KR100722946B1 - Apparatus and method for customer information service - Google Patents

Abstract

The customer information service method and system thereof according to the present invention manages customer information of all customer centers, and configures an IDC server that provides customer information to be managed by an messenger terminal of each customer center through a messenger. Receiving customer information through a simple internet connection, without having to install a CTI server separately with the CTI device, reducing the cost of building a customer center and providing customers with all authenticated terminals connected via IDC server and TCP / IP. Provides information on all customer calls that enter the customer center from the outside without being directly connected to the CTI devices within the center, and includes the name, address, affiliation name, e-mail, and fax of each customer corresponding to the incoming call. The agent can confirm the number, another terminal number of the caller, and the reception history information in advance before answering the call. Has an effect which can be specifically provides customers information about the incoming call.

Description

Customer information service method and system {APPARATUS AND METHOD FOR CUSTOMER INFORMATION SERVICE}

1 is a block diagram showing a customer information service system according to an embodiment of the present invention.

2 is a signal flow diagram illustrating a call processing operation of a customer information service system according to an embodiment of the present invention.

3 is a block diagram showing a CTI device according to an embodiment of the present invention.

4 is a block diagram showing an IDC server according to an embodiment of the present invention.

5 is a block diagram showing a counselor terminal according to an embodiment of the present invention.

6A to 6G illustrate a display window of a customer information messenger according to an embodiment of the present invention.

7 is a flowchart illustrating a customer information service operation of an IDC server according to an embodiment of the present invention.

Explanation of symbols on the main parts of the drawings

100: CTI device 200: IDC server

300: agent terminal 400: telephone

500: external access terminal

The present invention relates to a customer information service method and system thereof.

In many areas of society, for example, banks, insurance, securities or distribution companies are in fierce competition for customer service. In addition, for the convenience of services and accurate resource management for customers, various operation methods and computer systems supporting them are being introduced.

In the meantime, support for call centers, which are the top contact points for customers, is essentially accelerating the introduction of computer-telephone integrated systems (CTIs). With the introduction of computer telephone integration system, we can provide various services to provide high quality service to customers starting from telephone as well as handling call using telephone network that can demand the simplest desired service regardless of age and gender. Support of work became possible.

Such a computer-telephone integrated system currently allows each agent to receive the caller terminal number information or the reception history information of the caller terminal number for the customer call that is input before the customer call is input from the outside through the display screen of each agent terminal. Thus, the counselor is able to provide a high quality service to the customer by allowing the counselor to grasp the caller's calling information beforehand and deal with the customer in advance.

However, an agent of such a computer integrated telephone system may use only the caller terminal number information or the reception history information of the caller terminal number for each call that is repeatedly inputted or when the number of configured customers is a small number. Although it can be grasped in advance, for each call when a large number of customers are configured or a customer call that is occasionally entered, the above-mentioned information alone cannot properly grasp the customer, and thus, it is difficult to cope with the customer.

In addition, the current computer telephone integration system has a configuration such that a CTI device for identifying an incoming external customer call and a CTI server for managing customer information are all built for each customer center.

Therefore, if you want to operate a customer center in a small office, there is an economic burden of building the system.

An object of the present invention is to provide a customer information service method and a system for providing a corresponding customer information for an external customer call inputted by a counselor in a customer center in detail before a call.

In addition, an object of the present invention is to provide a customer information service method and a system in which the economic burden of building a computer integrated telephone system for providing customer information is reduced.

Customer information service system according to an aspect of the present invention for achieving the above object is included in each of a plurality of customer centers, and detects the calling terminal number for the external customer call input from the PSTN, the calling terminal number A computer telephone integration (CTI) device for requesting customer information corresponding thereto; A plurality of counselor terminals which perform a customer information providing service to a counselor registered by each of the customer center managers and convert the customer call from the CTI device to perform a customer call; A plurality of types of customer information corresponding to each of the plurality of customer terminal numbers registered for each managed customer center are stored in a table, and the customer information corresponding to the calling terminal number registered in the customer center according to the customer information request is stored. It includes an IDC (Internet Date Center) server that grasps and transmits simultaneously to all registered counselor terminals.

