JP2012234269A - Customer support management system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a customer support management system which can efficiently examine contents stored in a CRM system and contents stored in a telephone conversation recording device.SOLUTION: A customer support management system comprises: telephone conversation information storage means for storing a plurality of pieces of telephone conversation information including telephone conversation voice data and a telephone conversation ID for each telephone conversation item; contact history storage means for storing a plurality of contact histories including a contact ID created for each telephone conversation item; customer attribute storage means for storing a plurality of pieces of customer attribute information including a customer ID; alert condition storage means for storing alert conditions including telephone conversation information and customer attribute information or a contact history; and alert monitoring means for searching the telephone conversation information storage means and the contact history storage means or searching the telephone conversation information storage means, the contact history storage means and the customer attribute storage means on the basis of the alert conditions to create an alert result identifying a contact history and telephone conversation information corresponding to the alert conditions.

Description

  The present invention relates to a customer correspondence in which a call recording device for recording a call with a customer by recording or the like and a CRM (Customer Relationship Management) system having a function of managing the relationship with the customer in a centralized manner by a database. The present invention relates to a management system, and more particularly, to a customer correspondence management system capable of extracting and specifying an action at the time of customer correspondence that may cause a problem such as a compliance violation.

  The CRM system is an information system in which a company centrally manages customer relationships in a database as customer information. The CRM system efficiently manages customer information organized as a database, as well as customer preferences and needs. It is used for the purpose of grasping. In the CRM system, customer attribute information such as the customer's name and age, and the contents of contact with the customer (including telephone correspondence) created as a daily report by the customer supporter are accumulated.

  On the other hand, the call recording device is a device for recording the voice of the conversation with the customer over the telephone as a history and storing / referring it. FIG. 12 is a diagram showing a configuration example of a customer correspondence management system in the prior art, that is, a configuration of a system including a general CRM system and a call recording device in the conventional example.

First, a system configuration related to the CRM system will be described.
The CRM system includes a CRM WEB server 211 (hereinafter referred to as WEB server 211) and a CRM database server 212 (hereinafter referred to as DB server 212) installed in the data center 210, and a general user PC 133 and an administrator PC 135 installed in a branch office 230 and the like. Etc. The WEB server 211 is a WEB server for accessing the CRM system from the network 140, and the DB server 212 is a database server for storing various data such as customer information stored in the CRM system.

  The WEB server 211 and the DB server 212 are connected to a base such as a branch 230 where a general user PC 133 and an administrator PC 135 using the CRM system are installed via the network 140. Various data stored in the DB server 212 of the CRM system can be accessed using a general user PC 133, an administrator PC 135, and the like connected to the WEB server 211 and the DB server 212. One or a plurality of such branches 230 exist.

Next, the call recording device 131 will be described.
A telephone call from the customer 66 is received by a CTI (Computer Telephony Integration) server 60 and connected to, for example, an IP (Internet Protocol) telephone 134 of a general user via the network 140. The content of the call with the user is recorded in the call recording device 131 by recording or the like via the network 140.
The call recording device 131 has a configuration independent of the above CRM system, and a call recording device 131 for managing call recording information is arranged in the branch 230 or the like.
In some cases, a backup center 220 connected to the network 140 may be provided with a center backup device 121 for backing up data of a plurality of call recording devices 131 installed at a plurality of branches.

In order to use the call recording data stored in the call recording device 131 and the center backup device 121, for example, each user connects to the call recording device 131 or the center backup device 121 via the network 140 from the user PC 133, and these calls are made. Call recordings recorded and stored in the recording device 131 or the like can be accessed. When connecting to a call recording device in the same branch, the connection may be made without going through the network 140.
Here, in the example of FIG. 12, the user PC 133 that accesses the CRM system and the call recording device 131 is shared and is configured to use a different system depending on each dedicated application software. A form of access is also conceivable.

  In the customer service management system as described above, an action that violates compliance at the time of customer service, for example, an NG word (prohibited term) that should not be used, such as “I will definitely make money”, is included. It is desirable that an administrator can manage whether or not a call is being made with a customer. However, in the conventional system, the contents accumulated in the CRM system and the call recording device cannot be examined in cooperation with each other, and the contents accumulated in the CRM system and the contents accumulated in the call recording device are separately examined. It was. For this reason, it has been difficult for an administrator to efficiently confirm whether or not an action such as a compliance violation has been performed.

  Patent Document 1 below discloses that a CRM system connected to a call recording management system for managing call voice history has a storage table for holding management data of the call recording management system in the CRM system. A technique that makes it possible to more easily refer to the voice of a call recording system is shown. However, the technique of Patent Document 1 cannot search by combining the content stored in the CRM system and the content of the call stored in the call recording device, but by linking the content stored in the CRM system and the call recording device. I can't check.

JP 2010-79887 A

As described above, in the conventional system, the contents accumulated in the CRM system and the call recording device cannot be examined in cooperation, and the contents accumulated in the CRM system and the contents accumulated in the call recording device are respectively It was difficult to efficiently check whether or not there was an action such as a compliance violation because it was being investigated separately.
An object of the present invention is to provide a customer correspondence management system capable of efficiently examining the contents accumulated in the CRM system and the contents accumulated in the call recording device.

