exchange such as PBX or office side exchange connected to the customer. Accordingly, the remote agent includes not only a home agent at a location different from the exchange such as the PBX 116 or the office side exchange 172, but also an agent of a remote call center 110 as in the embodiment described later. .

  As described above, according to the present invention, even when an outbound business is targeted, it is possible to arrange a call center operator who responds to a customer at a remote location, thereby improving the operation efficiency of the call center and reducing the operation cost. A remote agent system can be provided.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  In the first to fourth embodiments described below, the PBX 116 connects a call that has been sent to a customer and responded to the customer in an outbound operation to either the call center 110 side or the home agent device 200 side. . In the fifth to seventh embodiments described below, the central exchange 172 connects the call having such a response to the home agent device 200 side.

  For example, in CBR (Carrier Based Routing), an incoming call that occurs is distributed to the call center according to a predetermined distribution rule by a switch in a public line according to a predetermined fixed ratio between call centers. Furthermore, a function for controlling such distribution is provided by a person who operates a public network and provides it to an outsider, for example, a general company that operates or uses a call center. ing. Although the present invention is not limited to this, for example, SS7, UDP / IP, X. There are standard protocols such as 25.

  Further, such processing by a protocol relating to a public network is a kind of network service. A person who wants to control distribution makes an inquiry to the network service, and makes a notification specified for the network service according to the result. As a result, the final destination can be determined. The fifth to seventh embodiments described below use such a network service. A node for a person who intends to use the network service to access the network service is also called an SCP (Service Control Point).

  Note that the home agent device 200 does not exist in the first embodiment and the third embodiment described below. Therefore, in the following description, in the first and third embodiments, the home agent device 200 is configured by the telephone 112 and the operator terminal 114 that are used by the operator (remote operator) of the call center 110 at a remote location. It is assumed that it is replaced with what is done.

  FIG. 1 is a block diagram showing the configuration of the first embodiment to which the present invention is applied.

  In this figure, the two call centers 110 are both capable of outbound work using the predictive dialer device 130. The number of call centers 110 is not limited to two, and more call centers 110 may be provided.

  Further, all of these call centers 110 are provided at a base different from the predictive dialer device 130. Therefore, both are remote agents.

  Alternatively, the predictive dialer device 130 may be provided at the same base as any one of the call centers 110. In this case, other than the call center 110 becomes a remote agent.

  In this figure, in the call center 110, a telephone 112 and an operator terminal 114 are arranged for each operator. The telephone 112 is connected to the public network 101 via the PBX 116. The telephone 112 is connected to the customer's telephone through the public network 101. The operator terminal 114 can also be realized by a personal computer, for example.

  Further, in this figure, □ indicates a connection device for connecting networks. All operator terminals 114 and PBXs 116 are connected to a LAN (Local Area Network) 18 installed in each call center 110. Each LAN 118 is connected to the WAN 150 by the connection device described above.

  Therefore, the predictive dialer device 130 can exchange information with the PBX 116 via the WAN 150 and the LAN 118 of each call center 110. Specifically, predictive dialer device 130 can obtain necessary information from PBX 116. Further, the predictive dialer device 130 can send predetermined command information to the PBX 116, thereby controlling the operation of the PBX 116.

  FIG. 2 is a block diagram showing a configuration of the predictive dialer device 130 used in the present embodiment.

  As illustrated, the predictive dialer device 130 includes a predictive dialer control unit 131 and a database management device 140. The predictive dialer control unit 131 includes a CTI (Computer Telephony Integration) control device 33, a pacing control device 135, and a management control device 137.

  When there is an incoming call from a customer in an inbound service, the CTI control device 133 controls the PBX 116 to distribute the incoming call to the operator. At this time, control is performed to send necessary information related to the incoming call from the database management device 140 to the operator terminal 114 of the corresponding operator.

