JP2022105825A - Call center system and operation program therefor - Google Patents

Abstract

To provide a call center system capable of connecting, with high security, between shop terminals each installed in a plurality of shops of a plurality of companies and operator terminals installed in a call center and each operated by an operator while preventing information leakage, and moreover capable of efficiently promoting customer service operations by reducing a connection wait time for customers who come to the shops.SOLUTION: A call center system includes: a shop terminal 17a and a shop terminal 17b in a shop A and a shop B, respectively; an operator terminal 12 in a call center 9; a wide area communication network 8 for connecting the shop terminal 17, etc. to the operator terminal 12; a signaling server 6 for controlling incoming/outgoing calls of the shop terminal 17, etc. and the operator terminal 12; an application server 5 for selecting and assigning the operator terminal 12 to be called; a database server 4 for storing information of the shop A and the shop B; and a highly secure closed communication network 13 for connecting between the database server 4 and the application server 5, and the operator terminal 12.SELECTED DRAWING: Figure 1

Description

The present invention relates to a call center system and an operation program thereof that connect a store and a call center so as to be able to serve customers via video and audio.

Conventionally, the call center system has been adopted in various business fields as a system in which a dedicated operator receives inquiries and complaints from customers about products via telephone and responds to customers.
Nowadays, in combination with the expansion of communication networks and the increase in communication speed, it has become possible to communicate using not only voice but also images and videos, so that not only voice but also image information can be obtained in response to customer requests. And it is becoming possible to provide video information. In addition, due to labor shortages, such as providing product information and administrative procedures to customers who come to the store via terminals installed in sales stores such as home appliance mass retailers, they are responsible for customer service on behalf of sales staff at home appliance mass retailers. The need for call center systems is increasing.

For example, in Patent Document 1, the name "call center system" is used, and a call center can effectively utilize the waiting time of a customer who visits a sales office by approaching from the call center while performing efficient call operations on the call center side. The technology related to the system is disclosed.
In Patent Document 1, especially in the outbound call business in which a call center calls a customer, the efficiency of the call center can be easily determined by determining whether or not the customer who visits the store is the target customer of the outbound call. In addition to the technology to carry out typical telephone calls, customer satisfaction can be improved by using a video conference terminal that enables customers and operators to communicate voice and video at the same time using a WEB camera, etc., and using materials during explanations. Disclosures of techniques that can be enhanced (specification paragraphs [0082]-[0084]) have been made.

Further, in Patent Document 2, under the name of the invention "call center business system", the operator responds to the inquiry information from the customer terminal used by the user who makes an inquiry to the call center (specification paragraph [0012]). It is disclosed that a customer terminal 2 having a communication function such as a smartphone, a tablet terminal, or a mobile phone is communicably connected to a call center business system 1A via a telephone line network 3 (detailed paragraph [0013]). The automatic voice response processing unit 11 that acquires the inquiry information transmitted from the customer terminal 2 and notifies the customer terminal 2 of various response contents to the inquiry information by voice is provided (specification paragraph [0019]). It is possible to provide an ACD unit 13 for distribution processing to an operator who can automatically respond (specification paragraph [0025]) and to notify when the operator will contact in a situation where the operator cannot be connected. Therefore, it is possible to reduce the stress on the user and reduce the trouble of calling the call center again (paragraph [0065] of the specification).

In Patent Document 3, the name of the invention is "window business support system". For example, in a branch office of a financial institution, a branch office system 10 including a counter terminal and a call center 26 for receiving telephone inquiries and consultations from customers. (Specification paragraph [0036]), information collected through the contact center 27 (specification paragraph [0037]) and a plurality of channels to which the operator dealing with the customer at the counter contacts when he / she needs specialized knowledge or advice. By connecting to a support center system (specification paragraph [0029]) equipped with a database to be stored and a server that creates counter business support information based on the database to be stored and the information stored in the database via a network, the counter has been thin in the past. The technology that enables sufficient support for business is disclosed (Fig. 1).
Further, in the specification paragraph [0028] of the present patent document, as the network 25 to which the branch office system 10 and the financial host center 20 are connected, a wireless or wired dedicated communication line network or a public communication line network, the Internet, and a LAN (Local) are described. There is a description that VPN (Virtual Private Network) may be used in addition to Area Network) and WAN (Wide Area Network), and further, paragraphs [0035] and [0036] of the specification include support with the sales office system 10. As the network 35 to which the center system 30, the call center 26 and the contact center 27 are connected, a wireless or wired dedicated communication line network or a public communication line network, the Internet, a LAN (Local Area Network), a WAN (Wide Area Network), and a VPN. There is a description that (Virtual Private Network) may be used.

Japanese Unexamined Patent Publication No. 2013-38723 Japanese Unexamined Patent Publication No. 2019-10139 Japanese Patent Application Laid-Open No. 2003-296556

However, the technique disclosed in Patent Document 1 can improve the efficiency of outbound calls while using a video conference terminal that enables a customer and an operator to simultaneously communicate audio and video using a WEB camera. However, there is no disclosure of technology for improving efficiency for inbound calls, and there is no disclosure of technology for efficiently distributing inbound calls from a large number of customers, and there is a problem that it contributes only to some efficiency improvement. rice field.
Further, although the technique disclosed in Patent Document 2 can improve the efficiency of handling inbound calls, the operator will contact the operator at any time as a response when the distribution process cannot be performed to the operators who can handle the customer. It only notifies if it will come, and the technology related to shortening the connection waiting time with the operator is not disclosed, and even if there is a notice about the connection, the connection waiting time between the customer and the operator will be shortened after all. There was a problem that it could not be done.
Further, in the technique disclosed in Patent Document 3, a database for storing contact centers and information that can be contacted when an operator who responds to a customer in a call center or counter needs specialized knowledge or advice, or a database thereof is stored. By connecting to a support center system equipped with a server that creates counter business support information based on the information provided, it is possible to support counter business, and technology that is expected to improve business efficiency is disclosed. There is no mention or suggestion as to what kind of communication line should be connected to which center or device, etc., to ensure high safety without information leakage, and to improve economic efficiency and business efficiency. There was a problem that the problem could not be solved.

The present invention has been made in response to such a conventional situation, and connects a shop terminal installed in a plurality of stores of a plurality of companies and an operator terminal installed in a call center and operated by an operator with high safety while preventing information leakage. The purpose is to provide a call center system and its operation program that are possible and can efficiently promote customer service operations by shortening the waiting time for connections to customers who come to the store.

In order to achieve the above object, the call center system according to the first invention connects a shop terminal used by a customer who uses a store, an operator terminal used by an operator in the call center, and the shop terminal and the operator terminal. A wide area communication network, an electronic authentication station server that authenticates a client certificate mounted on the shop terminal, a signaling server that controls incoming and outgoing calls of the shop terminal and the operator terminal, and an outgoing inquiry signal from the shop terminal. The signaled destination identification information for connecting the shop terminal to the selected operator terminal by selecting and assigning the operator terminal to be the destination by receiving the destination inquiry signal from the received signaling server is signaled. The application server that transmits the destination identification information to the signaling server for receiving from the server, the database server that stores the information provided in the store, the database server, the application server, and the operator terminal are connected. It is characterized by having a closed communication network that is more secure than a wide area communication network.
In the call center system with the above configuration, the shop terminal and the operator terminal are connected by a wide area communication network, but the destination inquiry signal is received from the signaling server, the operator terminal to be the destination is selected and assigned, and the destination is identified to the signaling server. The line connecting the application server and database server that transmit information to the operator terminal uses a closed communication network that is more secure than the wide area communication network, that is, protected by high security, and is highly secure closed communication. The network acts to connect the operator terminal with the application server that generates the database that requires high security and the destination identification information. In addition, the wide area communication network acts to connect the operator terminal and the shop terminal easily and immediately economically.
In addition, by implementing a client certificate on the shop terminal and providing an electronic certificate authority server that authenticates the client certificate, it works to ensure the security of the connection between the shop terminal and the operator terminal.
In addition, the incoming / outgoing control of the shop terminal and the operator terminal by the signaling server is to confirm the login of the shop terminal and the operator terminal to the call center system, receive the outgoing inquiry signal from the shop terminal, and send the incoming call to the application server. It means sending a destination inquiry signal requesting the allocation of the operator terminal of the above, monitoring the connection status of each shop terminal and each operator terminal on the wide area communication network, and the like. Further, the destination identification information specifically means information such as a number or symbol that can identify a terminal such as a telephone number unique to the destination operator terminal, but is a wide area communication network, that is, an Internet connection. In some cases, it means that information such as the telephone number and network information such as the IP address are combined so as to be possible.