The customer information includes a customer's name, address, affiliation name, e-mail, fax number, another terminal number of the caller, and reception history information corresponding to the calling terminal number.

The CTI apparatus is connected to at least one counselor terminal configured in the customer center, and is connected to the IDC server through the counselor terminal.

The counselor terminal drives a customer information messenger linked with the IDC server, accesses the IDC server through the driven customer information messenger, and receives the agent authentication and customer information service.

The counselor terminal includes an external access terminal that is connected to the IDC server through the customer information messenger outside the customer center by a counselor permitted to be registered by the customer center manager.

The IDC server uses at least one of a unique number, an IP address, or a MAC address of the CTI device included in each customer center as identification information of each customer center.

The call history corresponding to the calling terminal number of each customer call input into each customer center is stored in a table.

The IDC server receives the contents of the call between the customer and the counselor corresponding to each calling terminal number from the CTI apparatus, stores the call contents according to each calling terminal number, stores the call contents corresponding to an arbitrary calling terminal number from the counselor terminal. If the contents are requested, the contents of the call are detected and provided.

The IDC server receives the customer information corresponding to any originating terminal requested to be registered from the counselor terminal, and stores it in the customer information table.

The IDC server receives and stores a call request reservation time to an arbitrary terminal number from the counselor terminal and provides a call request alarm to the counselor terminal to perform a call request to the corresponding terminal number at the reservation time.

The IDC server provides customer information corresponding to the terminal number requested from the counselor terminal to the counselor terminal in the form of a business card.

The IDC server receives the SMS text transmission from the counselor terminal to an arbitrary calling terminal number and transmits the SMS text.

The IDC server may include: a CTI interface unit for transmitting and receiving a message through TCP / IP and a CTI device installed in each of the managed customer centers; A messenger interface unit performing data transmission / reception via TCP / IP and customer information messengers of the plurality of counselor terminals registered in each of the managed customer centers; A database storing a table for managing the customer information, a table for managing the counselor terminal information, and a table for managing call contents corresponding to each customer terminal number; When the customer information request is transmitted from the CTI device, the customer information identified from the database is simultaneously transmitted to all registered counselor terminals, and the customer information registration, important telephone reservation, call history, and call details requested from the CTI device are simultaneously transmitted. A central processing unit for providing and registering a business card wizard and a phone book; An SMS processor for performing an SMS text transmission requested from the counselor terminal; It includes a web management unit for managing a web page for providing information on the customer information service system.

In addition, the customer information service apparatus according to another aspect of the present invention, CTI interface unit for performing the transmission and reception of messages via TCP / IP and the CTI device installed in each of the managed customer center; A messenger interface unit configured to perform data transmission / reception via TCP / IP and customer information messengers of the plurality of counselor terminals registered in each of the managed customer centers; A database for storing a table for managing the customer information, a table for managing counselor terminal information, and a table for managing call contents corresponding to each customer terminal number; When the customer information request is transmitted from the CTI device, the customer information identified from the database is simultaneously transmitted to all registered counselor terminals, and the customer information registration, important telephone reservation, call history, and call details requested from the CTI device are simultaneously transmitted. A central processing unit for providing and registering a business card wizard and a phone book; SMS processing unit for performing the SMS text request from the counselor terminal.

The customer information service device further includes a web management unit that manages a web page that provides information about the customer information service system.

On the other hand, the customer information service method for a plurality of customer center consisting of a CTI device, IDC server and a plurality of agent terminals according to another aspect of the present invention for achieving the above object,

Storing, by the IDC server, a plurality of types of customer information corresponding to each of a plurality of customer terminal numbers registered in the respective customer centers; Each of the counselor terminals driving a customer information messenger to access the IDC server, and receiving counselor authentication from the connected IDC server; Detecting, by the CTI device, a calling terminal number according to a customer call input from the outside and requesting customer information corresponding to the detected calling terminal number from the IDC server; And detecting, by the IDC server, customer information corresponding to the calling terminal number registered in the customer center including the CTI device, and simultaneously transmitting to the authenticated counselor terminals.

