JP5892647B2 - Customer information management system for securities - Google Patents

Description

  The present invention relates to a customer information management system for securities, and more particularly to a customer information management system that converts call recording content with a customer into text and manages it in association with contact history information.

  Conventionally, a CRM (Customer Relationship Management) system and a call recording management system can be linked to refer to the voice of the call recording management system from the CRM system (see, for example, Patent Document 1).

JP 2010-079887 A

  In the above-described prior art, it was possible to associate call recording data and contact history information, but it was not possible to search for call recording contents related to the contact history by specifying a keyword.

  It is an object of the present invention to solve the problem that it is necessary to listen to all call recording contents in order to search the call recording contents related to the contact history as a problem of the prior art, and cannot be easily searched. To do. In addition, customer information for securities can be efficiently searched for call recording contents related to contact history by making it easy to search for call recording contents that match the search conditions specifying keywords and call time. To provide a management system.

  The customer information management system for converting voice data, which is contact information with a customer according to the present invention, to character data, manages the contact history information data input means for inputting the contact history information data with the customer, and the character data as the contact history Character data association means associated with information data, contact history information data and display means for displaying character data are provided.

  The customer information management system of the present invention is characterized by having search means for searching for predetermined character data from character data or contact history information data.

  The customer information management system of the present invention is characterized by comprising contract information association means for associating contract information data with contact history information data.

  The customer information management system of the present invention is characterized in that the character data detected by the detection means is displayed on the display means in time series.

  The customer information management system of the present invention is characterized in that audio data is reproduced from a predetermined time before a predetermined position by designating a predetermined position of a detection result displayed in time series on the display means.

According to the present invention, since the call record with the customer is converted into text, the content search can be easily performed by using a keyword or the like, and the call record can be displayed as a list.
In addition, it is possible to easily search for the presence / absence of a keyword that causes a problem in compliance.

  Furthermore, customer information management can be enhanced by associating call records with customers, contact histories, and contract information.

The block diagram for demonstrating the customer information management system for securities which is one Example of this invention. The table figure for demonstrating the data memorize | stored in the data center which is one Example of this invention. The figure for demonstrating the entity relationship of the data information which is one Example of this invention. The screen figure for selecting the function which is one Example of this invention. The screen figure for acquiring the recording data which is one Example of this invention from an external device, and registering and correlating recording data. The screen figure for acquiring the recording data which is one Example of this invention from a telephone call recording server, and performing correlation of recording data. It is a screen figure for searching customer information which is one example of the present invention. It is the screen figure which searched the text from the customer name etc. which are one Example of this invention, and displayed the search result. It is the screen figure which searched the text from the operator name etc. which are one Example of this invention, and displayed the search result. It is the screen figure which searched the number of cases from the operator name etc. which are one Example of this invention, and displayed the search result. It is the screen figure which searched the text which needs attention from the operator name etc. which are one Example of this invention, and displayed the search result. It is the screen figure which displayed the search result of the customer information by time series from the operator name etc. which are one Example of this invention, and displayed in time series. It is a screen figure for creating or editing a report such as a daily report which is an embodiment of the present invention.

Embodiments of the present invention will be described below.
An embodiment of the present invention will be described with reference to FIG. FIG. 1 is a block diagram for explaining a security customer information management system according to an embodiment of the present invention.
In FIG. 1, the structure of the customer information management system for securities is such that a data center 10, a head office 20, and a plurality of branches 30 are connected by a network 41 such as the Internet. The customer telephone 61 and the data center 10 are connected by a public line such as the public telephone network 42.

  The data center 10 includes a database server 11 for managing customer information, a WEB server 12 for converting customer information into information in a web format, a CTI (Computer Telephony Integration) server 13 for performing telephone communication with the customer, The voice data server 14 for recording and storing voice data, which is the content of a call with a customer, and the voice data texting server 15 for converting voice data into text are connected by a LAN (Local Aria Network) 16. is there.

