JP6040749B2 - Call center system, call center server, and call center server program - Google Patents

Description

  The present invention relates to a call center system, a call center server, and a call center server program, and can be applied to, for example, providing call center services for smartphones and tablet terminals (hereinafter collectively referred to as smartphones).

  2. Description of the Related Art Conventionally, in order to provide a call to a smartphone user at a low charge or free of charge, there is a method for realizing a call by placing voice data in communication via the Internet instead of a telephone line. In addition, there is a method for selecting a phone number that is not in use from among a plurality of phone numbers that are held in advance in the communication carrier system and using the phone number by using it for smartphone users. is there.

  In a call center server, conventionally, a method for inputting customer identification information (customer ID) by a PB (Push Button) signal using an IVR (Interactive Voice Response) to identify a customer. Alternatively, after connecting with the operator, there is a method in which a plurality of personal information such as a customer name and date of birth is transmitted to the operator, and the operator performs a search based on the information to identify the customer.

  Further, in Patent Literature 1, an operation for causing a customer browsing a Web page to transmit a call request including a call destination telephone number from the Web page is executed, and the server is included in the received call request. A technique is described in which an operator terminal device to be handled is determined based on a call destination telephone number and a call request (call) from a customer terminal device is transferred to the determined operator terminal device.

JP 2011-239109 A

  However, in the conventional method of calling to a call center in which voice data is placed in communication via the Internet, communication from the communication carrier, which is the Internet connection destination, to the call center becomes a normal telephone line via a gateway, which is expensive. Will occur. Many call center systems provide call center services free of charge, and it is difficult to pay such costs to customers. Therefore, the construction of a system that does not incur or minimize call costs. Is required.

  In the case of a call center system, it is preferable for an operator to grasp customer information at an early stage in order to improve service quality. However, conventionally, after the call connection between the customer and the operator, the customer who made a call in order to identify the customer inputs his / her customer number on the PB to the IVR, or the conversation with the operator It was necessary to identify the customer by using a large amount of time and time for identifying the customer.

  Even the technique described in Patent Document 1 has the advantage that it is possible to quickly determine the operator (or group) to be dealt with, but problems such as the above-mentioned problem of communication costs and customer-specific labor similarly occur. It was a thing.

  Therefore, a call center system, a call center server, and a call center server program capable of easily and quickly specifying a customer and presenting customer information to an operator are desired.

The first invention is provided with an operator device and a call center server, the call center system providing call center services to the customer terminal, (1) the call center server, and (1-1) PBX, (1-2) one the telephone number of the PBX extension to be output swing to Kano customer terminal, store and customer personal information, and information management means for managing, (1- 3) to said customer terminal, free of the PBX extension the telephone number drawer means for associating customer personal information on the telephone number with draw on the telephone number, (1-4) from the customer terminal, the different second telephone numbers and the swung telephone number a signal for requesting the call establishment, when incoming call establishment request signal including information indicating the swung out telephone number, customer personal information relating to the swung out telephone number It was obtained, and a customer information presenting means for presenting the customer personal information given above operator device (2) above customer terminal, including the information indicating the telephone number swung above the call establishment request signals It is characterized by transmitting.

The second of the present invention, the call center server that constitutes a call center system with an operator device (1) PBX and, (2) the telephone number of the PBX extension to be output swing to either the customer terminal, the customer personal information And ( 3 ) a telephone number for allocating a telephone number of an empty extension of the PBX to the customer terminal providing the call center service and associating customer personal information with the telephone number (4) a signal requesting establishment of a call from the customer terminal with a second telephone number different from the extracted telephone number, and indicating the extracted telephone number; when incoming call establishment request signal including the to give the customer personal information related to the swung out telephone numbers, presenting of customer personal information given to the operator device And customer information presenting means.