The IDC server tabulating the plurality of types of customer information includes a name, address, affiliation name, e-mail, fax number, another terminal number of the sender, and a reception history of the customer corresponding to each terminal number. Characterize the customer information.

The request of the customer information to the IDC server by the CTI device is connected to at least one counselor terminal configured in the customer center and requests the customer information to the IDC server through the counselor terminal.

The IDC server tabulating the customer information may include storing at least one of a unique number, an IP address, or a MAC address of the CTI device included in each customer center as identification information of each customer center. The customer information corresponding to each customer terminal number registered with each of the stored customer centers is tabulated.

The customer information service method of the customer center further includes the step of storing the table of the providing history of each customer information performed by the IDC server for each counselor terminal.

The customer information service method of the customer center may include: storing, by the IDC server, a call content between a customer and an agent corresponding to each calling terminal number from the CTI device, corresponding to the calling terminal number; The IDC server further comprises the step of detecting and providing the call content corresponding to the call originating terminal number when the call content corresponding to the call originating terminal number is requested from the counselor terminal.

The customer information service method of the customer center further includes the step of receiving, by the IDC server, customer information corresponding to any originating terminal requested to be registered from the counselor terminal and storing it in the customer information table.

In the customer information service method of the customer center, the IDC server receives and stores a call request reservation time to an arbitrary terminal number from the counselor terminal, and a call request alarm so that a call request is performed to the corresponding terminal number at the reservation time. It further comprises the step of providing to the counselor terminal.

In the customer information service method of the customer center, the IDC server receives customer information corresponding to each terminal number from the counselor terminal, and provides customer information corresponding to the terminal number in the form of a business card to the counselor terminal. It includes more.

The customer information service method of the customer center further includes the step of receiving, by the IDC server, an SMS text transmission from an agent terminal to an arbitrary calling terminal number, and transmitting the requested SMS text to the calling terminal number. .

Hereinafter, a customer information service method and a system thereof according to the present invention will be described in detail with reference to the accompanying drawings.

1 is a block diagram showing a customer information service system according to an embodiment of the present invention.

As shown in FIG. 1, the customer information service system includes a computer telephone integration (CTI) device 100, an internet date center (IDC) server 200, a plurality of agent terminals 300, a telephone 400, and an external connection. It may include a terminal 500.

The CTI apparatus 100 of the customer information service system is a facility that wants to grasp information about a plurality of customer calls input from outside, such as call centers, offices, academies, kindergartens, and private hospitals in advance. Center), which performs call switching from an external customer through a public switched network (PSTN), calling terminal number detection for incoming calls, and voice data extraction from calls. .

In more detail, when the call according to the call request is input from the external customer through the PSTN, the CTI apparatus 100 detects the calling terminal number included in the input call, and according to the customer information request corresponding to the detected calling terminal number. The customer information request message may be transmitted to the IDC server 200 so that the corresponding customer information may be provided to the plurality of counselor terminals 300.

Here, when the CTI apparatus 100 transmits the customer information request message to the IDC server 200, the CTI apparatus 100 transmits the corresponding customer information request message to the counselor terminal 300, and the counselor terminal 300 receives the received customer information request message. After converting the data into a form that can be recognized by the IDC server 200 according to the Internet protocol, it is transmitted to the IDC server 200. At this time, the customer information request message includes the detected calling terminal number and identification information of the customer center.

In addition, when a call according to a call request is input from an external customer through the PSTN, the CTI apparatus 100 converts the input call into a plurality of agent terminals 300, and the agent terminal 300 and an external person accepting the converted call. Allow call access between customers.

In addition, the CTI apparatus 100 extracts the voice data from the call between the agent terminal 300 and the external customer and transmits the voice data to the agent terminal 300, and the agent terminal 300 transmits the received voice data according to the Internet protocol IDC. The server 200 converts the data into a form that can be recognized and then transmits the same to the IDC server 200. Then, the IDC server 200 recognizes the voice data transmitted from the counselor terminal 300 and stores the voice data corresponding to the calling terminal number of the external customer.