  The head office 20 has a configuration in which a plurality of telephones 21 and a plurality of client terminals 22 are connected via a LAN 23. The voice recording device 51 in which voice data is recorded transmits the voice data to the voice data server 14 via the client terminal 22.

  The branch 30 is configured to connect a plurality of telephones 31 and a plurality of client terminals 32 via a LAN 33. The voice recording device 52 in which voice data is recorded transmits the voice data to the voice data server 14 via the client terminal 32.

  Next, data stored in the data center 10 will be described with reference to FIG. FIG. 2 is a table for explaining data stored in the data center 10 according to the embodiment of the present invention.

FIG. 2A is a diagram for explaining a customer table related to customer information stored in the database server 11.
The customer table stores a customer number, a customer address, and a department code, department name, operator code, operator name, etc., which are management information, in association with the customer name as customer information.

FIG. 2B is a diagram for explaining a contact history table that is a contact history with a customer stored in the database server 11.
The contact history table stores a contact history number, a customer number, a contact date, a contact start time, a contact end time, a contact method, and the like.
An example of the storage of the contact method will be described. When a call is made from a customer, “1” of power reception is stored, “2” of power transmission is stored when a call is made to the customer, and “3” of visit is stored when visiting.

FIG. 2C is a diagram for explaining a call recording table which is contact information with a customer stored in the voice data server 14.
The call recording table records a call recording number, a contact history number, a transmission / reception classification, a recording start date / time, a recording end date / time, voice data, and the like.
An example of the transmission / reception classification will be described. The customer's voice data when contacting the customer by phone stores “2” of the incoming call, and the voice data of the operator when contacting the customer by phone stores “1” of the outgoing call and visited In this case, “3” of transmission / reception is stored.

FIG. 2D is a diagram for explaining a call text table stored in the voice data text conversion server 15.
The call text table stores a call text number, a call recording number, call text data, and the like.

FIG. 2E is a diagram for explaining a contract transaction table stored in the database server 11.
The contract transaction table stores contract transaction numbers, customer numbers, contract dates, brand names, brand codes, quantities, contract prices, and the like.

Next, the entity relationship of information will be described with reference to FIG. FIG. 3 is a diagram for explaining the actual relationship (entity relationship) of data information according to an embodiment of the present invention.
The customer number 301 is associated with N contact history numbers 302.
The contact history number 302 is associated with one or two call recording numbers 303.
The call recording number 303 is associated with one call text number 304.
As described above, the customer number 301, the contact history number 302, the call recording number 303, and the call text number 304 can be associated with each other.

Next, the function which is one Example of this invention is demonstrated using FIGS.
FIG. 4 is a screen diagram for selecting a function according to an embodiment of the present invention.
The display unit 71 is a display unit of the client terminal 22 and the client terminal 32 and displays characters and the like.
The display unit 71 in FIG. 4 displays icons such as contact history registration / edit 401, customer information search 402, daily report registration / edit 403, and end 404. Each icon is selected with a keyboard or pointing device (not shown) to display a display screen corresponding to the function.

FIG. 5 is a screen diagram displayed on the display unit 71 when the contact history registration / edit 401 icon of FIG. 4 is selected.
FIG. 5 is a screen diagram for acquiring audio data according to an embodiment of the present invention from an external device and registering and associating the audio data.

In the contact history registration, the customer name 505 is “Hitachi Goro” or the customer number 506 is “1005”, the contact date 507 is “2011/09/10”, the contact start time 508 is “15:15”, and the contact is ended. Enter “15:30” at time 509. In the contact method 510, “3 (visit)” is selected from “1 (power reception)”, “2 (power transmission)”, and “3 (visit)” by pull-down selection. Then, by selecting (clicking) the registration 504, the registration can be made in the database server 11. An arbitrary number may be input as the contact history number 511, or may be acquired by automatic numbering. As the contact history number of this embodiment, “10087” is acquired by automatic numbering.
Each data registered in the contact history is stored in association with the contact history number 10087 of the contact history table shown in FIG.