  Furthermore, the CTI control device 133 has a function related to outbound work. That is, the CTI control device 133 controls dialing and the like in the transmission of the PBX 116 when the pacing control device 135 performs predictive transmission (predictive transmission). In addition, in such a predictive transmission, information including a list of customers to be transmitted is sequentially obtained from the database management device 140 when dialing.

  FIG. 3 is a block diagram showing the configuration of the second embodiment to which the present invention is applied.

  In the present embodiment, a home agent device 200 and a web server device 142 are added to the first embodiment described above. About others, it is the same as that of 1st Embodiment.

  In this figure, the two call centers 110 are both capable of outbound work using the predictive dialer device 130. The number of call centers 110 is not limited to two, and more call centers 110 may be provided.

  Further, all of these call centers 110 are provided at a base different from the predictive dialer device 130. Therefore, both are remote agents.

  Alternatively, the predictive dialer device 130 may be provided at the same base as any one of the call centers 110. In this case, other than the call center 110 becomes a remote agent.

  Furthermore, in this embodiment, the home agent device 200 is a kind of remote agent, and basically one operator such as a telecommuter is used as a remote operator. However, you may make it target several people.

  The operator terminal 114 included in the home agent device 200 of the present embodiment uses a so-called browser program. For example, a browser program such as “Internet Explorer” manufactured by Microsoft Corporation is used. Further, the operator terminal 114 does not have a built-in program used for login operation and display of the customer information. These programs are downloaded from the web server device 142 on the management control device side each time they are executed. Accordingly, the home agent device 200 does not need to store the programs, for example, the capacity of the hard disk device, and does not need to manage the updating of these programs.

  FIG. 4 is a block diagram showing a configuration of a first example of the home agent device 200.

  The home agent device 200 of the first example has a TA (Terminal Adapter) device 202 in addition to the telephone 112 and the operator terminal 114 used by the operator. The TA device 202 is a connection device for connecting to the public network 101 by an INS 64 provided by NTT (registered trademark), which is a domestic telecommunications carrier. In the home agent device 200 of the first example, the TA device 202 is used for the telephone call 112 using the public network 101. The operator terminal 114 is connected to the WAN 150 by connecting to a predetermined access point via the public network 101 using the TA device 202. The operator terminal 114 using such a TA device 202 may be connected to the WAN 150 via the Internet.

  FIG. 5 is a block diagram showing the configuration of the second example of the home agent device 200.

  The home agent device 200 of the second example has a TA device 202 in addition to the telephone 112 and the operator terminal 114 used by the operator. In the home agent device 200 of the second example, the operator terminal 114 is connected to a predetermined access point via the public network 101 by the TA device 202 in the same manner as the home agent device 200 of the second example, and so on. Connect to. However, in the home agent device 200 of the second example, the telephone 112 uses the public network 101 to make a call by directly connecting to the public network 101 without using the TA device 202.

  FIG. 6 is a block diagram showing the configuration of the third example of the home agent device 200.

  In the home agent device 200 of the third example, the TA device 202 is provided in the operator terminal 114. The operator terminal 114 can be realized by a personal computer, for example. Further, in addition to the data communication interface device 220 used for data communication of the operator terminal 114 using the TA device 202, a voice call interface device 210 for realizing the telephone 112 is provided. An operator uses a microphone device 214 and a speaker device 216 configured as a headset 212 worn on the operator's (user's) head like a headphone, transmits a voice by the microphone device 214, and receives a voice by the speaker device 216. In this way, a call is made to the customer. Further, in the home agent device 200 of the third example, similarly to the home agent device 200 of the first example described above, a telephone call used by the operator through the public network 101 and connection of the operator terminal 114 to the WAN 150 Uses the TA device 202.

  FIG. 7 is a block diagram showing the configuration of the third embodiment to which the present invention is applied.

  In the present embodiment, a part of the predictive dialer device 130 included in the first embodiment described above is configured as a predictive dialer engine 146 and provided in each call center 110.