The CTI apparatus 100 may include different identification information for each installed customer center, that is, different unique numbers, IP addresses, or MAC addresses.

The IDC server 200 is a web server that manages customer information for each customer center in which the CTI device 100 is installed, and the TTI / IP through the CTI device 100 and the plurality of agent terminals 300 installed in each customer center. Connected.

The IDC server 200 is assigned to distinguish a plurality of registered customer centers, each different identification information, or managed by distinguishing through the unique number, IP address or MAC address of the CTI device 100 installed in each can do.

The IDC server 200 stores a plurality of customer terminal numbers and customer information corresponding to each customer terminal number registered in each managed customer center, and stores the customer information for each customer center for each customer center. It may be provided to a plurality of counselor terminal 300 that is dependent on the corresponding at the same time.

Here, the customer information may include information such as a customer's name, affiliation name, address, e-mail, reception history, another terminal number of the customer, and at the same time providing the customer information to a plurality of agent terminals 300, The corresponding customer information may be provided to the customer information messenger driven in each counselor terminal 300. The reception history information includes a call input time and a call end time.

That is, the IDC server 200 provides the customer information messenger linked with the IDC server 200 to the counselor terminal 300 in advance, and authenticates the connection through the provided customer information messenger, that is, the customer information of the completed counselor terminal 300. The customer information may be provided by a messenger. The customer information messenger may be downloaded by accessing a web page provided by the IDC server 200 or may be provided through a program driving CD provided when the CTI device 100 is installed.

As such, the IDC server 200 receives and files the contents of the call between the customer and the counselor corresponding to each calling terminal number from the CTI apparatus 100, and the call contents file and the corresponding call time information correspond to each customer terminal number. It can be managed by the table to be stored, and can be stored by tabulating the existing call history between the customer and the counselor corresponding to each calling terminal number. Here, the call history table may store the call date, time, calling customer name, phone number and call contents.

In addition, the IDC server 200 performs an important telephone reservation function, receives and stores a call request reservation time from an agent terminal 300 to an arbitrary terminal number, and performs a call request to the corresponding terminal number at the corresponding reservation time. The call request alarm may be provided to the counselor terminal 300 as much as possible.

Then, the IDC server 200 performs a business card wizard function, when the customer information corresponding to each terminal number is requested from the agent terminal 300 in addition to the case where the customer call is input from the outside, the customer information corresponding to the terminal number It can be provided to the agent terminal 300 in the form of a business card, and performs the SMS text transmission function, to send the SMS text to the terminal number in accordance with the SMS text transmission request to the terminal number requested from the agent terminal 300; Can be.

On the other hand, IDC server 200 receives the authentication information of the customer information messenger available for each customer center messenger from each of the customer center managers and stores them in a table, and the authentication information of the agent requested to be authenticated through the customer information messenger. Provide customer information only if it matches stored authentication information.

Here, the authentication information may include an ID and a password which is counselor identification information.

The agent terminal 300 outputs the customer call converted from the CTI device 100 to the connected phone 400 to allow a call between the agent and the customer who accepts the call to be carried out, and drives the customer information messenger to operate the IDC server. Check the customer information, call details, call history provided from the 200, and can perform services such as important call reservation, business card wizard, SMS text transmission.

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Next, the operation flow of the customer information service system having such a configuration will be described in detail.

2 is a signal flow diagram illustrating a call processing operation of a customer information service system according to an embodiment of the present invention.

As shown in FIG. 2, in the customer information service system, first, an agent of each customer center accesses and downloads a web page of the IDC server 200 or the corresponding agent through a driving program provided when the CTI device 100 is installed. The customer information messenger may be driven to the terminal 300 (S101).

The counselor terminal 300 accesses the IDC server 200 through the driven customer information messenger and performs agent authentication, that is, login (S102).

In addition, when the customer information service system enters a call into an arbitrary customer center from an external customer through the PSTN, the customer information service system receives the corresponding customer call through the CTI device 100 installed in the customer center (S103).

When the customer call is input, the CTI apparatus 100 detects the calling terminal number from the entered customer call (S104), and connects the customer information request message requesting customer information corresponding to the detected calling terminal number to the counselor terminal 300. It transmits to the IDC server 200 through (S105).