Further, in the call center system according to the second invention, in the first invention, the shop terminal and the operator terminal are provided with a screen and can transmit and receive voice, text and an image via the wide area communication network, and the operator. The terminal accesses the database server via the highly secure closed communication network and displays the information on the operator terminal screen, and the shop terminal is said without being connected to the highly secure closed communication network. It is characterized in that the content of the information displayed on the operator terminal screen can be shared with the shop terminal screen so that the information about the store can be browsed.
In the call center system according to the second invention of the above configuration, in addition to the operation of the first invention, the operator terminal accesses the database server that the shop terminal cannot access, and the highly confidential information stored in this database server. Is displayed on the operator terminal screen, and the display contents of the operator terminal screen are shared with the shop terminal screen.

The call center system according to the third invention, in the first or second invention, is a case where the operator terminal has no vacancy when the application server receives the destination inquiry signal from the signaling server. The application server issues a numbered ticket to the shop terminal, notifies the operator terminal that a connection wait has occurred at the shop terminal of the sender, and issues the numbered ticket in the order of issuance. A call is made to the operator terminal that has become vacant so as to make a call to the shop terminal of the sender selected based on the call, and the operator terminal uses the call request and the sender identification information received from the application server. Based on this, a call is made to the shop terminal of the selected sender, and the shop terminal of the selected sender receives an incoming call and is connected to the operator terminal.
The call center system according to the third invention of the above configuration receives an incoming call destination inquiry signal from a signaling server in addition to the operation of the first invention or the operation of the second invention, and there is no space in the operator terminal. The application server issues a numbered ticket to the originator's shop terminal to notify the waiting for connection, and the application server makes a call request to the operator terminal in the order of issuing the numbered ticket. Acts on. Then, when there is a vacancy in the operator terminal, the operator terminal makes a call to the source shop terminal based on the call request from the application server and the sender identification information received from the application server, and the shop terminal receives an incoming call. It works like that.
The source identification information specifically means information such as a number or symbol that can identify a terminal such as a telephone number unique to the operator terminal of the source, but is a wide area communication network, that is, an Internet connection. In some cases, it means that information such as the telephone number and network information such as the IP address are combined so as to be possible.

In the third invention, the call center system according to the fourth invention relates to the shop terminal waiting for connection in response to the notification of the occurrence of the connection wait of the shop terminal of the originator notified from the application server. The source identification information is requested from the application server, the application server transmits the source identification information regarding the shop terminal of the source waiting for connection to the operator terminal, and the source identification information is received. The operator terminal makes a call to the shop terminal of the sender based on the sender identification information without receiving the call request from the application server, and the shop terminal of the selected sender receives an incoming call and the operator terminal. It is characterized by being connected to.
In the call center system according to the fourth invention of the above configuration, in addition to the operation of the third invention, when the operator terminal receives the connection wait occurrence notification of the source shop terminal from the application server, the call center system is made to wait for connection. When the source identification information about the original shop terminal is requested from the application server and this source identification information is received from the application server, when the connection becomes available, the call is made without receiving the call request from the application server. It acts to make a call to the shop terminal based on the original identification information. In addition, the shop terminal acts to receive an incoming call from this operator terminal.
Note that notifying the operator terminal that the shop terminal is waiting for connection is simply notifying that the waiting for connection has occurred and the numbered ticket has been issued.
Notifying the operator terminal that the shop terminal is waiting for connection is to inform the operator that the service being connected is more efficient by grasping the waiting for connection at the operator terminal, and to reduce the connection waiting time. This is because it can be shortened. However, this notification of waiting for connection of the shop terminal does not include the source identification information of the shop terminal, it simply means that waiting for connection has occurred, the number of shop terminals waiting for connection, that is, the number of customers waiting for connection. Is notified and grasped.

In the fourth aspect of the invention, the call center system according to the fifth aspect is the connection of the shop terminal of the source to the operator terminal without waiting for the request of the source identification information from the operator terminal. The sender identification information is included in the wait occurrence notification and transmitted to the operator terminal, and the operator terminal is the sender's shop terminal based on the sender identification information without receiving the call request from the application server. The shop terminal of the selected source receives an incoming call and is connected to the operator terminal.
In the call center system according to the fifth invention of the above configuration, the operator terminal waits for the connection of the source shop terminal without requesting the source identification information requested from the application server in the fourth invention. It acts to send the occurrence notification and the sender identification information together to the operator terminal.

The call center operation program according to the sixth invention connects a shop terminal used by a customer who uses a store and an operator terminal used by an operator in the call center using a wide area communication network, and is a client implemented in the shop terminal. The incoming call destination inquiry signal is received from the electronic authentication authority server that authenticates the certificate, the signaling server that controls the incoming / outgoing calls of the shop terminal and the operator terminal, and the signaling server that has received the outgoing inquiry signal from the shop terminal. To receive the destination identification information for connecting to the selected operator terminal by selecting and assigning the operator terminal to be the destination, and receiving the destination identification information from the signaling server, the destination is sent to the signaling server. An application server that transmits identification information, a database server that stores information provided in the store, and a closed communication network that is more secure than the wide area communication network that connects the database server, the application server, and the operator terminal. When the application server receives the destination inquiry signal from the signaling server and the operator terminal is full, the program is executed to operate the call center having the above. A numbered ticket issuing process for issuing a numbered ticket to a shop terminal, and a connection waiting notification process in which the application server notifies the operator terminal that a connection wait has occurred at the shop terminal that is the sender. , The call request process in which the application server makes a call request to the operator terminal that has become vacant so as to make a call to the shop terminal of the sender selected based on the issue order of the numbered ticket, and the vacancy. The operator terminal has vacated the source identification information request process for requesting the source identification information from the application server, and the source identification information regarding the shop terminal of the source from which the application server is waiting for connection. The source identification information transmission process of transmitting to the operator terminal and the transmission process of the vacant operator terminal receiving the source identification information and transmitting to the shop terminal of the selected source are selected. It is a special feature that the shop terminal of the originator has a connection process of being connected to the operator terminal that has received an incoming call and is vacant. It is a sign.
In the call center operation program which is the sixth invention of the above configuration, the call center system which is the third invention is regarded as a program invention, so that the operation is the same as that of the third invention.

In the sixth aspect of the invention, the call center operation program according to the seventh invention does not include the transmission request process, and after the connection waiting notification process, the source identification information request process and the source identification information transmission step. It is characterized by including the transmission step and the connection step.
Since the call center operating program according to the seventh invention having the above configuration regards the call center system according to the fourth invention as a program invention, its operation is the same as that of the fourth invention.

In the seventh invention, the call center operation program according to the eighth invention is vacant including the sender identification information in the connection wait occurrence notification of the shop terminal of the sender in the connection wait notification process. It is characterized in that it is transmitted to the operator terminal, and the transmission process and the connection process are provided without the transmission source identification information requesting process and the transmission source identification information transmission process.
Since the call center operating program according to the eighth invention of the above configuration regards the call center system according to the fifth invention as a program invention, its operation is the same as that of the fifth invention.