In the present invention, by searching the content stored in the CRM system and the call content stored in the call recording device in combination, a customer-facing action that is likely to be a compliance violation or the like is extracted.
A typical configuration of the present invention is as follows. That is,
Call information storage means for storing a plurality of call information including call voice data and a call ID for specifying the call voice data for each call with a customer by telephone,
A contact history storage means for storing a plurality of contact histories including a contact ID for identifying the contact history, which is a contact history created by a customer-handler for each telephone call with the customer.
Customer attribute storage means for storing a plurality of customer attribute information including customer IDs for identifying customers for each customer;
Alert condition storage means storing alert conditions including at least part of the call information, at least part of the customer attribute information or at least part of the contact history;
Based on the alert condition stored in the alert condition storage means, the call information storage means and the contact history storage means are searched, or the call information storage means, the customer attribute storage means and the contact history storage means are searched. Alert monitoring means for identifying contact history and call information that match the alert condition, and creating an alert result including a contact ID of the identified contact history and a call ID of the identified call information;
A customer-facing management system.

  According to the present invention, it is possible to easily identify the contact history and call information that match the alert condition, and it is possible to more easily extract customer-facing actions that may be a violation of compliance.

It is an example of composition of a customer correspondence management system in an embodiment of the present invention. It is a functional block diagram of the customer correspondence management system in the embodiment of the present invention. It is a structural example of the customer attribute information in the embodiment of the present invention. It is an example of composition of customer person in charge information in an embodiment of the present invention. It is an example of composition of contact history in an embodiment of the present invention. It is a structural example of the call information in embodiment of this invention. It is a structural example of the alert condition in the embodiment of the present invention. It is a structural example of the alert result in embodiment of this invention. It is a structural example of the search menu screen in embodiment of this invention. It is a structural example of the alert condition input screen in embodiment of this invention. It is a structural example of the alert result screen in embodiment of this invention. It is a structural example of the customer correspondence management system in a prior art.

  A configuration example of a customer correspondence management system according to an embodiment of the present invention will be described with reference to FIG. FIG. 1 is a configuration example of a customer service management system according to an embodiment of the present invention. The customer service management system shown in FIG. 1 includes a data center 110, a backup center 120, a branch 130, and a CTI server 60. In FIG. 1, the configuration with the same reference numerals as in FIG. 12 is the same as the configuration in FIG. There are one or a plurality of branches 130. The branch 130 and the backup center 120 are different from the conventional example of FIG. 12 in that they include an alert monitoring device 132 and an alert monitoring device 122, respectively.

  The CRM system includes a CRM WEB server 111 (hereinafter referred to as WEB server 111) and a CRM database server 112 (hereinafter referred to as DB server 112) installed in the data center 110, a general user PC 133 and an administrator PC 135 installed in a branch office 130 and the like. Etc. The WEB server 111 is a WEB server for accessing the CRM system from the network 140, and the DB server 112 is a database server for storing various data such as customer information stored in the CRM system.

  Further, the WEB server 111 and the DB server 112 are connected via a network 140 to a base such as a general user PC 133 that uses a CRM system or a branch 130 where an administrator PC 135 is installed. Can access various data stored in the DB server 112 of the CRM system by using the general user PC 133 and the administrator PC 135 connected to the WEB server 111 and the DB server 112.

Next, the function of the customer correspondence management system in this embodiment will be described with reference to FIG. FIG. 2 is a functional block diagram of the customer correspondence management system in the present embodiment.
As shown in FIG. 2, the customer correspondence management system in this embodiment includes a customer information management means 10, a call recording means 20, an alert monitoring means 30, an input / output means 40, a telephone 50, and a CTI server 60. The mail transmission device 70 is provided.

First, the customer information management means 10 will be described.
The customer information management means 10 is mainly composed of a WEB server 111 and a DB server 112 of the CRM system, and transmits and receives data between the control means 11, the storage means 12, and the network 140 as shown in FIG. IF means 13 that is an interface unit.
The storage means 12 is constituted by a DB server 112 of the CRM system, and includes a customer attribute storage means 15, a customer clerk information storage means 16, a contact history storage means 17, an alert condition storage means 18, and an alert result storage means 19. And storage information storage means (not shown) and transaction information storage means (not shown). The custody information storage means stores custody assets from customers, and the transaction information storage means stores customer transaction history and the like.

  The customer attribute storage means 15 stores a plurality of customer attribute information for each customer. FIG. 3 shows a configuration example of the customer attribute information 151 in the present embodiment. As shown in FIG. 3, customer attribute information 151 includes a customer ID 15a such as a customer code for identifying a customer, a customer name 15b, a customer address 15c, a customer telephone number 15d, a customer age 15e, and a customer occupation. 15f, customer post 15g, customer gender 15h, customer contact ID 16a described later, and branch ID 16d described later. The customer attribute information 151 is created by, for example, a customer representative who is an operator of the general user PC 133 or the like from the input / output means 40 of the general user PC 133 or the like.

  The customer clerk information storage means 16 stores a plurality of customer clerk information related to the customer clerk for each customer clerk. FIG. 4 shows a configuration example of the customer contact information 161 in the present embodiment. As shown in FIG. 4, the customer contact information 161 includes a customer contact ID 16a for identifying a regular customer contact, a contact name 16b, and a call assigned to the customer contact person and used by the customer contact person. It includes a specified use telephone ID 16c and a branch ID 16d that specifies the branch to which the customer correspondent belongs, and associates the customer representative ID 16a with the use correspondent telephone ID 16c of the customer correspondent.