  FIG. 8 is a block diagram showing the configuration of the predictive dialer engine 146 used in this embodiment.

  As shown in the figure, the predictive dialer engine 146 is controlled by the CTI control unit 133, the pacing control unit 135, and the database management unit 140 other than the management control unit 137, which is included in the predictive dialer unit 130. It is composed. The management control device 137 is provided separately from the predictive dialer engine 146.

  FIG. 9 is a block diagram showing the configuration of the fourth embodiment to which the present invention is applied.

  In the present embodiment, a home agent device 200 and a web server device 142 are added to the third embodiment described above. The web server device 142 and the management control device 137 are connected to the LAN 152. The LAN 152 is connected to the WAN 150. About others, it is the same as that of 3rd Embodiment.

  The web server device 142 is installed together with the management control device 137, so that the management of these can be unified. For example, it is possible to unify various types of management such as updating a program for controlling these and updating a program downloaded to the operator terminal 114 provided in the web server device 142. However, the web server device 142 may be provided on the call center 110 side as shown by the broken line 42 in FIG.

  The home agent device 200 is a kind of remote agent, and basically one operator such as a telecommuter is a remote operator. However, you may make it target several people.

  The operator terminal 114 included in the home agent device 200 of the present embodiment uses a so-called browser program. For example, a browser program such as “Internet Explorer” manufactured by Microsoft Corporation is used. Further, the operator terminal 114 does not have a built-in program used for login operation and display of the customer information. These programs are downloaded from the web server device 142 on the management control device side each time they are executed. Accordingly, the home agent device 200 does not need to store the programs, for example, the capacity of the hard disk device, and does not need to manage the updating of these programs.

  FIG. 10 is a block diagram showing a signal flow for explaining the operation of the first to fourth embodiments described above.

  In this figure, a one-dot chain line indicates a voice call connection for dealing with the customer 103. In addition, the two-dot chain line indicates a signal flow related to control for establishing and maintaining such a call and providing information regarding the customer 103 to the operator during such a call. The operator terminal reception screen 114a is a screen displayed on the operator terminal 114, and is a screen as shown in FIGS.

  Next, FIG. 11 is a diagram showing a login screen in these embodiments. FIG. 12 is a diagram showing a first reception screen in these embodiments. FIG. 13 is a diagram showing a second reception screen in these embodiments. FIG. 14 is a diagram showing a contact history screen in these embodiments. FIG. 15 is a diagram showing a contact result screen in these embodiments.

  11 to 15, a dashed-dotted line rectangle is a display of push buttons on the screen that can be pushed by a position instruction and a click operation by a mouse that is a pointing input device. A broken-line rectangle is an area for displaying input characters. Or the rectangle of a broken line is an area | region which displays the information already input, such as the information regarding a customer. Note that a mouse and a keyboard are connected to the operator terminal 114 as input means used by the operator.

  Hereinafter, the operation of the first to fourth embodiments will be described with reference to FIGS.

  First, in these embodiments, in the login by the operator terminal 114 of the home agent device 200, the items listed below are performed in the order listed.

    A. Home agent login process.

        A1. An operator (remote operator) of the home agent device 200 activates a browser program on the operator terminal 114 of the home agent device 200. Then, the web server device 142 is accessed. A program for displaying the login screen, which is one of the web application programs 144 in the web server device 142, by operating the login screen shown in FIG. 11 to be displayed in the browser program. Download and then launch. Note that such access of the operator terminal 114 to the web server device 142 may be performed via the Internet or may be performed via a route of another WAN 150.

        A2. Then, the operator of the home agent device 200 makes a login request to the predictive dialer control unit 131 via the Internet or by another route of the WAN 150 using the screen illustrated in FIG. 11 displayed on the operator terminal 114. .

        A3. The predictive dialer control unit 131 registers the home agent device 200 that has made the login request.