Call center server program of the third invention, a computer mounted in the call center server that constitutes a call center system with an operator device (1) PBX and, (2) of the PBX to be output swing to either the customer terminal Information management means for storing and managing extension telephone numbers and customer personal information; and ( 3 ) allocating the extension PBX extension telephone number to the customer terminal providing the call center service and calling the telephone. (4) a signal requesting call establishment from the customer terminal with a second telephone number different from the derived telephone number, wherein the telephone number extracting means associates customer personal information with a number ; when incoming call establishment request signal including information indicating a telephone number swung, with the customer personal information related to the swung out telephone number , Functioning as customer information presenting means for presenting customer personal information to the operator device.

  According to the present invention, a customer can be easily and quickly identified, and customer information can be presented to an operator.

It is a block diagram which shows the structure of the call center system of embodiment. It is explanatory drawing which shows the structure of the telephone number management table in the call center system of embodiment. It is explanatory drawing which shows the structure of the customer information management table in the call center system of embodiment. It is a flowchart which shows operation | movement until it becomes possible for a customer and an operator to talk in the call center system of embodiment. It is a sequence diagram (the 1) which shows operation | movement until it becomes possible for a customer and an operator to talk in the call center system of embodiment. It is a sequence diagram (the 2) which shows operation | movement until it becomes possible for a customer and an operator to talk in the call center system of embodiment.

(A) Main Embodiment Hereinafter, an embodiment of a call center system, a call center server, and a call center server program according to the present invention will be described with reference to the drawings.

(A-1) Configuration of Embodiment FIG. 1 is a block diagram showing a configuration of a call center system of the embodiment.

  The call center system 10 of the embodiment can be connected to a customer terminal 151 that receives a call center service via the Internet 141. The call center system 10 according to the embodiment includes a database server (DB server) 101, a Web server 111, an operator terminal 121, an operator extension telephone 124, and an IP (Internet Protocol) -PBX (Private Branch eXchange) 131. Each element of the call center system 10 of the embodiment is connected via a call center network 135. If the call center function is distributed to a plurality of bases, the call center network 135 includes, for example, a local area network (LAN) and an IP-VPN (Virtual Private Network) that are base-to-base networks. It has become.

  In FIG. 1, each element is shown one by one, but there may be a plurality of elements. There are as many customer terminals 151 as there are calls for providing call center services at that time. The operator terminal 121 and the operator extension telephone 124 are paired (in the claims, this pair is called an operator device), and the number corresponding to the number of operators is provided. Further, the IP-PBX 131 is not limited to one, and a plurality of IP-PBXs 131 may be provided (for example, for each base).

  The database server 101 is a server that stores various data. In this embodiment, the database server 101 includes a telephone number management table 102 for managing a telephone number (extension number) assigned to the customer terminal 151 or a telephone number (extension number) assigned to the customer terminal 151, a customer And a customer information management table 103 for managing information.

  The database server 101 may be constructed by a plurality of physical servers, or may be shared with a server that also has other functions. Further, the server that manages the telephone number management table 102 and the server that manages the customer information management table 103 may be physically separate servers. That is, the physical configuration method for realizing the database server 101 shown in FIG. 1 may be arbitrary.

  FIG. 2 is an explanatory diagram showing the configuration of the telephone number management table 10. The record of the telephone number management table 10 includes an ID for distinguishing each record, a telephone number (extension number; that is, a telephone number that the IP-PBX 131 can perform extension processing), a customer ID that uses the telephone number, and a telephone number. It has a field (field) such as a time limit that the assigned customer can use. The ID and the telephone number are described in advance, and the use customer ID and the use time limit ID are blank or information is described depending on the allocation status of the telephone number (extension number).

  FIG. 3 is an explanatory diagram showing the configuration of the customer information management table 103. The record of the customer information management table 103 includes a customer ID for identifying a customer, authentication information collated by customer authentication, a customer name (however, it may be a name of a corporation, an organization, etc.), a customer address, It has a field (field) such as a telephone number of the customer terminal 151 related to the customer. When a customer enters into a contract such as a call center service or a call service, information is provided in each column upon receiving information from the customer (note that authentication information may be generated randomly) .