The contact history storage unit 17 stores, for example, a plurality of contact histories 171 created by a customer (general user) who handles a customer for each telephone call case with a customer. Here, the operator is a person who actually corresponds to the customer and does not necessarily match the above-mentioned regular customer representative.
FIG. 5 shows a configuration example of the contact history in this embodiment. As shown in FIG. 5, the contact history 171 includes a contact ID 17a for specifying the contact history, contact date / time information 17b indicating the date and time of calling with a customer, a call ID 25a to be described later, and a customer ID 15a for specifying a customer who has called. And a handler ID 17c for identifying a handler who has actually contacted the customer and created the contact history, a contact method 17d such as a telephone call or an interview, and a contact content 17e. The contact contents 17e include contents such as whether or not the contacted transaction case has been solved or not, in addition to the contents talked with the customer. The contact history 171 is created by an operator who is an operator of the general user PC 133 or the like from the input / output means 40 of the general user PC 133 or the like.

The alert (alarm) condition storage means 18 stores a plurality of alert conditions when the alert monitoring means 30 described later examines the contents of the storage means 12 of the customer information management means 10 and the storage means 22 of the call recording means 20. is there. FIG. 7 shows a configuration example of the alert condition 181 in the present embodiment. As shown in FIG. 7, the alert condition 181 is an alert condition ID 18a that identifies which alert condition, an alert condition title 18b that is the name of the alert condition, an alert condition creation date 18c, an alert condition creator 18d, It includes an alert notification designation date and time 18e, an alert notification method 18f, an alert notification destination 18g, and alert condition contents 18h.
The alert notification designation date and time 18e is the date and time when the alert monitoring means 30 (to be described later) acquires the alert result 191 (to be described later) when the alert result 191 is displayed on the input / output means 40, or the alert result 191 from the mail transmission device 70. This is for specifying in advance the date and time for sending the e-mail.

  The alert notification method 18f is for designating whether to display the alert result 191 on the input / output means 40 or to send an e-mail from the mail transmitting device 70. The alert notification destination 18g sends the alert result 191 to the e-mail. A destination at the time of transmission is designated, and for example, a mail address serving as a destination at the time of transmitting the alert result 191 as an electronic mail to a mail receiving device such as an administrator's mobile phone is stored.

As the alert condition contents 18h, the contents set in the customer attribute information 151 and the words and sentences existing in the call information 251 and the contact history 171 described later are set as keywords.
As described above, the alert condition content 18h includes at least a part of the contact history 171, at least a part of the customer attribute information 151, or at least a part of call information 251 described later. Is used to specify the call information 251 and the contact history 171 that match the alert condition content 18h.

Next, a configuration example of an alert condition input screen for inputting an alert condition will be described.
The alert condition input screen is selected by pressing an alert condition input button 95 on the search menu screen shown in FIG. FIG. 9 is a configuration example of a search menu screen in the present embodiment. In FIG. 9, 91 is a customer search button for searching for customer attribute information 151, 92 is a daily report, that is, a daily report creation button for creating a contact history 171, 93 is a daily report search button for searching for a contact history 171, Reference numeral 94 denotes a recording search, that is, a recording search button for searching the call information 251, 95 an alert condition input button for inputting the alert condition 181, and 96 an alert result search button for searching the alert result 191.
These search menu screen and alert condition input screen are displayed and input by the input / output means 40, that is, displayed or input to the general user PC 133 or the like via the WEB server 111. Operated by an operator.

FIG. 10 is a configuration example of the alert condition input screen in the present embodiment. In FIG. 10, 81 is an input unit for basic data of alert conditions, 82 is call recording data, that is, an input unit for alert condition contents relating to call information 251, 83 is an input part for alert condition contents relating to customer attribute information 151, and 84 is a contact. This is an input section for alert condition contents related to the history 171.
In the example of FIG. 10, among the basic data input unit 81, for example, “00001” can be input as the alert condition ID 18a and “XXX alert monitoring” can be input as the alert condition title 18b in the input unit 81a. In the input unit 81b, e-mail can be selected as the alert notification method 18f, and for example, “abcd...” That is a mail address can be input as the alert notification destination 18g.

Of the input unit 82 for the call information 251, the input unit 82a can be input with, for example, “Make a word” or “XXX company” as a call keyword (NG word) in the call voice data 25b described later. For example, “21: 0 to 24:00 (21: 00-24: 00)” is input to the input unit 82b, and “30 to 60”, for example, is input to the input unit 82c as the call time. Is possible.
Further, a call handler (organization designation) can be input to the input section 82d, a call handler (personal designation) can be input to the input section 82e, a call customer (organization designation) can be input to the input section 82f, and a call handler (organization designation) can be input to the input section 82g. Call customer (individual designation) can be entered.
As described above, when the call information 251 is input to the input unit 82, the input unit 82a, the input unit 82b, the input unit 82c, the input unit 82d, the input unit 82e, the input unit 82f, and the input unit. Call information 251 satisfying all of 82g is retrieved by the alert monitoring means 30 described later.

Of the input unit 83 of the customer attribute information 151, for example, "40-50" can be input as the customer age 15e in the input unit 83a, and for example, "40-50" can be input as the customer sex 15h in the input unit 83b. “Male” can be input, for example, “IT relation” can be input to the input unit 83c as the customer's occupation 15f, and “section manager” can be input to the input unit 83d as the customer's title 15g, for example. In the input unit 83e, for example, "XXX branch XX operator" can be input as a customer representative.
As described above, when the customer attribute information 151 is input to the input unit 83, the customer attribute information 151 that satisfies all the input units 83a to 83e is retrieved by the alert monitoring unit 30 described later.