        A4. The operator terminal 114 of the home agent device 200 that has made the login request displays a reception screen as shown in FIG. 12 or FIG. 13 via the Internet or by another WAN 150 route. A program for displaying the reception screen, which is one of the web application programs 144 in FIG. Then, the reception screen is displayed on the corresponding operator terminal 114.

  Next, in these embodiments, in the predictive call processing relating to the home agent device 200, the items listed below are performed in the order listed.

    B. Predictive call processing.

        B1. The predictive dialer control unit 131 requests outgoing data from the database management device 140.

        B2. The database management device 140 transmits the transmission data requested from the predictive dialer control unit 131 to the predictive dialer control unit 131.

        B3. Predictive dialer control unit 131 issues a transmission command to PBX 116.

  Furthermore, in these embodiments, in the connection process between the home agent device 200 and the customer 103, the items listed below are performed in the order listed.

    C. Connection process with home agent.

        C1. The PBX 116 transfers the call answered by the customer 103 to the telephone 112 of the home agent device 200.

        C2. The PBX 116 transmits response information to the CTI control device 133.

        C3. The CTI control device 133 transmits response information to the database management device 140.

        C4. Based on the response information, the database management device 140 searches a database managed by the database management device 140 to obtain customer information. Then, the response of the customer 103 by the program for displaying the reception screen, which is one of the web application programs 144 in the web server device 142, via the Internet or through another WAN 150 route. Notify status and customer information.

        C5. The home agent device 200 side can display customer information on the reception screen as shown in FIG. 13 via the Internet or by another WAN 150 route. Furthermore, when the operator performs a predetermined operation, a screen as shown in FIG. 14 or 15 can be displayed on the operator terminal 114 of the operator. The screen shown in FIG. 14 can be displayed by pressing the “contact history” button, which is illustrated by the alternate long and short dash line in FIG. 12 or FIG. 13, and the screen shown in FIG. 15 can be displayed by pressing the “contact result” button. Can be displayed.

  As described above, according to these embodiments, the present invention can be effectively applied. Therefore, even when an outbound business is targeted, it is possible to arrange a call center operator who responds to a customer at a remote location, and to improve the operation efficiency of the call center and reduce the operation cost.

  FIG. 16 is a block diagram showing the configuration of the fifth embodiment to which the present invention is applied.

  In the present embodiment, and in the sixth and seventh embodiments described later, the carrier-side equipment 170 is included in the public network. Further, the office side switch 172 of the carrier side equipment 170 exchanges line connections in the public network.

  In the present embodiment, the carrier-side equipment 170 included in the public network is configured to have a function part related to the predictive dialer device 130 described above. That is, in the carrier-side facility 170, the predictive dialer control unit 131 and the database management device 140 are configured, and the web server device 142 is configured.

  In the carrier side equipment 170, the network 154 connecting the office side exchange 172 and the like is a predetermined network such as a LAN.

  FIG. 17 is a block diagram showing the configuration of the sixth embodiment to which the present invention is applied.

  In the present embodiment, the carrier-side equipment 170 included in the public network is configured to have a function part related to the predictive dialer device 130 described above. That is, in the carrier side equipment 170, the predictive dialer control unit 131 and the web server device 142 are configured. Further, the database management device 140 is provided in the user company facility 180.

  Here, the above-mentioned user enterprises are enterprises that use outbound business, and are enterprises that provide various services to customers through outbound business.

  In the present embodiment, by providing the database management device 140 in the user company facility 180, the user company can easily update the database management device 140. For example, at the time of predictive transmission, information stored in the database management apparatus 140 including a list of customers 103 to be transmitted can be easily updated.

  In the user company side equipment 180, the network 156 connecting the database management device 140 and others is a predetermined network such as a LAN.

  FIG. 18 is a block diagram showing the configuration of the seventh embodiment to which the present invention is applied.