In the call center system according to the first invention, the database server and the application server for storing the information provided in the store are connected to the operator terminal by a highly secure closed communication network, and are not connected to the shop terminal, so that they are secret. It is possible to perform highly secure communication without the possibility of leakage. In addition, since the shop terminal is connected to the operator terminal through a wide area communication network, it is possible to easily connect, but the shop terminal is equipped with a client certificate and an electronic authentication authority server that authenticates the client certificate is provided. Therefore, it is possible to ensure the safety of the connection between the shop terminal and the operator terminal.

In the call center system according to the second invention, in addition to the effect of the first invention, the operator terminal securely accesses the information stored in the database server through the highly secure closed communication network, and this information is used on the operator terminal screen. Since it is possible to display and share the display contents of the operator terminal screen on the shop terminal screen through the wide area communication network, the contents of the stored information even if the shop terminal cannot access the database server. Can be viewed through the operator terminal screen and the shop terminal screen. Therefore, there is little risk of accessing the database server from the outside and accessing the stored information, and it is possible to manage the database server with a high security level.

In the call center system according to the third invention, in addition to the effect of the first or second invention, when there is no space in the operator terminal for the outgoing inquiry from the shop terminal, the application server becomes the calling shop terminal. Since a numbered ticket is issued to notify the waiting for connection, it is possible to reduce the risk of giving anxiety and stress to the customer using the shop terminal of the sender. Further, since the application server makes a transmission request to the operator terminal in the order of issuing the numbered ticket, it is possible to rationally guide the customer to the operator in the order of waiting for the turn.

In the call center system according to the fourth invention, in addition to the effect of the third invention, when the operator terminal receives the connection wait occurrence notification of the caller's shop terminal from the application server, the caller's shop waiting for connection When the source identification information about the terminal is requested from the application server and this source identification information is received from the application server, when the connection becomes available, the source identification information is not received from the application server. Since the transmission is made to the shop terminal of the sender based on the above, no instruction from the application server is required, and it is possible to connect the shop terminal and the operator terminal more quickly and efficiently than in the third invention.

In the call center system according to the fifth aspect of the invention, the operator terminal receives from the application server the notification of the occurrence of the connection wait of the shop terminal of the sender and the sender identification information together, so that the caller regarding the shop terminal to the application server is received. It is not necessary to request the identification information separately, and it is possible to connect the shop terminal and the operator terminal more quickly and efficiently than in the fourth invention.

Since the call center operating program according to the sixth invention captures the call center system according to the third invention as a program invention, its effect is the same as that of the third invention.

Since the call center operating program according to the seventh invention captures the call center system according to the fourth invention as a program invention, its effect is the same as that of the fourth invention.

Since the call center operating program according to the eighth invention captures the call center system according to the fifth invention as a program invention, its effect is the same as that of the fifth invention.

It is a conceptual diagram of the call center system which concerns on embodiment of this invention. (A) is a conceptual diagram showing the contents of the database server of the call center system according to the embodiment of the present invention, and (b) is a conceptual diagram showing the contents of the application server. It is a conceptual diagram which shows the process until the shop terminal and the operator terminal are connected in the call center system which concerns on embodiment of this invention. It is a conceptual diagram which shows the state which the whiteboard area is displayed on the screen of the operator terminal in the call center system which concerns on embodiment of this invention. It is a conceptual diagram which shows the state which the material display area is displayed on the screen of the operator terminal in the call center system which concerns on embodiment of this invention. It is a conceptual diagram which shows the state which the display of the material display area is shared between the screen of the operator terminal and the screen of a shop terminal in the call center system which concerns on embodiment of this invention. It is a conceptual diagram which shows the process until the shop terminal and the operator terminal are connected when the shop terminal waits for connection with the operator terminal in the call center system which concerns on embodiment of this invention. (A) is a conceptual diagram showing the screen display of the shop terminal when making a call from the shop terminal to the operator terminal in the call center system according to the embodiment of the present invention, and (b) is a waiting for connection with the operator terminal. It is a conceptual diagram which shows the screen display of the shop terminal in the case of. (A) is a conceptual diagram showing a screen display of an operator terminal when a connection wait occurs in the operator terminal when a call is made from the shop terminal to the operator terminal in the call center system according to the embodiment of the present invention. (B) is a conceptual diagram relating to the connection waiting information pop-up included in the screen display of the operator terminal. In the first modification of the call center system according to the embodiment of the present invention, a conceptual diagram showing a process until the shop terminal and the operator terminal are connected when the shop terminal waits for connection with the operator terminal. Is. In the second modification of the call center system according to the embodiment of the present invention, a conceptual diagram showing a process until the shop terminal and the operator terminal are connected when the shop terminal waits for connection with the operator terminal. Is.

Hereinafter, the call center system according to the embodiment of the present invention will be described with reference to FIGS. 1 to 9.
FIG. 1 is a conceptual diagram of a call center system according to an embodiment of the present invention, and FIG. 2 is a conceptual diagram showing the contents of a database server and an application server of the call center system.
In FIG. 1, the call center system 1 has a configuration in which a plurality of stores A and B and a call center 9 are connected to each other via a wide area communication network 8 and a part of the system cloud 2 is connected to them.
The plurality of stores A and B may be, for example, a mobile phone carrier store, a mass retailer of home appliances and furniture, a department store, etc., and are used by customers of the stores A and B to search for product information and the like. Shop terminals 17a and 17b are installed, respectively. The number of shop terminals 17a and 17b installed in each of the stores A and B is appropriately increased or decreased according to the store area and the number of store staff.
For example, a customer who visits a mobile phone carrier's stores A and B may feel uncomfortable if all the store staff in charge of customer service are dealing with other customers, and may be forced to wait in line in the store. Since there is a risk that it will flow to the mobile phone carrier, the operator who installs the shop terminals 17a and 17b and refrains from the call center 9 will be utilized.
The shop terminals 17a and 17b are composed of touch panel type tablet terminals, etc., and can check product information and answers to general questions, as well as detailed information on products and administrative procedures, etc. It is possible to receive explanations while face-to-face with the operator resident at the call center 9 on behalf of the store staff who actually perform the procedures and submit documents necessary for contracts and the like.

The call center 9 is provided with an operator terminal 12 used by the operator and a supervisor terminal 11 used by the supervisor who controls the operator. The shop terminals 17a and 17b in the stores A and B and the operator terminal 12 and the supervisor terminal 11 can be directly connected peer-to-peer via the wide area communication network 8. It will be described that the operator terminal 12 will access, that is, connect to various devices including a server and the like in the future, but the supervisor terminal 11 can also access what the operator terminal 12 can access.
Further, the system cloud 2 controls the incoming / outgoing calls of the electronic certificate authority server 7, the shop terminals 17a, 17b, and the operator terminal 12 that perform electronic authentication on the client certificates mounted on the shop terminals 17a and 17b, respectively. A signaling server 6 is provided. The shop terminals 17a and 17b can access the electronic certificate authority server 7 and the signaling server 6 via the wide area communication network 8.
Further, the application server 5 receives the incoming call destination inquiry signal from the signaling server 6 that has received the outgoing inquiry signal from the shop terminals 17a and 17b via the local connection line 16, and selects and assigns the operator terminal 12 as the incoming call destination. Is provided. In order for the shop terminals 17a and 17b to receive the destination identification information for connecting to the assigned operator terminal 12 from the signaling server 6, the application server 5 identifies the destination for the assigned operator terminal 12. Information is transmitted to the signaling server 6. The destination information means the identification information of the operator terminal 12 that receives a call from the shop terminals 17a and 17b. Further, the identification information regarding the shop terminals 17a and 17b or the operator terminal 12 specifically means information such as a number or a symbol that can identify the terminal such as a telephone number unique to each terminal, but is wide-area. It may be meant as a combination of information such as a telephone number and network information such as an IP address so that a connection to a communication network 8, that is, an Internet connection is possible.