Of the input unit 84 of the contact history 171, for example, “sales” can be input to the input unit 84 a as a contact purpose, and “son” can be input to the input unit 84 b as a contact partner, For example, “domestic stock” can be input to the input unit 84c as a product. A handler (organization designation) can be input to the input unit 84d, and a handler (personal designation) can be input to the input unit 84e. The contact purpose, contact partner, and product are recorded as the contact content 17e of the contact history 171, and the handler (personal designation) and the handler (organization designation) are recorded as the handler ID 17c.
As described above, when input is made to the input unit 84 of the contact history 171, the contact history satisfying all of the input unit 84 a, the input unit 84 b, the input unit 84 c, and the input unit 84 d and the input unit 84 e. 171 is retrieved by the alert monitoring means 30 described later.
After inputting all of the above input units or arbitrary items, the alert condition 181 is created by pressing the save button 85 and stored in the alert condition storage means 18.

The alert result storage means 19 stores a plurality of alert results. FIG. 8 shows a configuration example of the alert result 191 in the present embodiment. The alert result 191 is created by the alert monitoring unit 30 described later by searching the customer attribute storage unit 15, the contact history storage unit 17, and the call information storage unit 25 based on the alert condition 181.
As shown in FIG. 8, the alert result 191 includes an alert result ID 19a for specifying the alert result 191, an alert condition ID 18a of the alert condition 181 used to issue the alert result 191, an alert condition title 18b, and an alert result 191. The notified alert notification date and time 19b, the customer contact person ID 16a for identifying the authorized customer contact person, and the customer response person (actual operator) who created the contact history 171 that caused the alert result 191 to be issued are shown. The operator ID 17c, the customer ID 15a, the call ID 25a of the call information 251 that caused the alert result 191 to be issued, the contact ID 17a of the contact history 171 that caused the alert result 191 to be issued, and the date and time of the call with the customer Contact date and time information 17b indicating regular customers It includes a confirmed flag 19c indicating whether the person in charge has confirmed the alert result 191 or not.
The confirmed flag 19c is set by the authorized customer staff from the input / output means 40 such as the general user PC 133 when the authorized customer staff confirms the alert result 191.
The alert result 191 may include call date / time information such as the call start date / time information 25c and the call end date / time information 25d. In this way, the call information 251 can be searched based on the call date and time information, and convenience is improved.

FIG. 11 shows a configuration example of the alert result screen in the present embodiment. In the example of FIG. Three alert results 191 of 1 to 3 are displayed. For example, no. The alert result 191 of No. 1 is a customer code in which the alert condition ID 18a is “00001”, the alert notification date 19b is “October 2, 2010”, the call ID 25a is “0004”, the operator ID 17c is “0012”, and the customer ID 15a. Is “0000001”, the contact ID 17a is “11223344”, and the confirmed flag 19c is “confirmed”.
In this way, the alert result 191 identifies the call ID 25a of the call information 251 and the contact ID 17a of the contact information 171 that caused the alert.
The alert result screen is displayed by, for example, pressing the alert result search button 96 in FIG. 9 to display the alert result search screen, and only the alert results that match the conditions such as the alert condition ID 18a input to the alert result search screen. May be displayed.

  The control means 11 of the customer information management means 10 comprises a WEB server 111 of the CRM system, and controls the writing and reading of various information to and from the storage means 12 in accordance with instructions from the input / output means 40, the alert monitoring means 30 and the like. To do.

Next, the call recording unit 20 will be described.
The call recording means 20 is mainly composed of the call recording device 131 of the branch 130 and the backup device 121 of the backup center 120, and as shown in FIG. 2, the control means 21 for controlling each component and the whole of the call recording means 20. And a storage unit 22 and a call record IF unit 23 which is an interface unit for transmitting and receiving data to and from the network 140.
The storage unit 22 includes a call information storage unit 25 that stores a plurality of call information 251 for each telephone call item with a customer.

FIG. 6 shows a configuration example of the call information 251 in the present embodiment. As shown in FIG. 6, the call information 251 includes a call ID 25 a that specifies the call information 251 for each call item, call voice data 25 b that is call content data, and call start date and time information that is the date and time when the call was started. 25c, call end date and time information 25d that is the date and time when the call is ended, and use telephone ID 16c that identifies the telephone used for the call.
In this way, in the present embodiment, the call information 251 and the contact history 171 are linked by the call ID 25a, and the contact history 171 and the customer attribute information 151 are linked by the customer ID 15a.

As shown in FIG. 2, the control means 21 of the call recording means 20 includes a call information recording processing means 21a and a call information reproduction processing means 21b. The call information recording processing means 21a, for example, every time a call is made between the IP phone 136 and the customer, that is, for each call case with the customer by phone, the call ID 25a, call voice data 25b, call start date / time information 25c, call end Call information 251 including date / time information 25d and use telephone ID 16c is automatically recorded in the call information storage means 25.
The call information reproduction processing unit 21b reproduces, for example, recorded call voice data 25b from the call information 251 stored in the call information storage unit 25 to the input / output unit 40 in response to an instruction from the input / output unit 40. To do.
The call information recording processing means 21a and the call information reproduction processing means 21b are mainly composed of a call recording device 131, an input / output means 40, and the like.

  The alert monitoring means 30 is mainly composed of the alert monitoring apparatus 132 of the branch office 130 and the alert monitoring apparatus 122 of the backup center 120. As shown in FIG. 2, the alert monitoring means 30 is provided between the control means 31, the storage means 32, and the network 140. And a call recording IF means 33 which is an interface unit for transmitting and receiving data.