  In the present embodiment, the network service as described above is used to control the distribution in the central office switch 172 from the call center management specialized company side equipment 182. That is, the call center management specialist company side equipment 182 is used to deliver a call that has been answered by the customer 103 and received the response of the customer 103 to the telephone 112 of the appropriate home agent device 200 using such a network service. This is performed by the predictive dialer control unit 131.

  Here, the above-mentioned call center management specialist company is entrusted with outbound work and performs these work. The call center management specialist company has facilities and operators for performing such operations, and the above-described outbound business user company performs various services on behalf of customers.

  In the present embodiment, the function relating to the predictive dialer device 130 described above is configured in the call center management specialized company-side facility 182. That is, in the call center management specialized company side equipment 182, the predictive dialer control unit 131 and the web server device 142 are configured. Further, the database management device 140 is provided in the user company facility 180.

  In the present embodiment, by providing the database management device 140 in the user company facility 180, the user company can easily update the database management device 140. For example, at the time of predictive transmission, information stored in the database management apparatus 140 including a list of customers 103 to be transmitted can be easily updated.

  Furthermore, the configuration for providing the outbound business and the inbound business is provided in the call center management specialized company side facility 182. Therefore, the call center management company can utilize the know-how to maintain the facilities for these operations.

  Note that the network 158 connecting the predictive dialer control unit 131 and others in the call center management specialized company side equipment 182 is a predetermined network such as a LAN.

  Further, the network 158 is connected to the above-described node called SCP in the carrier-side equipment 170, thereby accessing the office-side exchange 172 by the network service as described above. By this access, the predictive dialer control unit 131 of the call center management specialized company side equipment 182 controls the transmission and switching of the central office switch 172.

  FIG. 19 is a block diagram showing a signal flow for explaining the operation of the fifth to seventh embodiments.

  As shown in this figure, the central office exchange 172 includes a transmission control unit 174 and a switching control unit 176. The transmission control unit 174 and the switching control unit 176 are controlled from the predictive dialer device 130 side by the network service related to the public network 101 as described above.

  In this way, controlled by the network service, the transmission control unit 174 makes a call to the line of the telephone 112 of the home agent device 200, and places the line in a standby state as shown by a one-dot chain line J1 in the figure. Also, controlled by the network service in this way, the outgoing call control unit 174 sends the call to the telephone line of the customer 103, and places the line in a standby state as shown by a one-dot chain line J2 in the figure. Then, the switching control unit 176 connects these standby lines as shown by a one-dot chain line J3 in the figure by such a network service.

  Hereinafter, the operation of the fifth to seventh embodiments will be described with reference to FIG. 19 and FIGS. 11 to 15 described above.

  First, in these embodiments, in the login by the operator terminal 114 of the home agent device 200, the items listed below are performed in the order listed.

    D. Home agent login process.

        D1. An operator (remote operator) of the home agent device 200 activates a browser program on the operator terminal 114 of the home agent device 200. Then, the web server device 142 is accessed. A program for displaying the login screen, which is one of the web application programs 144 in the web server device 142, by operating the login screen shown in FIG. 11 to be displayed in the browser program. Download and then launch. Note that such access of the operator terminal 114 to the web server device 142 may be performed via the Internet or may be performed via a route of another WAN 150.

        D2. Then, the operator of the home agent device 200 makes a login request to the predictive dialer control unit 131 via the Internet or by another route of the WAN 150 using the screen illustrated in FIG. 11 displayed on the operator terminal 114. .

        D3. The predictive dialer control unit 131 places the communication line connected to the telephone 112 of the home agent device 200 that has made the login request and the office side switch 172 in a connected state.

        D4. The operator terminal 114 of the home agent device 200 that has made the login request displays a reception screen as shown in FIG. 12 or FIG. 13 via the Internet or by another WAN 150 route. A program for displaying the reception screen, which is one of the web application programs 144 in FIG. Then, the reception screen is displayed on the corresponding operator terminal 114.