Here, the customer information request message includes the detected calling terminal number and identification information of the customer center.

When the customer information request message is transmitted, the IDC server 200 grasps the calling terminal number and the customer center identification information included in the transmitted customer information request message, and stores the corresponding outgoing call corresponding to the corresponding customer center identification information from the customer information table. It is checked whether the terminal number exists (S106).

When the corresponding calling terminal number corresponding to the corresponding customer center identification information is confirmed, the IDC server 200 detects customer information corresponding to the confirmed calling terminal number and transmits it to all the customer information messengers registered and logged in the corresponding customer center. (S107).

Here, the customer information includes a customer's name, affiliation name, address, e-mail, reception history, another terminal number of the customer, etc. corresponding to the corresponding calling terminal number.

However, the IDC server 200 stores the calling terminal number if the calling terminal number corresponding to the corresponding customer center identification information is not confirmed, and transmits only the information of the calling terminal number to the counselor terminal 300.

On the other hand, the CTI device 100 when the customer information request message is transmitted to the IDC server 200 through the counselor terminal 300, and converts the input customer call to the counselor terminal 300 (S108).

Therefore, the agent receives the customer call converted from the CTI device 100 through the agent terminal 300 and receives the customer information corresponding to the input customer call from the IDC server 200 through the customer information messenger. For example, before responding to an incoming customer call, the customer information such as the name, affiliation name, address, e-mail, reception history, and another terminal number of the customer corresponding to the corresponding customer call may be grasped in advance.

In this way, the agent who grasps the customer information before the call response may accept the call input through the phone 400 connected to the agent terminal 300, and the CTI apparatus 100 may receive a call between the agent and the customer according to the call acceptance of the agent. The call is connected, and the call between the customer and the agent is performed (S109).

Meanwhile, when the CTI apparatus 100 performs a call connection between an external customer and an agent, the call content between the corresponding customer and the agent may be transmitted to the IDC server 200 through the agent terminal 300 (S110). Here, the CTI apparatus 100 includes the call content and the calling terminal number of the corresponding call customer call.

When the call contents are received from the CTI apparatus 100, the IDC server 200 causes the received call contents to be stored corresponding to the corresponding calling terminal number (S111).

Next, the configuration of each device of the customer information service system performing such a call processing operation will be described in detail.

3 is a block diagram showing a CTI apparatus 100 according to an embodiment of the present invention.

As shown in FIG. 3, the CTI apparatus 100 may include a controller 110, a caller identification detector 120, a call diverter 130, and a call content detector 140.

The control unit 110 of the CTI apparatus 100 receives an external customer call entered through the PSTN, detects the calling terminal number of the input customer call through the calling terminal number detector 120, and corresponds to the detected calling terminal number. The customer information request message may be transmitted to the IDC server 200 so that the customer information is provided to the customer information messenger of the counselor terminal 300.

In addition, the controller 110 allows the inputted external customer call to be switched to the agent terminal 300 through the call switcher 130, and the call content between the corresponding customer and the agent is detected through the call content detector 140 and the IDC server. In order to be transmitted to the 200, the transmitted call content may be stored in correspondence with the calling terminal number in the IDC server 200.

4 is a block diagram showing an IDC server 200 according to an embodiment of the present invention.

As shown in FIG. 4, the IDC server 200 includes a CTI interface 210, a messenger interface 220, a central processor 230, a database 240, a web manager 250, and an SMS processor 260. It may include.

The CTI interface 210 of the IDC server 200 performs message transmission / reception via TCP / IP with the CTI apparatus 100 installed in each of a plurality of managed customer centers.

The messenger interface 220 performs data transmission / reception via TCP / IP and the customer information messenger of the plurality of counselor terminals 300 registered in each of the plurality of managed customer centers.

The central processor 230 controls the operations of the CTI interface 210, the messenger interface 220, the database 240, the web manager 250, and the SMS processor 260.