The control unit 31 searches the contact history 171 stored in the contact history storage unit 17 and the call information 251 stored in the call information storage unit 25 based on the alert condition 181 stored in the alert condition storage unit 18 or stores the customer attribute. The customer attribute information 151 stored in the means 15 and the call information 251 stored in the call information storage means 25 are searched, or the contact history 171 stored in the contact history storage means 17 and the customer attribute information 151 stored in the customer attribute storage means 15. And the call information 251 stored in the call information storage means 25 is searched to identify the call information 251 and the contact history 171 that match the alert condition 181, and the call of the contact ID 17 a and the call information 251 of the identified contact history 171. An alert result 191 including ID 25a is created.
The control unit 31 transmits the created alert result 191 to the customer information management unit 10, and the customer information management unit 10 stores and stores the received alert result 191 in the alert result storage unit 19.

  For example, the control unit 31 searches the contact history storage unit 17 based on the alert condition 181 to extract a plurality or one of the contact histories 171 corresponding to the alert condition 181, and sets the call ID 25 a included in the extracted contact history 171. Based on this, the call information storage means 25 is searched to extract a plurality or one of the call information 251 including the call ID 25a, and a plurality or one of the call information 251 corresponding to the alert condition 181 is extracted from the extracted call information 251. Can be extracted.

  Alternatively, the control unit 31 searches the call information storage unit 25 based on the alert condition 181 to extract a plurality or one of the call information 251 corresponding to the alert condition 181, and based on the call ID 25 a of the extracted call information 251. The contact history storage unit 17 is searched to extract a plurality or one of contact histories 171 including the call ID 25a, and a plurality of or one contact history 171 corresponding to the alert condition 181 is extracted from the extracted contact histories 171. can do.

  As described above, the contact history 171 can be extracted based on the alert condition 181, and the related call information 251 can be extracted from the extracted contact history 171. Alternatively, the call information 251 can be extracted based on the alert condition 181. Since the related contact history 171 can be extracted from the extracted call information 251, the processing efficiency for specifying the call information 251 and the contact history 171 that match the alert condition 181 can be improved.

  Further, the control unit 31 includes, for example, a customer information monitoring program, a call voice data monitoring program, and a result output program, and is stored in the storage unit 12 of the customer information management unit 10 by the customer information monitoring program based on the alert condition 181. The contact history 171, customer attribute information 151, and customer contact information 161 are monitored (that is, searched), and the call information 251 stored in the storage unit 22 of the call recording unit 20 is monitored by the call voice data monitoring program. (That is, search), and the result output program can be configured to output an alert result 191 that matches all of the set alert conditions 181.

In this case, for example, the customer information monitoring program searches the contact history storage unit 17 based on the alert condition 181 to extract the contact history 171 corresponding to the alert condition 181, and the call voice data monitoring program extracts the contact history data 171. The call information storage unit 25 is searched based on the call ID 25a included in the history 171 and the call information 251 corresponding to the alert condition 181 is extracted.
Alternatively, the call voice data monitoring program searches the call information storage unit 25 based on the alert condition 181 to extract call information 251 corresponding to the alert condition 181, and the customer information monitoring program reads the call information 251 of the extracted call information 251. The contact history storage unit 17 is searched based on the call ID 25a, and the contact history 171 corresponding to the alert condition 181 is extracted.
The result output program can specify the call information 251 and the contact history 171 that match all of the alert conditions 181 based on the extraction results of the customer information monitoring program and the call voice data monitoring program.
The timing at which the control means 31 performs the above-described search may be periodically performed for all alert conditions, for example. Alternatively, the search timing may be set separately for each alert condition, and in accordance with the setting. Alternatively, it may be performed at various other timings.

  The input / output means 40 is mainly composed of a general user PC 133 or an administrator PC 135 and a WEB server 111, and transmits and receives data between the control means 41 that controls the input / output means 40, the storage means 42, and the network 140. An IF unit 43 that is an interface unit and an operation display unit 44 that receives an input operation from an operator and displays various information.

Each of the telephone 50, the CTI server 60, and the mail transmission device 70 also includes a control unit, a storage unit, and an IF unit that is an interface unit that transmits and receives data to and from the network 140.
Each control means of the telephone 50, the CTI server 60, and the mail transmission device 70, the control means 11, the control means 21, the control means 31, and the control means 41 each have a CPU (Central Processing Unit) as a hardware configuration. It can be configured to operate according to an operation program stored in each storage means. In addition, as appropriate, some of the above-described control units can be integrated into one control unit, or divided into a plurality of control units.

Next, examples will be described.
(First embodiment)
The first embodiment monitors contacts and calls for proposing high-risk products to the elderly, and reports the contact ID 17a and call ID 25a of the corresponding case to the administrator's PC by e-mail. .
In the first embodiment, in the alert condition 181 set from the alert condition input screen, for example, 70 years or older is set as the age 15e of the customer attribute information 151, and the call voice data 25b of the call information 251 is, for example, high Set the risk product name.

(First search method)
First, a description will be given of a first search method in which the alert monitoring control means 31 searches for alert target information such as customer attribute information 151, contact history 171 and call information 251 based on the alert condition 181.
In the first search method, the alert monitoring control means 31 extracts the customer attribute information 151 of the customer corresponding to the age set in the alert condition 181. Next, the customer ID 15a included in the extracted customer attribute information 151 is extracted. Next, the call information 251 including the call ID 25a included in the extracted contact history 171 is extracted, and set as the alert condition 181 in the call voice data 25b of the extracted call information 251 Whether the high-risk product name is included. At the same time, it is preferable to investigate whether or not the high-risk product name is included in the contact content 17e of the extracted contact history 171.