  Next, in these embodiments, in the predictive call processing relating to the home agent device 200, the items listed below are performed in the order listed.

    E. Predictive call processing.

        E1. The predictive dialer control unit 131 requests outgoing data from the database management device 140.

        E2. The database management device 140 transmits the transmission data requested from the predictive dialer control unit 131 to the predictive dialer control unit 131.

        E3. The predictive dialer control unit 131 issues a transmission command to the local exchange 172.

  Furthermore, in these embodiments, in the connection process between the home agent device 200 and the customer 103, the items listed below are performed in the order listed.

    F. Connection process with home agent.

        F1. The central office switch 172 distributes the call answered by the customer 103 to the communication line connected to the telephone 112 of the home agent device 200. At this time, the customer 103 and the telephone 112 of the home agent device 200 are in a call state.

        F2. The central exchange 172 transmits response information to the CTI control device 133 in the predictive dialer control unit 131.

        F3. The CTI control device 133 transmits response information to the database management device 140.

        F4. Based on the response information, the database management device 140 searches a database managed by the database management device 140 to obtain customer information. Then, the response of the customer 103 by the program for displaying the reception screen, which is one of the web application programs 144 in the web server device 142, via the Internet or through another WAN 150 route. Notify status and customer information.

        F5. On the home agent device 200 side, the operator confirms the connection with the customer 103 by the connection sound from the central office exchange 172, and then the customer information as shown in FIG. 13 via the Internet or by another WAN 150 route. Can be displayed on the reception screen. Furthermore, when the operator performs a predetermined operation, a screen as shown in FIG. 14 or 15 can be displayed on the operator terminal 114 of the operator.

  As described above, according to these embodiments, the present invention can be effectively applied. Therefore, even when an outbound business is targeted, it is possible to place a call center operator who responds to the customer 103 at a remote location, thereby improving the operation efficiency of the call center and reducing the operation cost.

  According to the present invention, the call center can be efficiently operated, and the operation cost can be reduced.

The block diagram which shows the structure of 2nd Embodiment to which this invention was applied. The block diagram which shows the structure of the predictive dialer apparatus used by the said embodiment. The block diagram which shows the structure of 3rd Embodiment to which this invention was applied. The block diagram which shows the structure of the 1st example of the home agent apparatus used by the said 3rd Embodiment. The block diagram which shows the structure of the 2nd example of the home agent apparatus used by the said 3rd Embodiment. The block diagram which shows the structure of the 3rd example of a home agent apparatus used by the said 3rd Embodiment. The block diagram which shows the structure of 4th Embodiment to which this invention was applied. The block diagram which shows the structure of the predictive dialer engine used in the said 4th Embodiment. The block diagram which shows the structure of 5th Embodiment to which this invention was applied. The block diagram which shows the flow of the signal for demonstrating the effect | action of the said 1st-5th embodiment. The diagram which shows the login screen in the said 1st-5th embodiment. A diagram showing a first reception screen in the first to fifth embodiments A diagram showing a second reception screen in the first to fifth embodiments The diagram which shows the contact history screen in the said 1st-5th embodiment. The diagram which shows the contact result screen in the said 1st-5th embodiment. The block diagram which shows the structure of 6th Embodiment to which this invention was applied. The block diagram which shows the structure of 7th Embodiment to which this invention was applied. The block diagram which shows the structure of 8th Embodiment to which this invention was applied. The block diagram which shows the flow of the signal for demonstrating the effect | action of the said 5th-8th embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 101 ... Public network 103 ... Customer 110 ... Call center 112 ... Telephone 114 ... Operator terminal 116 ... PBX
118, 152 ... LAN
DESCRIPTION OF SYMBOLS 130 ... Predictive dialer apparatus 131 ... Predictive dialer control part 133 ... CTI control apparatus 135 ... Pacing control apparatus 137 ... Management control apparatus 140 ... Database management apparatus 142 ... Web server apparatus 144 ... Web application program 146 ... Predictive Dialer engine 150 ... WAN
154, 156, 158 ... Network 170 ... Carrier side equipment 172 ... Office side switch 174 ... Transmission control unit 176 ... Switching control unit 180 ... User company side equipment 182 ... Call center management specialist company side equipment 200 ... Home agent device 202 ... TA device 210 ... Voice call interface device 212 ... Headset 214 ... Microphone device 216 ... Speaker device 220 ... Data communication interface device