Call recording registration has two types of voice data acquisition means. One is to store audio data recorded by the audio recording device 51, which is an external device, in the audio data server 14 via the client terminal 22. Alternatively, the voice data recorded by the voice recording device 52 is stored in the voice data server 14 via the client terminal 32.
The other obtains audio data from the audio data server 14.

The call recording registration in FIG. 5 is an example in the case of acquiring voice data from an external device.
To perform data acquisition 514 from an external device, check box 513 is checked. The transmission / reception classification 515 is a pull-down selection, and “3 (transmission / reception)” is selected from “1 (transmission)”, “2 (reception)”, and “3 (transmission / reception)”. Then, by selecting (clicking) the execution 512, the voice data recorded in the voice recording device 51 or the voice recording device 52 is stored in the voice data server 14 via the client terminal 22 or the client terminal 32, and further the voice data text The conversion server 15 converts the voice data into text data and stores it. Further, the acquired data information 520 is displayed on the display unit 71. The acquired voice data information 520 has the same contents as the call recording number, contact history number, transmission / reception classification, recording start date / time, recording end date / time, voice data, and the like in the call recording table of FIG. Note that the call recording number of this embodiment is “CR00005” obtained by automatic numbering.

  In order to search for contract information related to the customer, the registration with the contract information is performed by inputting “2011/08/08” as the search start date 522 as the search period and “2011/09 as the search end date 523. / 20 "and selecting (clicking) the search 524, a search result list 525 is displayed. From the search result list 525, a check is made to the link check box 526 of the case to be associated. Then, by selecting (clicking) the registration 521, the deal transaction number “YJ00004” can be associated with the contact history number “10087”.

  5 displays the contact history number 511 and the acquired voice data information 520, and selects (clicks) the save 501 so that the contact history number “10087” and the call recording number “CR00005” are displayed. Can be associated.

  The clear 502 on the display unit 71 in FIG. 5 can be erased from the screen by selecting (clicking). Further, close 503 is selected (clicked) to return to the display screen of FIG.

FIG. 6 is a screen diagram displayed on the display unit 71 when the contact history etc. registration / edit 401 icon of FIG. 4 is selected. FIG. 6 is the same screen as FIG.
FIG. 6 is a screen diagram for acquiring the recording data according to one embodiment of the present invention from the call recording server and associating the recording data.

The contact history registration is “Jiro Hitachi” or “1002” for customer number 506, “2011/07/17” for contact date 507, “16:30” for contact start time 508, and contact end Enter “17:30” at time 509. In the contact method 510, pull-down selection selects “1 (power reception)” from “1 (power reception)”, “2 (power transmission)”, and “3 (visit)”. Then, by selecting (clicking) the registration 504, the registration can be made in the database server 11. An arbitrary number may be input as the contact history number 511, or may be acquired by automatic numbering. As the contact history number of this embodiment, “10004” is acquired by automatic numbering.
Each data registered in the contact history is stored in association with the contact history number 10004 of the contact history table shown in FIG.

The call recording registration in FIG. 6 is an example in the case where voice data is acquired from the voice data server 14.
In order to perform data acquisition 517 from the voice data server, the check box 516 is checked. For the call recording number, “CR00003” is input in the input box 518 and “CR00004” is input in the input box 519. Then, by selecting (clicking) the execution 512, the voice data information is acquired from the voice data server 14, and at the same time, the voice data read from the voice data server 14 by the voice data text conversion server 15 is converted into text data and stored. To do. Further, the acquired data information 520 is displayed on the display unit 71. The acquired voice data information 520 has the same contents as the call recording number, contact history number, transmission / reception classification, recording start date / time, recording end date / time, voice data, and the like in the call recording table of FIG.