The central processing unit 230, when the customer information request message is transmitted from the CTI device 100 in any customer center to the CTI interface unit 210, corresponding to the calling terminal number included in the transmitted customer information request message The customer information may be detected from the database 240 and simultaneously transmitted through the messenger interface 220 to all the customer information messengers registered and logged in the corresponding customer center.

In addition, the central processing unit 230 performs authentication of the agent requested to be authenticated to the messenger interface unit 220 through the customer information messenger through the agent information table stored in the database 240, and the CTI interface unit from the CTI device 100. The content of the call between the customer and the counselor provided to 210 may be stored in the content table of the database 240.

Then, the central processing unit 230 transmits the corresponding SMS text through the SMS processing unit 260 according to the SMS text transmission request requested from the customer information messenger to the messenger interface unit 220, and sends the messenger interface unit (from the customer information messenger). In response to the customer information registration, important telephone reservation, call history, call details, business card wizard, phone book, etc. requested by 220), the corresponding result data is detected or registered from the customer information table and the call details table of the database 240 Information messenger can be provided.

The database 240 may store a customer information table, a call detail table, and a counselor terminal 300 information table.

The customer information table includes information such as each customer's name, affiliation name, address, e-mail, reception history, and another terminal number of the customer corresponding to each of the plurality of customer terminal numbers registered in each customer center.

The counselor terminal 300 information table includes authentication information of each counselor who is allowed to register by each customer center manager. For example, the counselor terminal 300 information table may include ID and password which are identification information of each counselor.

The web manager 250 manages a web page that provides information of the customer information service system, and allows the counselors to download the customer information message driving program through the web page.

5 is a block diagram showing a counselor terminal 300 according to an embodiment of the present invention.

As illustrated in FIG. 5, the counselor terminal 300 may include a CTI communication unit 310, a messenger communication unit 320, a messenger driver 330, a display unit 340, and an input unit 350.

The CTI communication unit 310 transmits the customer information request message and the call content received from the CTI device 100 to the IDC server 200, and the messenger communication unit 320 is a customer information messenger driven through the messenger driver 330. A request for registering customer information, important telephone reservation, call history, call details, business card wizard, phone book, and the like, may be transmitted to the IDC server 200 to receive data corresponding to the request.

The display unit 340 displays the customer information messenger driven by the messenger driver 330 through a display screen, and the input unit 350 logs in / out from the user, registers customer information, reserves important calls, call history, call details, You receive a request for a business card wizard, phone book, etc.

On the other hand, the customer information messenger driven by the messenger driver 330 is displayed on the lower right of the display screen, it can be displayed in full screen according to the user's needs.

Next, the customer information messenger driven in the counselor terminal 300 will be described in detail.

6A illustrates a main display window of a customer information messenger according to an embodiment of the present invention.

When the customer information messenger is initially driven through the agent terminal 300, a main display window as shown in FIG. 6A is displayed on the display screen, and the agent is currently receiving a plurality of external customer calls received through the reception information confirmation field of the display window. It may be to check each calling terminal number for.

In addition, the customer information messenger may allow the counselor to click on each calling terminal number displayed in the receiving information confirmation field to confirm customer information corresponding to the calling terminal number through the customer information confirmation field. As shown in FIG. 6A, the customer information that can be confirmed through the customer information confirmation field may be a name, affiliation name, e-mail, fax number, address, and the like of the customer.

In addition, the customer information messenger may allow the counselor to be connected to another display window through which an agent can perform customer management, SMS text transmission, business card wizard, and important call reservation.

Such a customer information messenger may be used when the agent authentication is performed by accessing the IDC server 200, and the information of the authenticated counselor may be displayed on the upper left of the display window.

6B is a diagram illustrating a display window of an agent messenger according to an embodiment of the present invention.

The customer information messenger may input customer information corresponding to the customer terminal number to be registered through the customer information registration window as shown in FIG. 6B and allow the input customer information to be stored in the IDC server 200.

6C is a diagram illustrating a display window of an agent messenger according to an embodiment of the present invention.

The customer information messenger inputs the customer employee information as shown in FIG. 6C, that is, the agent information registered by each customer center manager through the agent information registration window, and the entered agent information is stored in the IDC server 200. You can do that.