Further, in the system cloud 2, company information about stores A and B themselves, detailed information about products handled by the store, information about contracts for selling or renting products to customers, detailed specification information about products and services, and store information. A database server 4 for storing personal information about customers, information about contract details, and the like is provided. The details of the stored data will be described later with reference to FIG.
When the operator of the call center 9 accesses the database server 4 or the application server 5 of the system cloud 2 from the operator terminal 12, the VPN server on the system cloud 2 side via the signal line 14a on the call center 9 side and the VPN router 10. It goes through 3 and the signal line 14b. A VPN (Virtual Private Network) is constructed as a highly secure closed communication network 13 between the VPN router 10 and the VPN server 3. Further, the connection between the signal lines 14a and 14b, the local connection line 16, and other devices and servers may be wired or wireless.
In FIG. 1, since the connection between devices and servers is made via the wide area communication network 8 and the highly secure closed communication network 13, any route of any line is used for voice, text, video, and information. For convenience, signal lines 14c and 15a-15c are described as signal lines on the wide area communication network 8 in order to clarify whether (hereinafter, may be referred to as information or the like) is transmitted. That is, all of these signal lines 14c and 15a-15c are included in the wide area communication network 8. In the following embodiment, information and the like are transmitted through any signal line, which will be described in detail.

Next, the contents of the database server 4 and the application server 5 provided in the system cloud 2 of the call center system 1 will be described with reference to FIG.
In FIG. 2A, the database server 4 stores client management data 4a, store management data 4b, staff management data 4c, group management data 4d, performance management data 4e, and business material data 4f.
The client management data 4a is data related to the client for the call center 9 which is a company operating the stores A and B. Specifically, it is data related to the company itself such as the company name and business content.
The store management data 4b is data related to store operation, and specifically, data related to a store name, a store manager, a store location, a telephone number, the number of terminals, and the like.
The staff management data 4c is data related to the personnel (staff) on the call center 9 side, which are arranged corresponding to each client's store. Specifically, the store name of the client as a base, the occupation as a staff such as an operator or a supervisor who supervises the operator or a supporter who supports the operator, the login ID of each staff, the name of the staff, the languages that can be supported, etc. Data about.
The group management data 4d is data related to the operation of the group to which the staff of the call center 9 belongs, and specifically, the store name, staff name, incoming call priority from the shop terminals 17a, 17b, etc. of the client as the base. Data about.
The performance management data 4e is data related to the performance of the service provided to the customer who visited the store on the client side by the staff on the call center 9 side. Specifically, it is data related to call history (call date / time, store name, customer name, call time) between staff and customers, call recording / recording, and the like.
The business material data 4f is data related to materials for carrying out store business. Specifically, materials such as leaflets (images) and videos for staff to explain detailed specifications of products and services to customers in stores, procedure forms and disclaimer explanations required for contracts, stores, etc. This is data related to information explanation materials related to companies.
These data can be accessed from the operator terminal 12 or the supervisor terminal 11 via the signal line 14a, the highly secure closed communication network 13, and the signal line 14b, and are input, modified, or deleted as necessary. This contributes to the service of store customers while smoothly executing the operation of the call center system 1.

Next, the device stored in the application server 5 will be described with reference to FIG. 2 (b). Although each is the name of the device, it is actually filed as a program in the application server 5, and the executable information processing function is expressed as a hardware device.
The operator terminal allocation device 5a is an operator terminal 12 based on a predetermined allocation rule for a destination inquiry as to which operator terminal 12 is received by the shop terminals 17a and 17b to the signaling server 6. It is a device that assigns. The allocation rule means a rule including a priority order of which operator terminal 12 to connect to when there is an outgoing call from the shop terminals 17a and 17b by a customer of the store in advance, and this allocation rule. Can be set in advance for both the client company that operates the store and the company that operates the call center 9. Further, when only a specific operator terminal 12 is selected and connected, or when a call is made from the shop terminals 17a and 17b, a menu related to the service content and the like is displayed in advance, and the operator terminal 12 is assigned by the selection. It is also possible to do so.
The operator terminal calling device 5b is a device that calls the operator terminal 12 assigned by the operator terminal assigning device 5a.
The shop terminal information transmitting device 5c is a transmission received from the signaling server 6 according to a request for source identification information from the operator terminal 12 called by the operator terminal calling device 5b, or even if there is no request for the source identification information. It is a device that transmits the identification information of the original shop terminals 17a and 17b to the operator terminal 12.

Then, the operator terminal 12 displays the identification information about the shop terminals 17a and 17b of the sender on the screen of the operator terminal 12, and the shop terminals 17a and 17b waiting for connection as will be described later. A peer-to-peer connection is executed from the operator terminal 12 to the shop terminals 17a and 17b of the sender.
The operator terminal information transmission device 5d is a device that transmits identification information regarding the destination operator terminal 12 assigned by the operator terminal allocation device 5a to the signaling server 6. Then, the signaling server 6 transmits the identification information about the destination operator terminal 12 to the shop terminals 17a and 17b, and the shop terminals 17a and 17b execute a peer-to-peer connection with the destination operator terminal 12.
The signaling server 6 includes information on the correspondence between the unique telephone numbers of the shop terminals 17a and 17b and the operator terminal 12 and the IP address and the like that dynamically change in association with the telephone numbers, for example, the shop terminal 17a. When a call is sent from, 17b to the operator terminal 12, first, the shop terminals 17a and 17b enter between the shop terminals 17a and 17b, and the application server 5 is contacted by any of the shop terminals 17a and 17b. The sender identification information is provided so that it is possible to identify whether the call is made or not. Further, when the allocation and calling of the operator terminal 12 are completed by the operator terminal allocation device 5a and the operator terminal calling device 5b, the signaling server 6 transfers the destination identification information regarding the assigned operator terminal 12 to the application server 5 and the shop. It enters between the terminals 17a and 17b and provides information to the shop terminals 17a and 17b so that it is possible to identify which operator terminal 12 is assigned as the called destination.

Returning to FIG. 2B, the numbered ticket management device 5e responds to the shop terminals 17a and 17b in each of the operator terminals 12, and when there is no vacancy, until there is a vacancy in the shop terminals 17a and 17b. It is a device that issues numbered tickets for waiting in the order in which the waiting occurred. The number of operator terminals 12 of the call center 9 can be increased according to the number of operators, but there are cases where a response is required exceeding the number of operators in charge of the day, and a numbered ticket is issued on the shop terminals 17a and 17b at that time. Then, it is possible to temporarily ask the customer of the store to wait in line, and it is a device that manages the issuance.
The screen sharing device 5f is a device for sharing a screen between the operator terminal 12 and the shop terminals 17a and 17b. The operator terminal 12 can access the database server 4 via the highly secure closed communication network 13 and display the business data data 4f on the operator terminal 12 for explanation. At that time, the shop terminal 17a, By displaying the material displayed on the screen of the operator terminal 12 on 17b as well, it is a device that facilitates explanations and procedures to customers by the operator. Since the display contents of the screen of the operator terminal 12 are simply displayed and shared on the screens of the shop terminals 17a and 17b, the shop terminals 17a and 17b do not access the database server 4 but go through the screen of the operator terminal 12. It is possible to grasp the contents of the materials displayed on the screen. Materials can be shared not only with still images but also with moving images.
The chat device 5g is a device that enables chat between the operator terminal 12 and the shop terminals 17a and 17b. Text data such as words and sentences can be input from each other's terminals and can be displayed on each other. It is an effective device when confirmation is required with the written characters.