  In order to search the contract information related to the customer, the registration with the contract information is performed by inputting “2011/07/10” in the search start date 522 as a search period and “2011/08” in the search end date 523. / 20 "and selecting (clicking) the search 524, a search result list 525 is displayed. From the search result list 525, a check is made to the link check box 525 of the case to be associated. Then, by selecting (clicking) the registration 521, the deal transaction number “YJ00002” can be associated with the contact history number “10004”.

  6 displays the contact history number 511 and the acquired voice data information 520, and selects (clicks) Save 501 so that the call recording number “CR0003” is added to the contact history number “10004”. And the call recording number “CR0004” can be associated with each other.

FIG. 7 is a screen diagram displayed on the display unit 71 when the customer information search 402 icon of FIG. 4 is selected.
FIG. 7 is a screen view for searching for customer information according to an embodiment of the present invention.

FIG. 7A is an example for searching for customer contact information from a customer name or the like.
In order to search for customer contact information from the customer name or the like, the check box 704 is checked. Enter “Hitachi Goro” in the customer name input box 705 or “1005” in the customer number input box 706. Enter “2011/07/10” in the search start date input box 710 of the search period, and enter “2011/09/10” in the search end date input box 711. When the call time zone is included in the search condition, the time is input to the shortest time input box 712 and the longest time input box 713, respectively. If the call time zone is not included in the search conditions, leave it blank. Then, the contact history number is searched by selecting (clicking) the search 703. The search result is shown in FIG.

  The clear information 701 in the display unit 71 in FIG. 7 can be erased from the screen by selecting (clicking) it. Further, close 702 is selected (clicked) to return to the display screen of FIG.

FIG. 7B is an example for searching for customer contact information from a handler name or the like.
In order to search for customer contact information based on the name of the operator, a check box 707 is checked. In the operator name input box 708, "Kokugo Goro" or "55" is input in the operator code input box 709. Enter “2011/07/10” in the search start date input box 710 of the search period, and enter “2011/09/10” in the search end date input box 711. When the call time zone is included in the search condition, the time is input to the shortest time input box 712 and the longest time input box 713, respectively. If the call time zone is not included in the search conditions, leave it blank. Then, the customer information is searched by selecting (clicking) the search 703. The search result is shown in FIG.

FIG. 8 is a screen view in which text is searched from a customer name or the like according to an embodiment of the present invention and the search result is displayed.
FIG. 8A shows a customer information search result and text search screen according to an embodiment of the present invention.
In FIG. 8A, “Hitachi Goro” of the customer name 803, “1005” of the customer number 804, and the search result list 805 are displayed on the display unit 71 as customer information. The search result list 805 displays contact history numbers, contact dates, call recording numbers, call text numbers, and contract transaction numbers.
The search result list 805 has a selection check box 806 for checking desired information. Then, a desired search can be performed after inputting a keyword and a search expression.

  In FIG. 8A, "1: I'm happy", "3: Great", "4: Longing" are entered as keywords, "1 + 3 + 4" is entered into the search formula 810, and text search 807 is selected (clicked) 8), the text of the corresponding part is searched from the voice data text conversion server 15, and the text search result screen of FIG.

  When the return 801 of the display unit 71 in FIG. 8A is selected (clicked), the screen returns to the search screen in FIG. Further, close 802 is selected (clicked) to return to the display screen of FIG.

In the text search result screen of FIG. 8B, “Hitachi Goro” of the customer name 803, “1005” of the customer number 804 and the text search result 816 are displayed on the display unit 71. In the text search result 816, a contact history number, a contact date, a transmitted text, a received text, and a call reproduction button 817 are displayed.
The transmitted text and received text are displayed including the text before and after the searched keyword.
When the call reproduction button 817 is selected (clicked), the voice data that is the basis for the conversion between the transmitted text and the received text can be heard as voice.

  The save 811 of the display unit 71 in FIG. 8B can be selected (clicked) to store the text search result 816 in the voice data text conversion server 15. Return 812 returns to the search screen of FIG. 7 by selecting (clicking). Close 813 is selected (clicked) to return to the display screen of FIG.