6D is a diagram illustrating a display window of a counselor messenger according to an embodiment of the present invention.

The customer information messenger may input a call history of a condition to be searched through the call history display window as shown in FIG. 6D, and receive a call history result of the condition from the TCP / IP-connected IDC server 200.

6E is a diagram illustrating a display window of an agent messenger according to an embodiment of the present invention.

The customer information messenger may provide an SMS text transmission function so that an SMS text message to be transmitted by a counselor is transmitted to an arbitrary terminal number, and the transmission may be displayed through a display window as shown in FIG. 6E.

6F is a diagram illustrating a display window of an agent messenger according to an embodiment of the present invention.

The customer information messenger may allow the counselor to receive customer information corresponding to the terminal number to be searched in the form of a business card through the business card wizard display window as shown in FIG. 6F.

6G illustrates a display window of a counselor messenger according to an embodiment of the present invention.

The customer information messenger inputs the terminal number, affiliation name, name, reservation time, etc. of the customer who reserved the call through the important telephone reservation display window as shown in FIG. 6G, and corresponding reserved customer terminal number and reservation information. May be stored in the IDC server 200, and the corresponding reservation alarm may be provided from the IDC server 200 at the input reservation time.

Meanwhile, the customer information messenger may further include a call content request display window not shown in FIG. 6.

7 is a flowchart illustrating a customer information service operation of the IDC server 200 according to an embodiment of the present invention.

As shown in FIG. 7, the IDC server 200 generates and stores a customer information table by storing and storing customer information corresponding to each of a plurality of customer terminal numbers registered in each customer center (S201). By receiving a request for authentication via the customer information messenger from the previously registered counselors to perform the authentication of the corresponding agent (S202).

When authentication of the counselor is completed, the IDC server 200 determines whether a customer information request message for requesting customer information corresponding to an arbitrary calling terminal number is received from the CTI apparatus 100 (S203). Here, the customer information request message includes the calling terminal number and the customer center identification information.

When the customer information request message is received, the IDC server 200 identifies the calling terminal number and the customer center identification information included in the received message, and stores the corresponding calling terminal stored in correspondence with the corresponding customer center identification information from the customer information table. It is checked whether a number exists (S204).

When the corresponding calling terminal number corresponding to the corresponding customer center identification information is confirmed, the IDC server 200 detects customer information corresponding to the confirmed calling terminal number (S205), and all the customer information registered and logged in the corresponding customer center. The customer information detected by the messenger is simultaneously transmitted (S206).

However, if the corresponding calling terminal number corresponding to the corresponding customer center identification information is not confirmed, the IDC server 200 registers the calling terminal number in the customer information table, and the call input time according to the calling terminal number corresponds to the calling history information. After being stored as (S207), the corresponding calling terminal number is registered in the corresponding customer center and simultaneously transmitted to all the logged in customer information messengers (S208).

On the other hand, after transmitting the customer information, the IDC server 200 determines whether the call content for the caller terminal number is received from the CTI device 100 (S209), and if a recording request message is received, the CTI device 100 Call information received from the) to be stored in correspondence with the corresponding calling terminal number in the call table (S210).

However, if the call content for the corresponding calling terminal number is not received from the CTI device 100, the IDC server 200 terminates the customer information service for the calling terminal number.

The IDC server 200 ascertains whether a call termination message is received from the CTI device 100 to confirm the termination of the call (S211), and when a recording end message is received, the customer information service for the corresponding calling terminal number. To exit.

On the other hand, while the present invention has been described in detail with respect to the specific embodiments described, it will be apparent to those skilled in the art that various modifications and variations are possible within the technical spirit of the present invention, and such variations and modifications belong to the appended claims. will be.

As described above, the customer information service method and the system according to the present invention configure an IDC server that manages customer information of all customer centers and provides customer information to the agent terminals of each customer center through a messenger. In addition, each customer center is provided with customer information by simply accessing the Internet without installing a CTI server separately with the CTI device, thereby reducing the cost of building the customer center.

In addition, the customer information service method and the system according to the present invention, for all terminals connected to the IDC server and TCP / IP and authenticated all the customers entering the customer center from the outside without being directly connected to the CTI device in the customer center It has the effect of being able to receive information about the call.