Next, the flow of a video call between the shop terminals 17a and 17b and the operator terminal 12 will be described with reference to FIG. FIG. 3 is a conceptual diagram showing a process until the shop terminals 17a and 17b and the operator terminal 12 are connected in the call center system 1 according to the embodiment of the present invention. FIG. 3 also shows the execution process of the call center operation program of the present invention by a computer, and it is a call center operation to explain the flow of data and signal processing in the call center system 1 with reference to this figure. It is synonymous with explaining the embodiment of the program.
In FIG. 3, in step S1, the shop terminals 17a and 17b are activated by the operation of the customer who visits the stores A and B, and the electronic certificate authority server 7 uses the client certificate mounted on the shop terminals 17a and 17b. Access and request electronic authentication. In this step S1, the shop terminal 17a accesses the electronic certificate authority server 7 via the signal lines 15a and 15b and the signal lines 15c on the wide area communication network 8 of FIG. In step S2, the electronic certificate authority server 7 performs the authentication procedure based on the request from the shop terminals 17a and 17b, and the notification that the authentication procedure is completed in step S3 is transmitted to the shop terminals 17a and 17b.
The shop terminals 17a and 17b for which the authentication procedure has been completed perform a login procedure for the signaling server 6 as step S4 via the signal lines 15a and 15b and the signal line 15c, and in step S5, the signaling server 6 performs the login procedure for the shop terminal 17a, Confirm the login of 17b. Further, the operator terminal 12 also performs a login procedure to the signaling server 6 via the signal line 14a and the signal line 14c and the signal line 15c on the wide area communication network 8 in step S6, and in step S7, the signaling server 6 also performs a login procedure. Confirm the login in step S12.
At this point, the login to the call center system 1 of the shop terminals 17a and 17b and the operator terminal 12 is completed, and the operator terminal 12 is in a state of waiting for a call transmission from the shop terminals 17a and 17b. The portion above the broken line shown in FIG. 3 is the login operation stage, and the portion below is the standby stage.
In FIG. 1, the store A and the store B are described and the respective shop terminals are represented by the reference numerals 17a and 17b. Therefore, in this specification, the shop terminals of the store A and the store B are referred to as the shop terminals 17a and 17b. Although described in parallel, since each is an independent shop terminal and it is difficult to assume that each is connected to, for example, the operator terminal 12 at the same time, the description of the shop terminal 17b is omitted from this point onward to the shop of store A. Only the terminal 17a will be described as an example.

In step S8, the customer makes a call to the operator terminal 12 by the shop terminal 17a, that is, sends a call inquiry signal because of a shortage of customer service personnel in the store A. The call transmission by the shop terminal 17a is transmitted to the signaling server 6 via the signal lines 15a and 15c, and in step S9, the call transmission is a request for transmission of the incoming call destination inquiry signal to the signaling server 6, so that the signaling server 6 is local. This is transmitted to the application server 5 via the connection line 16. In step S10a, the application server 5 receives the destination inquiry signal, determines the allocation of the operator terminal 12 based on a predetermined allocation rule, and determines the allocation of the operator terminal 12 via the signal lines 14b, 14a and the highly secure closed communication network 13. Call the assigned operator terminal 12.
As step S11, the signaling server 6 receives the identification information regarding the allocation of the destination from the application server 5 via the local connection line 16, and based on this information, the signal lines 15c and 15a are used as the identification information regarding the operator terminal 12 of the destination. It is transmitted to the shop terminal 17a via.
The operator terminal 12 requests the application server 5 for identification information regarding the source shop terminal 17a via the signal lines 14a and 14b and the highly secure closed communication network 13 in step S12, and the application server 5 in step S13. The identification information about the source shop terminal 17a is returned to the operator terminal 12 via the signal lines 14b and 14a and the highly secure closed area communication network 13 so as to respond to the request, and the operator terminal 12 is the source as step S14. The identification information about the shop terminal 17a of the above is acquired, and the content thereof is displayed on the screen of the operator terminal 12.

In step S15, the shop terminal 17a that has obtained the identification information about the operator terminal 12 assigned as the called destination is directly assigned to the operator terminal 12 via the signal lines 15a and 14c and the signal line 14a on the wide area communication network 8. On the other hand, a call is made to make a peer-to-peer connection, and in step S16, the operator terminal 12 receives a call from the shop terminal 17a and is connected to establish a video call.
In the call center system 1 according to the present embodiment, the database server 4 and the application server 5 for storing the information provided in the stores A and B are connected to the operator terminal 12 by the highly secure closed communication network 13, and the shop terminals 17a and 17b are connected. Since it is not connected to the server, it is possible to perform highly secure communication without the possibility of confidentiality leakage. Further, since the shop terminals 17a and 17b are connected to the operator terminal 12 through the wide area communication network 8, they can be easily connected, but the shop terminals 17a and 17b are equipped with a client certificate and authenticate the client certificate. Since the electronic authentication station server 7 is provided, it is possible to ensure the security of the connection between the shop terminals 17a and 17b and the operator terminal 12.

Next, a video call between the shop terminal 17a and the operator terminal 12 will be described with reference to FIG. FIG. 4 is a conceptual diagram showing a state in which the whiteboard area 22 is displayed on the screen 20a of the operator terminal 12 in the call center system 1 according to the embodiment of the present invention.
In FIG. 4, the screen 20a includes an area shown by a thick broken line and a system information display unit 21. The area shown by the thick broken line is an area that can be shared with the screen of the shop terminal 17a connected through the wide area communication network 8. What is shared with the shop terminal 17a in the state of FIG. 4 is the shop terminal monitor screen 23, the operator terminal monitor screen 24, and the talk script display screen 25, which are always shared. On the other hand, the whiteboard area 22 has not been shared yet.
In this shared area, there is a whiteboard area 22, and a marker icon 29a for drawing characters and figures by hand, a coloring palette icon 29b for coloring, and a color selection icon 29d display system information in the whiteboard area 22. It is displayed on the tool icon display unit 29 arranged in the unit 21.
The operator who operates the operator terminal 12 selects the marker icon 29a to draw a character or figure in the whiteboard area 22, and if he / she wants to color the drawn character or figure, selects the coloring palette icon 29b, and then colors. Characters and figures can be colored by selecting the desired color using the color selection icon 29d.
Further, in the thick dashed area, the state of the customer in the store is delivered in real time through the shop terminal 17a and displayed as the shop terminal monitor screen 23, and the state of the operator using the operator terminal 12 is also transmitted to the shop terminal 17a. However, the state of the transmitted operator is also displayed as the operator terminal monitor screen 24.

Further, on the talk script display screen 25, the contents of the chat exchanged between the operator and the customer by the chat device 5g are displayed in chronological order.
Further, a material screen selection icon 30 and a whiteboard screen selection icon 31 are arranged above the screen 20a of the operator terminal 12, and by selecting these, a material screen or a whiteboard screen can be selected. Can be done. In the state shown in FIG. 4, the whiteboard area 22 is displayed by selecting the whiteboard screen selection icon 31. When selecting the document screen selection icon 30, if the file icon 29c of the system information display unit 21 is selected, the database server 4 can be accessed, and it is appropriate from the business document data 4f stored in the database server 4. It is possible to select various materials and display them on the screen 20a.

Further, for example, when the operator alone cannot respond to a video call with a foreign customer, it is possible to select the supporter call icon 32 to call a supporter who can speak another language such as English.
A screen sharing icon 33 is arranged at the upper part of the shop terminal monitor screen 23, which will be described later with reference to FIGS. 5 and 6.
A description of the system information display unit 21 is added. In addition to displaying the date and time and day of the week at the time of the video call at the upper part, there is a login user display unit 26 below it, and the name of the operator logged in to the operator terminal 12 is displayed. Further, below that, there is a connection waiting number display unit 27, and the number of customers waiting for a call with the operator is displayed. Further, there is a client display unit 28 below the client display unit 28, and the client company name, the store name, and the terminal name in which the shop terminal 17a is installed are displayed. These displays are executed by the operator terminal 12 accessing the database server 4 via the highly secure closed communication network 13 described with reference to FIG. 1 and reading out the client management data 4a and the store management data 4b.