FIG. 9 is a screen view in which text is searched from the name of the operator, etc., which is an embodiment of the present invention, and the search result is displayed.
FIG. 9A shows the operator search result and text search screen according to one embodiment of the present invention. In FIG. 9A, as the customer information, the display unit 71 displays “Kuro Kokugo” with the handler name 903, “55” with the handler code 904, and the search result list 905. The search result list 905 displays customer numbers, contact history numbers, contact dates, call recording numbers, call text numbers, and contract transaction numbers.
The search result list 905 displays a list of search results when searching on the search screen of FIG.
The search result list 905 has a selection check box 906 for checking desired information. Then, a desired search can be performed after inputting a keyword and a search expression.

  In FIG. 9A, "1: I'm happy", "3: Great", "4: Neighbor" are entered as keywords, "1 + 3 + 4" is entered into the search expression 810, and text search 807 is selected (clicked) ), The text of the corresponding part is searched from the voice data text conversion server 15, and the text search result is displayed on the display unit 71 of FIG. 9B.

  When the return 901 of the display unit 71 in FIG. 9A is selected (clicked), the screen returns to the search screen in FIG. Also, close 902 is selected (clicked) to return to the display screen of FIG.

In the text search result screen of FIG. 9B, “Kuro Koku” with the handler name 903, “55” with the handler code 904, and the text search result 916 are displayed on the display unit 71. The text search result 916 displays a customer number, contact history number, contact date, sent text, received text, and call playback button 917.
When the call reproduction button 917 is selected (clicked), the voice data that is the basis for the conversion between the transmitted text and the received text can be heard as voice.

  The save 911 of the display unit 71 in FIG. 9B can be selected (clicked) to store the text search result 916 in the voice data text conversion server 15. Return 912 returns to the search screen of FIG. 7 by selecting (clicking). Close (913) is selected (clicked) to return to the display screen of FIG.

FIG. 10 is a screen view showing the number of cases searched from the name of the operator according to one embodiment of the present invention and displaying the search result.
FIG. 10A shows the operator search result and text search screen according to one embodiment of the present invention.
The reference numerals in FIG. 10A are the same as those in FIG.

The search result list 905 displays a list of search results when searching on the search screen of FIG.
The search result list 905 has a selection check box 906 for checking desired information. Then, a desired search can be performed after inputting a keyword and a search expression.

  FIG. 10A is an example for performing a text brand search, where “9: Hitachi”, “10: Kokusai”, and “11: Sabisu” are input to the brand, and a search formula 810 is entered. "9 + 10 + 11" is input to and the number search result 808 is selected from the voice data text conversion server 15 by selecting (clicking) the number search 808, and the number search result 1005 is displayed on the display unit 71 in FIG. Keywords (brands) and the number of cases are listed.

FIG. 10B is a screen diagram that displays the brand search results and details.
As the number search result 1005, for example, by selecting (clicking) "3" of the keyword "Hitachi", the three text search result list 1016 is displayed.
The text search result list 1016 displays a customer number, a contact history number, a contact date, a sent text, a received text, and a call reproduction button 1007 as details of “3” of the keyword “Hitachi”.
When the call reproduction button 1007 is selected (clicked), the voice data that is the basis for the conversion between the transmitted text and the received text can be heard as voice.

FIG. 11 is a screen view in which a text requiring attention is searched from the operator name or the like, which is an embodiment of the present invention, and the search result is displayed. This search is suitable for searching for contents related to compliance.
FIG. 11A shows a handler search result and text search screen according to an embodiment of the present invention.
The reference numerals in FIG. 11A are the same as those in FIG.

The search result list 905 displays a list of search results when searching on the search screen of FIG.
The search result list 905 has a selection check box 906 for checking desired information. Then, a desired search can be performed after inputting a keyword and a search expression.