Claims (13)

A telephone that can make a call via a public line and a computer device that can be connected to a wide area network are located on the remote agent side.
When it is possible to respond to the customer using the telephone, the remote operator on the remote agent side logs in to the web server device and the predictive dialer controller at the remote location,
Register the remote agent that made the login request in the predictive dialer control unit,
After this, in order to perform outbound work, the call that was made using the automatic dialer device and connected to the customer was connected to the telephone,
A remote agent operating method characterized in that customer information relating to the connection is transferred to the computer device and the customer information is displayed to the remote operator. The remote agent operation method according to claim 1,
A remote agent operating method, wherein a program operating on the computer device used for the login operation and the display of the customer information is downloaded from the web server device side. A telephone for dialing out a dialer device to perform outbound work, and a remote operator at the remote agent side to answer the customer via the public line;
In order to perform the response, the web server device and the predictive dialer control unit at a remote location are logged in and used to register in the predictive dialer control unit. A computer device that can be connected to a wide area network and used to receive and display from
A remote agent device that is installed on the remote agent side. The remote agent device according to claim 3, wherein the telephone is built in the computer device.
A voice call interface device for connecting to a public network;
A microphone device used for transmitting to a customer connected to the voice call interface device, and a headset attached to the head of the remote operator having a speaker device used for receiving a call from the customer. A remote agent device. The remote agent device according to claim 4, wherein
A remote agent device, wherein the telephone is an Internet telephone. A telephone that can make a call via a public line and a computer device that can be connected to a wide area network are located on the remote agent side.
When it is possible to respond to the customer using the telephone, the remote operator on the remote agent side performs login operation to the web server device and the predictive dialer control unit in the remote place,
The predictive dialer control unit connects the communication line connected to the telephone of the remote agent that made the login request and the exchange on the office side, and after that, uses the automatic dialer device to make a call by using the automatic dialer device A call connected to the telephone, and
A remote agent operating method characterized in that customer information relating to the connection is transferred to the computer device and the customer information is displayed to the remote operator. The remote agent operation method according to claim 6, wherein
A remote agent operating method, wherein a program operating on the computer device used for the login operation and the display of the customer information is downloaded from the web server device side. The remote agent operation method according to claim 6, wherein
A remote agent operating method characterized in that a database management device is provided in an equipment for a company using an outbound business. The remote agent operation method according to claim 8, wherein
A remote agent operation method characterized in that a web server device and a predictive dialer control unit are provided in a facility specializing in a call center operation. A telephone for dialing out a dialer device to perform outbound work and a remote operator at the remote agent side responding to the customer via the public line;
In order to cope with this, a login operation is performed on the web server device and the predictive dialer control unit at a remote location, and the predictive dialer control unit communicates with the telephone of the remote agent that has made the login request. And a computer device that can be connected to a wide area network, and is used to receive and display information about a corresponding customer from a remote location.
A remote agent device that is installed on the remote agent side. The remote agent device according to claim 10, wherein
A remote agent device characterized in that a database management device is installed in the facility on the side of an enterprise that uses outbound business. The remote agent device according to claim 11, wherein
A remote agent device characterized in that a web server device and a predictive dialer control unit are provided in a facility specializing in a call center operation.   A computer-readable recording medium recording a computer program for realizing the remote agent device according to claim 3.

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