Next, with reference to FIGS. 5 and 6, a description of the call center system 1 according to the present embodiment will be added. FIG. 5 is a conceptual diagram showing a state in which a material display area is displayed on the screen of the operator terminal 12 in the call center system 1 according to the present embodiment, and FIG. 6 is a conceptual diagram of the screen of the operator terminal 12 and the screen of the shop terminal 17a. It is a conceptual diagram which shows the state which the display of the material display area is shared among. In these figures, the components already described are designated by the same reference numerals and the description thereof will be omitted.
In FIG. 5, the screen 20b shows a material display area 34 in place of the whiteboard area 22 shown in FIG. This is because the material screen selection icon 30 is selected by the operator who operates the operator terminal 12. In the material display area 34, the file icon 29c is selected by the operator, the operator terminal 12 accesses the database server 4, and the business material data 4f related to the quotation regarding the application for the mobile phone is selected and displayed. The access from the operator terminal 12 to the database server 4 is executed via the highly secure closed communication network 13.
In the system information display unit 21, the material content selection icon 29e is displayed in place of the color selection icon 29d shown in FIG. The material content selection icon 29e displays material information that can be incidentally selected with respect to the material currently displayed on the screen 20b. In the material display area 34 of the screen 20b, the "price plan" of the material content selection icon 29e is displayed.

When the screen sharing icon 33 arranged at the upper left of the screen 20b of FIG. 5 is selected, the contents of the material display area 34 of the screen 20b of the operator terminal 12 operated by the operator are displayed on the screen of the shop terminal 17a. It is possible to share the display contents of the document display area 34. The display of the operator terminal 12 in this state will be described with reference to FIG.
In FIG. 6, on the screen 20c, the screen sharing release icon 35 and the screen sharing icon 36 are arranged in the thick dashed line at the upper left. By showing the screen sharing icon 36, it is possible to make the operator who operates the operator terminal 12 understand that the screen is shared with the shop terminal 17a. The screen sharing is executed for the operator to explain the contents while displaying the business material data 4f stored in the database server 4 on the shop terminal 17a, and the customer who operates the shop terminal 17a is, for example, a figure. By looking at the "estimate" in the material display area 34 shown in 5 and FIG. 6, it is possible to grasp the specific contents of the price plan of the mobile phone for which the contract is currently being made. When the customer understands, the operator can cancel the sharing by selecting the screen sharing cancellation icon 35.
In sharing the screens of the operator terminal 12 and the shop terminal 17a, the operator terminal 12 accesses the database server 4, but the shop terminal 17a does not access the database server 4, and the screen contents of the operator terminal 12 are used as they are in the shop terminal. Since it is only displayed on the screen of 17a, there is no concern that the business material data 4f and other information itself stored in the database server 4 will be leaked to the outside.
The operator terminal 12 securely accesses information such as business data data 4f stored in the database server 4 through the highly secure closed communication network 13, displays the information on the screen 20c of the operator terminal 12, and displays the information on the screen 20c of the operator terminal 12. Since the display content of the screen 20c can be displayed and shared on the shop terminal screen 17a through the wide area communication network 8, the business data data 4f stored even if the shop terminal 17a cannot access the database server 4 The contents of the information such as the above can be viewed through the screen 20c of the operator terminal 12 and the screen of the shop terminal 17a. That is, there is little risk of accessing the database server 4 from the outside and accessing the stored information, and it is possible to manage the database server 4 having a high security level.

Next, with reference to FIGS. 7 to 9, a description will be added regarding the case where the operator terminal 12 has no vacancy and a connection wait occurs in response to a call transmission from the shop terminal 17a in the call center system 1, and a numbered ticket is issued. ..
FIG. 7 shows a process until the shop terminal 17a and the operator terminal 12 are connected to each other when the shop terminal 17a waits for connection with the operator terminal 12 in the call center system 1 according to the embodiment of the present invention. 8A is a conceptual diagram, and FIG. 8A is a conceptual diagram showing a screen display of the shop terminal 17a when making a call from the shop terminal 17a to the operator terminal 12 in the call center system 1, and FIG. 8B is a conceptual diagram with the operator terminal 12. It is a conceptual diagram which shows the screen display of the shop terminal 17a when the connection waiting occurs.
FIG. 9A is a conceptual diagram showing a screen display of the operator terminal 12 when a connection wait occurs in the operator terminal 12 when a call is made from the shop terminal 17a to the operator terminal 12 in the call center system 1. Yes, (b) is a conceptual diagram regarding the connection waiting information pop-up included in the screen display of the operator terminal 12. It should be noted that FIGS. 7 and 10 and 11 which will be referred to later also show the execution process of the call center operation program of the present invention, and in the call center system 1 and its modified examples with reference to these figures. Explaining the flow of data and signal processing is synonymous with explaining an embodiment of a call center operation program and an example thereof.

In FIG. 7, the steps already described with reference to FIG. 3 are designated by the same reference numerals and the description thereof will be omitted. When the shop terminal 17a makes a call in step S8, the display as shown in FIG. 8A is displayed on the screen of the shop terminal 17a. The state of making a call and the "cancel" icon for stopping the call when the question or service request is resolved before the call is received from the operator terminal 12 are shown. In response to the call transmission from the shop terminal 17a, when the signaling server 6 inquires the application server 5 for the called destination in step S9, if there is no space in the operator terminal 12, the application server 5 steps. A numbered ticket will be issued as S10b. This numbered ticket is issued in the order of the shop terminals 17a that are found to be full, and although it follows the allocation rule of the application server 5, basically the vacant operator terminals 12 are assigned in the order in which the waiting list occurs and the waiting is resolved. Is to be done.

The signaling server 6 that received the notification regarding the issuance of the numbered ticket via the local connection line 16 shown in FIG. 1 issues a connection waiting notification to the shop terminal 17a via the signal lines 15c and 15a as step S11b. The shop terminal 17a confirms the issuance of the numbered ticket through the screen of the shop terminal 17a. The screen notifying the issuance of this numbered ticket is as shown in FIG. 8 (b).
On the screen, it is shown that the online window by the operator terminal 12 is currently waiting for three sets, and a caution statement is attached to wait for an incoming call from the operator terminal 12. Again, a "cancel" icon is shown to stop the call. In such a state, although not shown in FIG. 7, a numbered ticket is issued by the application server 5 in step S10b, and the operator terminal 12 is issued via the signal lines 14b and 14a and the highly secure closed communication network 13. On the other hand, the information regarding the connection waiting in step S11b is notified, and three people are posted on the connection waiting number display unit 27 of the screen 20a-20c of the operator terminal 12 described above with reference to FIGS.
The shop terminal 17a that has confirmed the issuance of the numbered ticket disconnects the call transmission as step S12b in order to avoid congestion in the wide area communication network 8. Even in that case, the numbered ticket notifying the waiting list shown in FIG. 8B is displayed on the screen of the shop terminal 17a.
Further, since the signaling server 6 constantly monitors the connection status between the shop terminal 17a and the operator terminal 12, when a change occurs in the waiting order, the signaling server 6 detects the change and disconnects the call transmission. Even in the shop terminal 17a, the fluctuation can be displayed by correcting the number of people waiting for the numbered ticket displayed on the screen of the shop terminal 17a at any time.
Then, when a vacancy occurs in the operator terminal 12 in step S13b, the connection of the operator terminal 12 is monitored in step S14b via the signal line 14a and the signal lines 14c and 15c on the wide area communication network 8. Detected by the signaling server 6. The signaling server 6 notifies the application server 5 that a vacancy has occurred in the operator terminal 12 via the local connection line 16.