  The Web server 111 is a server that receives a request from a Web browser installed on the customer terminal 151 via the Internet 141. The Web server 111 is configured mainly with software (Web server program) executed by the CPU. Functionally, the network access unit 112 that accepts a connection from the Internet 141, and a Web screen It has a Web interface unit 113 that performs processing and internal processing, a database management unit 114 that accesses the database server 101 and acquires customer information and a telephone number.

  Note that the Web server 111 may be constructed by a plurality of physical servers, or may be shared with a server (for example, the database server 101) that also has other functions. Further, the network access unit 112, the Web interface unit 113, and the database management unit 114 may be provided in physically separate servers. That is, the physical configuration method for realizing the Web server 111 shown in FIG. 1 may be arbitrary.

  In this specification, the term “call center server” refers to the entire server provided in the call center. That is, the generic name of the database server 101, the Web server 111, and the IP-PBX 131 is called a call center server.

  The operator terminal 121 is an information processing terminal used by a call center operator, for example, a personal computer. The operator terminal 121 is functionally (when the program installed in the operator terminal 121 is viewed functionally), a database access unit (DB access unit) 123 that retrieves customer information and the like in the database server 101, or an operator retrieves And a user interface unit (UI unit; the user here corresponds to the operator) 122 for displaying the search result on the screen. The operator extension telephone 124 is a telephone connected to the IP-PBX 131 and used by the operator for a call. The operator extension telephone 124 may be an independent IP telephone, or may be configured around a soft phone installed on a personal computer (may be a personal computer of an operator terminal). The transmission / reception configuration of the operator extension telephone 124 is not limited to the handset, and a headset may be applied.

  The IP-PBX 131 is an exchange that accepts a call request from the customer terminal 151 via the Internet 141. The IP-PBX 131 includes not only the PBX function but also, for example, an ACD (Automatic Call Distribution) function, an IVR function, a call recording function, a CTI (Computer Telephony Integration) function, and the like.

  The customer terminal 151 may be a communication terminal equipped with a Web browser and an IP telephone function. A smartphone, a tablet terminal, a mobile phone equipped with a web browser, a personal computer equipped with a soft phone, or the like can be the customer terminal 151 of this embodiment.

(A-2) Operation | movement of embodiment Next, operation | movement until it becomes possible for the customer and an operator to talk in the call center system 10 of embodiment is demonstrated. FIG. 4 is a flowchart showing the flow of such a characteristic operation, and FIGS. 5 and 6 are sequence diagrams showing the flow of such a characteristic operation.

  A customer who wants to receive the call center service accesses the Web server 111 from the customer terminal 151 via the Internet 141, and for the displayed Web page, the customer has customer ID information for identifying himself, Customer-specific information set in advance as authentication information is input, and the input information is given to the Web interface unit 113 via the network access unit 112 (step 301).

  At this time, the Web interface unit 113 notifies the database management unit 114 of the received customer ID information and authentication information, and the database management unit 114 searches the DB server 101 using the received information as a key (step 302). Then, it is checked whether or not there is a database server 101 that matches the set of the input customer ID information and authentication information (step 303).

  If there is nothing that matches the set of the input customer ID information and authentication information, the database management unit 114 notifies the Web interface unit 113 that the authentication has failed, and the Web interface unit 113 notifies the network access unit 112. The network access unit 112 is instructed to disconnect from the customer terminal 151, and the network access unit 112 performs the disconnection process (step 304).

  On the other hand, if there is a database server 101 that matches the input customer ID information and authentication information set (if authentication is successful), the database management unit 114 can store the telephone number management table of the DB server 101. More specifically, an operation for acquiring a telephone number (extension number) and a reservation operation for the telephone number are performed from 102 (steps 305 and 308).

  The database management unit 114 checks whether or not the customer ID input in the telephone number management table 102 is registered (step 305-1). If the customer ID exists, a telephone number has already been assigned to the customer, and therefore the date and time information obtained by adding a predetermined usage period to the current time is stored in the usage period column (step 305-2). ) And acquire the telephone number (305-3). On the other hand, if the customer ID is not registered, the customer ID tries to acquire a blank telephone number or a free telephone number whose usage period has expired (step 305-4), and confirms whether or not the customer ID has been acquired (step 306). When it can be obtained, in order to reserve the telephone number, the customer ID of the customer is stored in the customer ID column (step 305-5), and the date and time when a predetermined usage period is added to the current time in the usage period column Information is stored (step 305-6).