If the high-risk product name is included in the call voice data 25b or the contact content 17e, an alert result 191 is created based on the extracted customer attribute information 151, contact history 171, call information 251, and alert condition 181. For example, it is transmitted to the administrator PC 135 by e-mail.
Specifically, the alert condition ID 18a and the alert condition title 18b of the alert result 191 are created based on the alert condition 181. The handler ID 17c, the customer ID 15a, the call ID 25a, the contact ID 17a, and the contact date / time information 17b of the alert result 191 are: Created based on the contact history 171, the customer contact ID 16 a of the alert result 191 is created based on the customer attribute information 151.

(Second search method)
Next, the second search method in the first embodiment will be described.
In the second search method, the alert monitoring control unit 31 investigates whether or not the high-risk product name set as the alert condition 181 is included in the call voice data 25b of the call information 251. Extracts the call ID 25a of the call information 251 containing the high-risk product name. Next, the contact history 171 including the extracted call ID 25a is extracted, the customer ID 15a included in the extracted contact history 171 is extracted, and then the customer attribute information 151 including the extracted customer ID 15a is extracted. Then, it is examined whether or not the age 15e of the extracted customer attribute information 151 corresponds to the age set as the alert condition 181 (for example, 70 years or older).
If applicable, an alert result 191 is created based on the extracted customer attribute information 151, contact history 171, call information 251, and alert condition 181 and transmitted to the administrator PC 135 by e-mail, for example.

(Third search method)
Next, the third search method in the first embodiment will be described.
In the third search method, the alert monitoring controller 31 extracts the customer attribute information 151 of the customer corresponding to the age set in the alert condition 181 and then the customer ID 15a included in the extracted customer attribute information 151. The contact history 171 including is extracted.
In parallel, the alert monitoring control means 31 investigates whether or not the high-risk product name set as the alert condition 181 is included in the call voice data 25b of the call information 251. The call ID 25a of the call information 251 that includes the high-risk product name is extracted.
Next, the contact history 171 including the extracted call ID 25a is extracted from the extracted contact history 171. This contact history 171 is a contact that proposes a product with high risk to the elderly.
Based on the customer attribute information 151, contact history 171, call information 251, and alert condition 181 extracted in this way, an alert result 191 is created and transmitted to the administrator PC 135 by e-mail, for example.

(Second embodiment)
Next, a second embodiment will be described.
The second embodiment monitors whether or not the necessary explanation is given to the customer about the large transaction, and the contact ID 17a and the call ID 25a of the case where the necessary explanation is not made are sent to the administrator's PC by e-mail. Is reported.
In the second embodiment, in the alert condition 181 set from the alert condition input screen, for example, a term related to large transaction is set as the contact content 17e of the contact history 171, and as the call voice data 25b of the call information 251, for example, Set terms that must be explained for large transactions.

  The alert monitoring control means 31 extracts the contact history 171 corresponding to the contact content 17e (for example, terms relating to large transaction) set in the alert condition 181 and then includes the call ID 25a included in the extracted contact history 171. Whether or not the call information 251 is extracted, and the call voice data 25b of the extracted call information 251 includes the call voice data 25b set as the alert condition 181 (for example, a term that is indispensable for large transactions). To investigate the.

If the call voice data 25b does not include a term that requires explanation regarding the large transaction, an alert result 191 is created based on the extracted contact history 171, call information 251, and alert condition 181, for example, management To the user PC 135 by e-mail.
As described above, according to the second embodiment, it is possible to search for a case where an essential term is not included in the call voice data 25b, that is, a case where a description necessary for the customer is not provided.

(Third embodiment)
Next, a third embodiment will be described.
In the third embodiment, a contact other than a regular customer representative is monitored for contacts corresponding to the customer, that is, whether another user (another salesman or the like) is making a contact that causes a problem with his customer. When a person other than the authorized customer representative handles the customer, the contact ID 17a of the case and the contacted operator ID 17c are notified by e-mail to the authorized customer representative's PC. Is.
In the third embodiment, in the alert condition 181 set from the alert condition input screen, the contact history 171 is a proxy creation (that is, a person other than the regular customer representative handles the customer) and the regular customer charge The content of the phone call voice data 25b of the call information 251 is suggested to buy or sell products such as “Would you like to buy?” Set.

  The alert monitoring control means 31 extracts the customer attribute information 151 including the customer contact ID 16a of the regular customer contact set in the alert condition 181. Next, the customer ID 15a included in the extracted customer attribute information 151 is extracted. Is extracted, and it is investigated whether or not the operator ID 17c of the extracted contact history 171 matches the customer contact person ID 16a, and the contact history 171 that does not match is extracted. Next, the call information 251 including the call ID 25a included in the non-matching contact history 171 is extracted, and the call voice data 25b set as the alert condition 181 in the call voice data 25b of the extracted call information 251 (for example, “buy” Whether or not the content suggests buying or selling merchandise, etc., or terms related to the case in which a regular customer representative is inquired).

  If the call voice data 25b includes the content for suggesting the sale of merchandise, an alert result 191 is created based on the extracted contact history 171, call information 251, and alert condition 181. To the user's PC 133 by e-mail.

  In the embodiment described above, whether or not the contact history 171 is created by proxy is extracted from the customer attribute information 151 including the customer contact person ID 16a of the regular customer contact person, and then the extracted customer attribute. The contact history 171 including the customer ID 15a included in the information 151 is extracted, and it is determined whether or not the operator ID 17c of the extracted contact history 171 matches the customer contact person ID 16a. An item indicating whether or not there is provided may be determined based on this item.