  FIG. 11 (A) is an embodiment for performing a word-of-interest search for text. Enter “6: Neighbor”, “7: Great”, and “8: Moker” as the brand name. By inputting “6 + 7 + 8” into Expression 810 and selecting (clicking) the number search 808, the corresponding text is searched from the voice data text conversion server 15, and the number search result 1005 is shown in FIG. The display unit 71 displays a list of keywords and the number of cases.

FIG. 11B is a screen diagram that displays the number search results and details.
As the number search result 1005, for example, by selecting (clicking) "3 cases" of the keyword "Near", the three text search result list 1016 is displayed.
In the text search result list 1016, the customer number, contact history number, contact date, sent text, received text, and call playback button 1007, which are details of “3 cases” of the keyword “Near”, are displayed.
When the call reproduction button 1007 is selected (clicked), the voice data that is the basis for the conversion between the transmitted text and the received text can be heard as voice.

FIG. 12 is a screen diagram in which a time series search is performed from a handler name and the like according to an embodiment of the present invention, and customer information search results are displayed in time series.
FIG. 12A shows a customer search result and text search screen according to an embodiment of the present invention.
The reference sign in FIG. 12A is the same as the reference sign in FIG.

The search result list 805 displays a list of search results when searching on the search screen of FIG.
The search result list 805 has a selection check box 806 for checking desired information. Then, a desired search can be performed after inputting a keyword and a search expression.

FIG. 12A shows an embodiment for performing a text search and displaying the results in time series.
In FIG. 12A, “3: Great”, “4: Ure”, “5: Uri” are input as keywords, “3 + 4 + 5” is input into the search formula 810, and a time series search 809 is selected (clicked). Thus, the corresponding text is searched from the voice data text conversion server 15, and the text search result is displayed in time series on the display unit 71 of FIG.

FIG. 12B is a search result display screen for time-series search.
The time series search result is displayed on the time series display unit 1202.
The time series display unit 1202 displays the search keyword and the number of searches “Zetai (8)”, “Ure (3)”, “Uri (1)” on the vertical axis, and displays the time on the horizontal axis.
The time range displayed on the time series display unit 1202 is displayed as a display start time 1203 and a display end time 1204. In this embodiment, the display start time 1203 is displayed as “15:15”, and the display end time 1204 is displayed as “15:30”.
The displayed time range is linked to the time axis reduced display 1206 and enlarged display 1207 and the scroll bar 1205.
The time axis reduction display 1206 and the enlargement display 1207 can be selected or clicked to reduce or enlarge the time axis. When the scroll bar 1205 is moved to the left, the display shifts to a display before the current display time zone, and when the scroll bar 1205 is moved to the right, the display shifts to a display after the current display time zone.

  A square in the time-series display unit 1202 displays the position of the time when the keyword appears. The number in the rectangle indicates the number of times the keyword has appeared in the time zone of the width displaying the rectangle. For this reason, the numerical value in the square may increase when the time axis is reduced, and may decrease when the time axis is expanded.

  When the call reproduction button 1201 is selected (clicked), it is possible to listen to the audio data of the time period displayed on the time-series display unit 1202 as audio.

FIG. 13 is a screen diagram for creating or editing a report such as a daily report according to an embodiment of the present invention.
FIG. 13 is a screen diagram displayed on the display unit 71 when the daily report registration / editing 404 icon of FIG. 4 is selected.

FIG. 13A is an example for creating or editing a new report.
When a new report is to be created, “Koro Kokugo” is entered in the creator (handler) name 1305 or “55” is entered in the creator (handler) code 1306.
Next, select the type of report. There are three types of reports: daily reports, weekly reports, and monthly reports. When creating a daily report, the daily report check box 1307 is checked, and the date “2011/09/10” is input in the date input box 1308. When creating a weekly report, the weekly report check box 1309 is checked, a start date is input in the start date input box 1310, and an end date is input in the end date input box 1311. When creating a monthly report, the monthly report check box 1312 is checked and the month is input in the month input box 1313.
Then, by selecting (clicking) a new creation 1303, information related to the creator (handler) is retrieved from the database server 11, and a report input screen is displayed on the display unit 71 in FIG. 13B. The The searched information is displayed on the report input screen.