  Steps 305-2 to 305-6 in FIG. 5 correspond to the reserved telephone number reservation operation in step 308 in FIG.

  When a free telephone number cannot be acquired (when no customer ID is found and no record with a blank customer ID is found), the database management unit 114 returns an error to the web interface unit 113, and the web interface unit 113 In response to this, a retry is urged on a Web page or the like that urges the retry (step 307). The database management unit 114, which has selected the retry process by the customer and has been notified by the Web interface unit 113, executes the free number search process again (not shown in FIG. 4). If the retry process is not selected by the customer, the Web interface unit 113 and the database management unit 114 are terminated as they are.

  The database management unit 114 transmits the acquired telephone number to the Web interface unit 113, and the Web interface unit 113 transmits the acquired telephone number to the customer terminal 151 via the network access unit 112 (step 308-1). ; Omitted in FIG. 4).

  The customer terminal 151 automatically performs a calling process to the IP-PBX 131 via the Internet 141 (step 309). At this time, the acquired telephone number is given to the IP-PBX 131 as caller information.

  For example, when SIP is applied as a call control protocol for the Internet, an INVITE message is applied for outgoing calls, and the telephone number notified in the sender information in the message is inserted. In the case of the IP-PBX 131, since an IP packet is exchanged between an external terminal and an extension terminal, the customer terminal 151 as an external terminal inserts the telephone number as the notified extension number as caller information. Even if the transmitted IP packet is transmitted, the IP-PBX 131 is reached. Further, the destination information in this outgoing call processing is a telephone number for receiving a predetermined call center service (which may be either an outside telephone number or an extension telephone number).

  When a Web page for inputting customer ID information and authentication information is supplied to the customer terminal 151, an automatic transmission program is also supplied to the customer terminal 151, and the automatic transmission program includes the customer ID information and the authentication information. In response to transmission, it is automatically activated when the acquired telephone number is returned. In addition, when the acquired telephone number is returned, it is asked whether or not to make a call on the displayed web page, and a “call” icon button is displayed, and the customer operates the “call” icon button. Accordingly, the customer terminal 151 may perform the calling process.

  When receiving an incoming call from the customer terminal 151, the IP-PBX 131, for example, determines an operator in charge (a combination of the operator terminal 121 and the operator extension telephone 124) and establishes a call between the customer terminal 151 and the operator extension telephone 124. At the same time (call establishment is omitted in FIGS. 4 and 6), the caller information is notified to the operator terminal 121 (step 310). The operator terminal 121 searches the telephone number management table 102 based on the caller information received by the DB access unit 123, and acquires a matching customer ID (step 311). Next, the DB access unit 123 accesses the customer information management table 103 based on the acquired customer ID information, acquires detailed customer information, and notifies the UI unit 122 (step 312). The UI unit 122 displays the received customer detailed information on a screen viewed by the operator (step 312-1; the display is omitted in FIG. 4).

  The operator talks with the customer using the operator extension telephone 124 while watching the display on the operator terminal 121 (customer detailed information) (step 313).

(A-3) Effect of Embodiment According to the above embodiment, the customer ID authenticated by the information from the customer terminal 151 is stored in the telephone number management table 102 in association with the telephone number assigned to the customer terminal 151. When a call with a telephone number assigned from the customer terminal 151 is made, the customer ID corresponding to the telephone number is recognized, and the personal information of the customer corresponding to the customer ID is taken out and presented to the operator. As a result, the call center server quickly and easily identifies customers and presents personal information without the customer entering their customer ID with a PB signal or the operator identifying the customer through conversation with the customer. The operator can make a call while confirming the personal information.