  As described above, since the operator other than the regular customer representative is automatically notified that the customer has responded to the customer, the customer representative can respond quickly. For example, a salesperson (person in charge) may want to know the details of the contact as soon as possible in order to follow up with the customer quickly when the customer contacts the other operator. According to an example, this is possible.

(Fourth embodiment)
Next, a fourth embodiment will be described.
The fourth embodiment monitors a specific responder (salesman or the like) who is likely to cause trouble with the customer. The contact ID 17a and the call ID 25a of the case that may have trouble with the customer are determined by the administrator. It is reported to PC by e-mail.
In the fourth embodiment, in the alert condition 181 set from the alert condition input screen, a specific responder who is likely to cause trouble with the customer is set as the operator ID 17c of the operator who created the contact history 171. As the call voice data 25b of the call information 251, for example, apology terms such as “sorry” and “sorry” are set.

The alert monitoring control means 31 extracts the contact history 171 corresponding to the specific operator ID 17c set in the alert condition 181 and then extracts the call information 251 including the call ID 25a included in the extracted contact history 171. Then, it is investigated whether or not the call voice data 25b of the extracted call information 251 includes the call voice data 25b set as the alert condition 181 (for example, terms relating to apology such as "I'm sorry" and "I'm sorry"). .
If the call voice data 25b includes a term relating to the apology, an alert result 191 is created based on the extracted contact history 171, call information 251, and alert condition 181 and transmitted to the administrator PC 135 by e-mail, for example. To do.

(5th Example)
Next, a fifth embodiment will be described.
The fifth embodiment monitors whether the same customer has been called many times within a day, or has not been called outside business hours, that is, whether or not a trouble has occurred with the customer. The contact ID 17a and the call ID 25a of a case that may have caused a trouble with the customer are reported to the administrator's PC by e-mail.
In the fifth embodiment, in the alert condition 181 set from the alert condition input screen, the contact history 171 in which the number of calls and the number of calls received with the same customer within one day is, for example, 5 times or more, and the contact date and time The contact history 171 whose information 17b is outside business hours is set, and the apology terms such as “I'm sorry” and “I'm sorry” are set as the call voice data 25b of the call information 251.

The alert monitoring control unit 31 extracts the contact history 171 set in the alert condition 181, then extracts the call information 251 including the call ID 25 a included in the extracted contact history 171, and extracts the extracted call information 251. It is investigated whether or not the call voice data 25b includes the call voice data 25b set as the alert condition 181 (for example, terms relating to apology such as “sorry” or “sorry”).
If the call voice data 25b includes terms related to the apology, an alert result 191 is created based on the extracted contact history 171, call information 251, and alert condition 181 and sent to the administrator PC 135 by e-mail, for example. To do.

In addition, this invention is not limited to the said embodiment, It cannot be overemphasized that it can change variously in the range which does not deviate from the summary.
For example, in the above-described embodiment, the storage unit 12 of the customer information management unit 10, that is, the DB server 112 of the CRM system, the customer attribute storage unit 15, the customer clerk information storage unit 16, the contact history storage unit 17, and the alert condition The storage unit 18 and the alert result storage unit 19 are stored. However, the storage unit 18 and the alert result storage unit 19 may be stored in a storage unit connected to the network 140 as appropriate. For example, the alert condition storage unit 18 and the alert result storage unit 19 may be stored in the storage unit 32 of the alert monitoring unit 30.

  In the above-described embodiment, any ID (identification) such as the call ID 25a, the contact ID 17a, the handler ID 17c, the customer ID 15a, the customer contact person ID 16a, the use telephone ID 16c, and the branch ID 16d can be identified. What is necessary is just to include an identifier, a proper name, etc.

In the above-described embodiment, the call information 251 and the contact history 171 are associated (associated) with the call ID 25a, and the contact history 171 and the customer attribute information 151 are associated with the customer ID 15a. In addition, the operator who is a user can write the operator ID 17c in the call information 251 by the input / output means 40, and the call information 251 and the contact history 171 can be linked by the operator ID 17c.
Alternatively, the storage unit 12 of the customer information management unit 10 holds data that can specify the call information 251 such as the call start date / time information 25c, the call end date / time information 25d, and the use telephone ID 16c of the call information 251, and these data and Correspondence with the contact history 171 may be performed based on the customer contact person ID 16a and the use telephone ID 16c of the contact date / time information 17b or the customer contact person information 161.
In the above-described embodiment, the alert condition 181 is set, and the contact history 171 and the call information 251 that match the condition are monitored. However, the present invention is not limited to this. For example, the alert menu 181 shown in FIG. When the search button is pressed, a search condition input screen as shown in FIG. 10 is displayed on the general user PC 133, the search condition is input according to an instruction of the operator of the general user PC 133, and the search is performed. The contact history 171 and the call information 251 that match the search conditions may be specified and displayed.

  In addition, the present invention is understood not only as a system for executing processing according to the present invention, but also as an apparatus and method, a program for realizing such a method and system, and a recording medium for recording the program. can do.

The matters described in this specification include at least the following inventions. That is,
The first invention is
Call information storage means for storing a plurality of call information including call voice data and a call ID for specifying the call voice data for each call with a customer by telephone,
A contact history storage means for storing a plurality of contact histories including a contact ID for identifying the contact history, which is a contact history created by a customer-handler for each telephone call with the customer.
Customer attribute storage means for storing a plurality of customer attribute information including customer IDs for identifying customers for each customer;
Alert condition storage means storing alert conditions including at least part of the call information, at least part of the customer attribute information or at least part of the contact history;
Based on the alert condition stored in the alert condition storage means, the call information storage means and the contact history storage means are searched, or the call information storage means, the customer attribute storage means and the contact history storage means are searched. Alert monitoring means for identifying contact history and call information that match the alert condition, and creating an alert result including a contact ID of the identified contact history and a call ID of the identified call information;
A customer-facing management system.
In this way, it is possible to easily identify the contact history and call information that match the alert condition.