  The clear 1301 of the display portion 71 in FIG. 13A can be selected (clicked) to erase the input information from the screen. Also, close 1302 is selected (clicked) to return to the display screen of FIG.

The report input screen shown in FIG. 13B is displayed on the display section 71 as “2011/09/10” of the daily report date 1317, as the creator (handler) name 1318 as “Koro Kokusai”, and as the creator (handler). ) The code 1319 “55” is displayed.
The search result display section 1321 displays a customer number, customer name, contact history number, contact method, call recording number, call text number, contract transaction number, and the like.
Since the customer number, customer name, contact history number, and contact date are already displayed, the report item input unit 1320 selects the contact purpose, the proposed product, and the touch from the pull-down menu, and selects (clicks) the registration 1314. This completes the input of the report.
The report item input unit 1320 and the search result display unit 1321 may be one.

  When the return 1315 of the display unit 71 in FIG. 13B is selected (clicked), the screen returns to the screen in FIG. Close 1316 is selected (clicked) to return to the display screen of FIG.

When the report is edited in FIG. 13A, “Koro Kokugo” is entered as the creator (handler) name 1305 or “55” is entered as the creator (handler) code 1306.
When editing the daily report, the daily report check box 1307 is checked, and the date “2011/09/10” is input to the date input box 1308. When editing a weekly report, check the weekly report check box 1309, enter the start date in the start date input box 1310, and enter the end date in the end date input box 1311. When editing a monthly report, the check box of the monthly report 1312 is checked, and the month is input in the month input box 1313.
Next, by selecting (clicking) the edit 1304, the report information registered from the database server 11 is searched, and a report input screen is displayed on the display unit 71 in FIG. 13B. The registered information is displayed on the report input screen.
Then, edit the item to be edited and select (click) the registration 1314 to complete the editing of the report.

In the above-described embodiment, the LAN 16 of the data center 10 is connected to the network 41. However, it is needless to say that the LAN 16 of the head office 20 or the LAN 33 of the branch 30 may be connected.
Further, the data server 11, the WEB server 12, the CTI server 13, the voice data server 14, and the voice data text conversion server 15 of the data center 10 may be one or a plurality of servers that integrate functions.
In the above-described embodiment, the box for inputting characters and alphanumeric characters and the box selected from the pull-down menu are not limited to the above-described embodiment, and needless to say, any input form may be used.

  Although the present invention has been described in detail above, it is needless to say that the present invention is not limited to the securities customer information management system described here, and can be widely applied to customer information management systems other than those described above. .

  10: Data center, 11: Database server, 12: WEB server, 13: CTI server, 14: Voice data server, 15: Voice data text server, 16, 23, 33: LAN, 20: Head office, 21, 31: Telephone, 22, 32: Client terminal, 30: Branch, 41: Network, 42: Public telephone network, 51, 52: Voice recording device, 61: Customer telephone.

Claims (3)

In a customer information management system that converts voice data, which is contact information with customers, into character data and manages it,
Contact history information data input means for inputting contact history information data with a customer;
Character data association means for associating the character data with the contact history information data;
Display means for displaying the contact history information data and character data;
Search means for searching predetermined character data from the character data or the contact history information data;
Based on the character data searched by the search means, the search keyword and the number of searches are displayed on the vertical axis,
The display means for displaying a time axis on the horizontal axis and the position of the time when the search keyword appears ;
A customer information management system comprising: In the customer information management system according to claim 1,
A customer information management system comprising contract information association means for associating contract information data with the contact history information data. In the customer information management system according to claim 1 or 2 ,
Wherein by specifying a predetermined position of the detection results shown Table on the display means, a customer information management system, characterized in that for reproducing audio data from a predetermined time before a preset predetermined position.

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