  In addition, communication between the customer terminal 151 and the call center side is performed via the Internet 141, including transmission and reception of voice data, and calls with the customer terminal 151 are processed as extension calls. It is also possible to construct the call center system of the embodiment so as to suppress as much as possible.

(B) Other Embodiments Although various modified embodiments are mentioned in the description of the above-described embodiment, modified embodiments as exemplified below can be given.

  In the above embodiment, the telephone number management table 102 is provided in the database server 101. However, the telephone number management table 102 may be provided in the IP-PBX 131.

  In the above embodiment, only the telephone number management table 102 is used. However, as the telephone number management table, an empty telephone number management table and an allocated telephone number management table are provided. The allocated telephone number management table may be accessed in the retrieval of the customer ID for retrieving the customer's personal information using the empty telephone number management table.

  The configurations of the telephone number management table and the customer information management table are not limited to those in the above embodiment. For example, the customer information management table includes columns of allocated telephone numbers and expiration dates in addition to the columns (fields) shown in FIG. 3, and the telephone number management table does not include columns of usage customer IDs and expiration dates. In addition, a configuration may be provided that includes a flag field indicating whether or not the allocation has been completed.

  DESCRIPTION OF SYMBOLS 10 ... Call center system, 101 ... Database server (DB server), 102 ... Telephone number management table, 103 ... Customer information management table, 111 ... Web server, 112 ... Network access part, 113 ... Web interface part, 114 ... Database management part 121 ... operator terminal, 124 ... operator extension telephone, 131 ... IP-PBX, 135 ... call center network, 141 ... internet, 151 ... customer terminal.

Claims (6)

In a call center system that includes an operator device and a call center server and provides a call center service to a customer terminal,
The call center server
PBX,
The telephone number of the PBX extension to be output swing to either the customer terminal, an information management unit for storing and customer personal information, managed,
A telephone number derivation means for deriving a telephone number of the vacant PBX extension to the customer terminal and associating the customer personal information with the telephone number;
From the customer terminal, a signal requesting a call establishment with the second telephone number different from the swung out telephone number, the call establishment request signal including information indicating the swung out telephone number during the call, to obtain customer personal information related to the swung out telephone number, and a customer information presenting means for presenting the customer personal information given above operator device,
The customer terminal is a call center system and transmits including information indicating a telephone number swung above the call establishment request signal. The information management means also stores and manages authentication information,
The telephone number drawer means, be out shaking the phone number of the above free of PBX extension of the successful authentication as a condition
Call center system of claim 1, wherein the this. The telephone numbers drawer unit, call center system according to claim 1 or 2, characterized in that associating the telephone number and customer personal information swung above via the customer ID. The telephone numbers drawer means any of claims 1-3, characterized in that the notification to the customer terminal swung the telephone number of the PBX extension in response to a request through the Web page provided above customer terminal Call center system described in Crab. In a call center server that constructs a call center system with an operator device,
PBX,
The telephone number of the PBX extension to be output swing to either the customer terminal, an information management unit for storing and customer personal information, managed,
Telephone number deriving means for deriving a telephone number of an empty extension of the PBX to the customer terminal providing the call center service and associating customer personal information with the telephone number;
From the customer terminal, a signal requesting a call establishment with the second telephone number different from the swung out telephone number, the call establishment request signal including information indicating the swung out telephone number during the incoming call center server obtains customer personal information related to the swung out telephone number, characterized in that it comprises a customer information presenting means for presenting the customer personal information given above operator device. A computer installed in a call center server that constructs a call center system together with an operator device,
PBX,
The telephone number of the PBX extension to be output swing to either the customer terminal, an information management unit for storing and customer personal information, managed,
Telephone number deriving means for deriving a telephone number of an empty extension of the PBX to the customer terminal providing the call center service and associating customer personal information with the telephone number;
From the customer terminal, a signal requesting a call establishment with the second telephone number different from the swung out telephone number, the call establishment request signal including information indicating the swung out telephone number during the call, to obtain customer personal information related to the swung out telephone number, the call center server program for causing to function as a customer information presenting means for presenting the customer personal information given above operator device.

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