The second invention is the customer service management system of the first invention,
The contact history stored in the contact history storage means includes the call ID for specifying call voice data,
The alert monitoring unit searches the contact history storage unit based on the alert condition to extract a corresponding contact history, and searches the call information based on a call ID included in the extracted contact history to correspond. Extract call information and identify contact history and call information that matches the alert conditions,
Alternatively, the alert monitoring means searches the call information based on the alert condition to extract the corresponding call information, searches the contact history based on the call ID of the extracted call information, and the corresponding contact history A customer correspondence management system that extracts contact history and call information that matches the alert condition.
In this way, the contact history is extracted based on the alert condition and the call information is extracted from the extracted contact history, or the call information is extracted and the contact history is extracted from the extracted call information. It is possible to improve the processing efficiency of specifying call information, that is, specifying a call item.

The third invention is the customer correspondence management system of the first invention or the second invention,
Furthermore, a display means or an e-mail transmission means is provided,
The said alert monitoring means is a customer correspondence management system which displays the said alert result on the said display means, or transmits the said alert result from the said email transmission means.
In this way, the alert result can be easily communicated to the parties concerned.

The fourth invention is the customer correspondence management system of the first invention to the third invention,
The said alert monitoring means is a customer correspondence management system which produces the said alert result so that the date information which displayed the said alert result, or the date information which transmitted the email may be included.
In this way, since the date and time when the alert result is output can be known, it becomes easy for the parties concerned to respond.

The fifth invention is the customer correspondence management system of the first invention to the fourth invention,
The customer response management system, wherein the alert result includes a confirmed flag indicating whether or not the customer representative has confirmed information related to the alert result.
In this way, it is possible to easily know whether or not the customer representative has confirmed information on the alert result, for example, call voice data.

The sixth invention is the customer correspondence management system of the first invention to the fifth invention,
The customer correspondence management system, wherein the alert condition includes a phrase in the call voice data.
In this way, it is possible to search and extract call voice data in which the keyword exists, using a phrase in the call voice data as a keyword.

A seventh invention is the customer correspondence management system of the third invention to the sixth invention,
The customer attribute information includes a customer representative ID that identifies a regular customer representative,
The contact history includes the customer ID and an operator ID that identifies an operator who actually contacts the customer,
The alert monitoring unit searches the customer attribute storage unit, the contact history storage unit, and the call information storage unit based on the alert condition stored in the alert condition storage unit, and searches for the customer ID included in the contact history. When an alert result indicating that the customer contact ID of a regular customer contact for the customer is different from the operator ID included in the contact history is detected, the detected alert result is displayed on the display means, or A customer service management system that is transmitted from an e-mail transmission means.
In this way, it is possible to easily know that a person other than the authorized person has handled the customer.

  DESCRIPTION OF SYMBOLS 10 ... Customer information management means, 11 ... Control means, 12 ... Storage means, 13 ... IF means, 15 ... Customer attribute storage means, 16 ... Customer person information storage means, 17 ... Contact history storage means, 18 ... Alert condition storage Means 19: Alert result storage means 20 ... Call recording means 21 ... Call record control means 22 ... Call record storage means 23 ... Call record IF means 25 ... Call information storage means 30 ... Alert monitoring means 31 ... alert monitoring control means 32 ... alert monitoring storage means 33 ... alert monitoring IF means 40 ... input / output means 41 ... input / output control means 42 ... input / output storage means 43 ... input / output IF means 44 ... operation Display means 50 ... Telephone, 60 ... CTI server, 66 ... Customer, 70 ... Mail transmission device, 110 ... Data center, 111 ... WEB server, 112 ... DB server 120 ... Backup center, 121 ... Backup device, 122 ... Alert monitoring device, 130 ... Branch, 131 ... Call recording device, 122 ... Alert monitoring device, 133 ... General user PC, 134 ... General user IP phone, 135 ... Management Administrator PC, 136 ... administrator IP phone, 140 ... network, 210 ... data center, 211 ... WEB server, 212 ... DB server, 220 ... backup center, 230 ... branch.

Claims (2)

Call information storage means for storing a plurality of call information including call voice data and a call ID for specifying the call voice data for each call with a customer by telephone,
A contact history storage means for storing a plurality of contact histories including a contact ID for identifying the contact history, which is a contact history created by a customer-handler for each telephone call with the customer.
Customer attribute storage means for storing a plurality of customer attribute information including customer IDs for identifying customers for each customer;
Alert condition storage means storing alert conditions including at least part of the call information, at least part of the customer attribute information or at least part of the contact history;
Based on the alert condition stored in the alert condition storage means, the call information storage means and the contact history storage means are searched, or the call information storage means, the customer attribute storage means and the contact history storage means are searched. Alert monitoring means for identifying contact history and call information that match the alert condition, and creating an alert result including a contact ID of the identified contact history and a call ID of the identified call information;
A customer-facing management system. A customer service management system according to claim 1,
Furthermore, a display means or an e-mail transmission means is provided,
The said alert monitoring means is a customer correspondence management system which displays the said alert result on the said display means, or transmits the said alert result from the said email transmission means.

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