Then, in step S15b, the application server 5 that receives the notification that the operator terminal 12 has a vacancy is vacant via the signal lines 14b and 14a and the highly secure closed communication network 13 in the order of issuing the numbered ticket. A call is made to the terminal 12 to the sender who is waiting for the connection based on a predetermined allocation rule.
As step S16b, the vacant operator terminal 12 requests the application server 5 for the identification information of the sender by the reverse route, and as step S17b, the application server 5 is, in principle, the shop terminal of the sender according to the order in which the numbered tickets are issued. The identification information regarding 17a is returned to the operator terminal 12.
As step S18b, the vacant operator terminal 12 acquires the identification information regarding the shop terminal 17a of the transmission source, and displays the content on the screen of the operator terminal 12. The state in which the identification information regarding the originator shop terminal 17a waiting for the connection is popped up on the screen 20d of the operator terminal 12 is as shown in FIG. 9A.

In FIG. 9A, the same reference numerals are given to the configurations described by using the screens 20a-c so far, and the description thereof will be omitted. The connection waiting information pop-up 37 is displayed on the lower left side of the screen 20d, and FIG. 9 (b) shows an enlarged display of this display. Both the call icon 38 and the cancel icon 39 are arranged in the connection waiting information pop-up 37. Further, since the store name and the connection waiting time of the customer are displayed, it is possible to promote the operator who operates the operator terminal 12 to grasp the detailed situation rather than simply displaying the number of people waiting.
In FIGS. 9A and 9B, only one connection waiting information pop-up 37 is displayed, but when a plurality of connection waiting occurs, connection waiting information is displayed for all the connection waiting customers. A display such as the pop-up 37 may be displayed according to the order in which the numbered tickets are issued. Further, regarding the connection waiting information pop-up 37, regardless of whether it is one or a plurality, it is detected by the signaling server 6 that constantly monitors the connection between the operator terminal 12 and the shop terminal 17a in the order in which the connection waiting is resolved. , The signaling server 6 may notify the application server 5 of the connection cancellation, the application server 5 may cancel the numbered ticket issuance status to the operator terminal 12, and the connection waiting information pop-up 37 may be withdrawn. That is, the latest connection waiting information pop-up 37 is always displayed on the operator terminal 12.

When the call icon 38 is selected by the operator who operates the vacant operator terminal 12, the operator terminal 12 directly refers to the shop terminal 17a of the sender as step S19b based on the sender identification information. Transmission for peer-to-peer connection is performed via the signal lines 14a and 14c and the signal line 15a on the communication network 8, and in step S20b, the shop terminal 17a receives the transmission from the operator terminal 12 and is connected to the video. The call is established. Select the call icon 38 once, and if you want to cancel the call, select the cancel icon 39.
As described above, in the call center system 1 according to the present embodiment, by issuing a numbered ticket when the operator terminal 12 is full, the anxiety and stress for the customer operating the shop terminal 17a can be reduced. Is possible. Further, the connection waiting information pop-up 37 is displayed on the operator terminal 12 according to the order in which the numbered tickets are issued, and the vacant operator terminal 12 makes a call to the shop terminal 17a for peer-to-peer connection. Therefore, the shop terminal 17a only needs to disconnect the first outgoing call and wait for the outgoing call and the incoming call from the operator terminal 12, and it is possible to reduce the mental burden on the customer. In addition, as soon as the service to other customers of the operator who operates the operator terminal 12 is completed and the response to the next customer is ready, the operator makes a call, so that time is not wasted and it is efficient and rational. It becomes possible to provide services to customers.
Further, when a plurality of connection waits occur, the connection wait information pop-up 37 is displayed for all the operator terminals 12, so that the shop terminal 17a can be quickly accessed in order from the operator terminal 12 in which a vacancy occurs. Since peer-to-peer connection can be started, it is possible to eliminate lost time especially when there are many stores and many shop terminals 17a, and efficient customer service can be handled. Therefore, it is possible to expect an improvement in customer satisfaction.
In the present embodiment, the invention has been described as a system, but the process of processing data and signals using the system can be regarded as a program invention for executing a computer, and its operation and The effect is the same as that of the system invention already described. The same applies to the modified examples of the embodiments described later.

Next, a first modification of the call center system 1 according to the present embodiment will be described with reference to FIG. 10. FIG. 10 is a conceptual diagram showing a process until the shop terminal 17a and the operator terminal 12 are connected to each other when the shop terminal 17a is waiting for connection with the operator terminal 12 in the first modification of the call center system 1. Is.
In FIG. 10, the same steps as those described in FIGS. 3 and 7 are designated by the same reference numerals, and the description thereof will be omitted. In the first modification, in step S11b, the signaling server 6 notifies the shop terminal 17a of the transmission source of the waiting for connection via the signal lines 15c and 15a on the wide area communication network 8, and at the same time, notifies the operator terminal 12. Also notifies that a connection wait has occurred via the signal lines 15c and the signal lines 14c and 14a on the wide area communication network 8, and as step S13c, the operator terminal 12 tells the application server 5 the signal lines 14a and 14b and It requests identification information about a source that is waiting for a connection via the highly secure closed communication network 13. Upon receiving the request, the application server 5 returns the source identification information to the operator terminal 12 by the reverse route in step S14c.
As step S15c, the operator terminal 12 acquires the identification information regarding the shop terminal 17a of the transmission source, and displays the content on the screen of the operator terminal 12. This display is the connection waiting information pop-up 37 shown in FIGS. 9A and 9B. At this stage, there is no vacancy in the operator terminal 12, and when a vacancy occurs in step S16c, the vacant operator terminal 12 has already obtained the identification information of the sender. Based on this, in step S17c, transmission for peer-to-peer connection to the source shop terminal 17a is performed via the signal lines 14a and 14c and the signal line 15a on the wide area communication network 8. In this first modification, since the operator who operates the operator terminal 12 that has a vacancy is aware of the vacancy of the operator terminal 12, he / she selects the call icon 38 of the connection waiting information pop-up 37 that is already displayed on the screen. You can make a call for peer-to-peer connection just by doing.
In step S18c, the shop terminal 17a receives an incoming call from the operator terminal 12 and is connected to establish a video call.

In such a first modification of the call center system 1, even if the signaling server 6 does not detect the connection availability of the operator terminal 12, the operator who has created the connection availability peers to the customer who is waiting for the connection. Since it is possible to make a call for a two-peer connection, it is possible to provide customer service more efficiently and rationally in addition to the effect of the call center system 1 according to the embodiment.

Finally, with reference to FIG. 11, a second modification of the call center system 1 according to the present embodiment will be described. FIG. 11 is a conceptual diagram showing a process until the shop terminal 17a and the operator terminal 12 are connected to each other when the shop terminal 17a is waiting for connection with the operator terminal 12 in the second modification of the call center system 1. Is.
In FIG. 11, the same steps as those described in FIGS. 3, 7 and 10 are designated by the same reference numerals, and the description thereof will be omitted. In the second modification, the application server 5 issues a numbered ticket to the shop terminal 17a in step S10b, and at the same time, the application server 5 identifies the source that is waiting for connection to the operator terminal 12 as step S13d. Information is transmitted via the signal lines 14b, 14a and the highly secure closed communication network 13.
As step S14d, the operator terminal 12 acquires the identification information regarding the shop terminal 17a of the transmission source, and displays the content on the screen of the operator terminal 12. This display is the connection waiting information pop-up 37 shown in FIGS. 9A and 9B. At this stage, as in the first modification, the operator terminal 12 is not yet vacant, and when a vacancy is created in step S15d, the vacant operator terminal 12 has already used the source identification information. Since it has been obtained, transmission for peer-to-peer connection is performed to the source shop terminal 17a in step S16d based on the identification information. In this second modification, the application server 5 transmits the source identification information to the operator terminal 12 at the same time as the numbered ticket is issued without requesting the source identification information, so that the second modification is more than the first modification. It will be more efficient and rational.
Further, as in the first modification, since the operator who operates the operator terminal 12 that has a vacancy is aware of the vacancy of the operator terminal 12, the call icon of the connection waiting information pop-up 37 that is already displayed on the screen is displayed. Outgoing for peer-to-peer connection is possible simply by selecting 38.
In step S17d, the shop terminal 17a receives an incoming call from the operator terminal 12 and is connected to establish a video call.

In such a second modification of the call center system 1, the sender identification information can be obtained without requesting the sender identification information from the operator terminal 12, and further, the connection of the operator terminal 12 by the signaling server 6 is possible. Even if the vacancy is not detected, the operator who has vacated the connection can make a peer-to-peer connection to the shop terminal 17a of the customer who is waiting for the connection. In addition to the effect of the call center system 1 according to the modification of 1, it is possible to provide customer service more efficiently and rationally.

As described above, the invention according to claim 1 to 8 is a call center system capable of providing a safe and efficient service to a customer who visits a store on behalf of a customer service person in the store. It can be used for call center management programs.

1 ... Call center system 2 ... System cloud 3 ... VPN server 4 ... Database server 4a ... Client management data 4b ... Store management data 4c ... Staff management data 4d ... Group management data 4e ... Performance management data 4f ... Business data data 5 ... Application server 5a ... Operator terminal assignment device 5b ... Operator terminal calling device 5c ... Shop terminal information transmitting device 5d ... Operator terminal information transmitting device 5e ... Numbered ticket management device 5f ... Screen sharing device 5g ... Chat device 6 ... Signaling server 7 ... Electronic authentication station Server 8 ... Wide area communication network (Internet) 9 ... Call center 10 ... VPN router 11 ... Supervisor terminal 12 ... Operator terminal 13 ... Highly secure closed area communication network (VPN) 14a-14c ... Signal line 15a-15c ... Signal line 16 ... Local Connection lines 17a, 17b ... Shop terminal 20a-20d ... Screen 21 ... System information display unit 22 ... Whiteboard area 23 ... Shop terminal monitor screen 24 ... Operator terminal monitor screen 25 ... Talk script display screen 26 ... Login user display unit 27 ... Waiting for connection Display unit 28 ... Client display unit 29 ... Tool icon display unit 29a ... Marker icon 29b ... Coloring palette icon 29c ... File icon 29d ... Color selection icon 29e ... Material content selection icon 30 ... Material screen selection icon 31 ... Whiteboard Screen selection icon 32 ... Supporter call icon 33 ... Screen sharing icon 34 ... Material display area 35 ... Screen sharing cancellation icon 36 ... Screen sharing icon 37 ... Connection waiting information pop-up 38 ... Calling icon 39 ... Canceling icon A, B ... Store

Claims (8)

Authenticates the shop terminal used by the customer who uses the store, the operator terminal used by the operator in the call center, the wide area communication network connecting the shop terminal and the operator terminal, and the client certificate mounted on the shop terminal. An incoming call destination inquiry signal is received from the electronic authentication station server, the signaling server that controls the incoming / outgoing calls of the shop terminal and the operator terminal, and the signaling server that has received the outgoing inquiry signal from the shop terminal. The called destination identification information is transmitted to the signaling server in order to receive the called destination identification information for connecting to the selected operator terminal by the shop terminal by selecting and assigning the operator terminal. It has an application server, a database server for storing information provided in the store, and a closed communication network that is more secure than the wide area communication network that connects the database server and the application server to the operator terminal. Characterized call center system. The shop terminal and the operator terminal are provided with a screen and can send and receive voice, text, and images via the wide area communication network, and the operator terminal accesses the database server via the highly secure closed communication network. Then, the information is displayed on the operator terminal screen, and the shop terminal exchanges the content of the information displayed on the operator terminal screen with the shop terminal screen without being connected to the highly secure closed communication network. The call center system according to claim 1, wherein the information about the store can be viewed by sharing the information with the terminal. When the application server receives the destination inquiry signal from the signaling server and the operator terminal is full, the application server issues a numbered ticket to the shop terminal and the operator. Notifies the terminal that a connection wait has occurred at the shop terminal of the caller, and is vacant so as to make a call to the shop terminal of the caller selected based on the issue order of the numbered ticket. A call is made to the operator terminal, and the vacant operator terminal makes a call to the shop terminal of the selected sender based on the call request and the sender identification information received from the application server, and selects the call. The call center system according to claim 1 or 2, wherein the shop terminal of the caller is connected to the operator terminal that has received an incoming call and is vacant. The operator terminal requests the application server for the source identification information regarding the shop terminal waiting for connection in response to the notification of the occurrence of the connection wait of the shop terminal of the source notified from the application server, and the said. The application server transmits the source identification information regarding the shop terminal of the source waiting for connection to the operator terminal, and the vacant operator terminal that has received the source identification information receives the transmission request from the application server. The feature is that a call is made to the shop terminal of the sender based on the sender identification information without receiving the call, and the shop terminal of the selected sender is connected to the operator terminal that has received an incoming call and is vacant. The call center system according to claim 3. The application server includes the source identification information in the notification of the occurrence of the connection wait of the source shop terminal to the operator terminal without waiting for the request for the source identification information from the operator terminal. The operator terminal that has become vacant makes a call to the shop terminal of the sender based on the sender identification information without receiving the call request from the application server, and the shop of the selected sender. The call center system according to claim 4, wherein the terminal receives an incoming call and is connected to the operator terminal. An electronic certification authority server that connects the shop terminal used by the customer who uses the store and the operator terminal used by the operator in the call center using a wide area communication network and authenticates the client certificate mounted on the shop terminal. Select the signaling server that controls the incoming / outgoing calls of the shop terminal and the operator terminal, and the operator terminal that receives the incoming call destination inquiry signal from the signaling server that received the outgoing call inquiry signal from the shop terminal and becomes the incoming call destination. The application server that transmits the destination identification information to the signaling server in order to receive the destination identification information for connecting to the operator terminal selected by the shop terminal from the signaling server, and the store. In order to operate a call center having a database server for storing information provided in the above, and a closed communication network that is more secure than the wide area communication network that connects the database server and the application server to the operator terminal, by a computer. The program to be executed
When the application server receives the incoming call destination inquiry signal from the signaling server, the numbered ticket issuing step of issuing a numbered ticket to the shop terminal when the operator terminal is full, and the application server. However, the connection wait notification process for notifying the operator terminal that a connection wait has occurred at the shop terminal of the sender, and the sender selected by the application server based on the issue order of the numbered ticket. A call request process for making a call request to the operator terminal that has become vacant so as to make a call to the shop terminal, and a sender that the vacant operator terminal requests the sender identification information from the application server. The identification information request process, the source identification information transmission process in which the application server transmits the source identification information regarding the shop terminal of the source waiting for connection to the vacant operator terminal, and the vacant operator. The call process in which the terminal receives the sender identification information and sends the call to the shop terminal of the selected sender, and the operator terminal in which the shop terminal of the selected sender receives an incoming call and becomes vacant. A call center operating program characterized by having a connection process that is connected to. The feature is that the transmission source identification information requesting process, the source identification information transmission process, the transmission process, and the connection process are provided after the connection waiting notification process without the transmission request process. The call center operation program according to claim 6. In the connection waiting notification step, the caller identification information request process and the transmission are transmitted to the operator terminal that has become vacant including the sender identification information in the connection wait occurrence notification of the shop terminal of the sender. The call center operation program according to claim 7, wherein the transmission process and the connection process are provided without the original identification information transmission process.

Images