In addition, the customer information service method and the system according to the present invention, the customer, name, address, affiliation name, e-mail, fax number, another terminal number of the caller and the reception history information of each customer corresponding to the incoming call from the counselor By confirming in advance before the call response, the counselor has the effect of receiving detailed customer information about the call entered.

Claims (25)

A computer telephone integration (CTI) device that is distinguished and included in each of the plurality of customer centers and detects the calling terminal number of the customer terminal requesting the call connection through a PSTN and then performs a call transfer of the customer terminal; It is included in each of the plurality of customer centers, and after confirming whether or not to register the counselor through the customer information messenger, the registered counselor performs the customer information providing service for the calling terminal number detected by the CTI device A plurality of agent terminals performing a call operation with the customer terminal transferred from a CTI device; And It is connected to all of the plurality of agent terminals included in the plurality of customer centers through the Internet to determine whether to permit the registration of the agent, and the customer information of the customer terminal requesting a call connection to each of the plurality of customer centers A customer information service including an Internet Date Center (IDC) server that stores and stores table information for each center and provides customer information stored corresponding to the corresponding customer center to all of the plurality of counselor terminals subordinate to the customer center. system. The method of claim 1, wherein the customer information, And a customer name, address, affiliation name, e-mail, fax number, another terminal number of the caller, and reception history information corresponding to the calling terminal number. The method of claim 1, wherein the CTI device, And a customer information service system connected to at least one agent terminal configured in the customer center and connected to the IDC server through the agent terminal. The method of claim 1, wherein the counselor terminal, Driving the customer information messenger linked with the IDC server, and accessing the IDC server through the driven customer information messenger to receive the counselor authentication and customer information service. delete The method of claim 1, wherein the IDC server, And at least one of a unique number, an IP address, or a MAC address of the CTI device included in each of the customer centers as identification information of each of the customer centers. The method of claim 1, wherein the IDC server, Customer information service system for storing the call history corresponding to the calling terminal number of each customer call entered into each customer center. The method of claim 1, wherein the IDC server, When the call contents corresponding to each calling terminal number are received from the CTI device, the call contents corresponding to each calling terminal number are received, stored according to each calling terminal number, and the call contents corresponding to an arbitrary calling terminal number are requested from the counselor terminal. Customer information service system for detecting and providing the call content. The method of claim 1, wherein the IDC server, Customer information service system for receiving customer information corresponding to any originating terminal requested to be registered from the counselor terminal, and stores it in the customer information table. The method of claim 1, wherein the IDC server, And receiving and storing a call request reservation time to an arbitrary terminal number from the counselor terminal, and providing a call request alarm to the counselor terminal to perform a call request to the corresponding terminal number at the reservation time. The method of claim 1, wherein the IDC server, Customer information service system for providing customer information corresponding to the terminal number requested from the counselor terminal to the counselor terminal in the form of a business card. The method of claim 1, wherein the IDC server, Receiving the SMS text transmission from the counselor terminal to an arbitrary calling terminal number and transmitting the SMS text. The method of claim 1, wherein the IDC server, A CTI interface unit for transmitting and receiving a message through TCP / IP with a CTI device installed in each of the managed customer centers; A messenger interface unit performing data transmission / reception via TCP / IP and customer information messengers of the plurality of counselor terminals registered in each of the managed customer centers; A database storing a table for managing the customer information, a table for managing the counselor terminal information, and a table for managing call contents corresponding to each customer terminal number; When the customer information request is transmitted from the CTI device, the customer information obtained from the database is simultaneously provided to all of the plurality of counselor terminals subordinate to the customer center including the CTI device, and the request is received from the CTI device. A central processing unit for providing and registering customer information, important telephone reservations, call history, call details, business card wizards and telephone books; An SMS processor for performing an SMS text transmission requested from the counselor terminal; And A web manager that manages a web page that provides information about the customer information service system; Customer information service system comprising a. In the customer information service device of the customer center comprising a CTI device and a plurality of agent terminals, A CTI interface unit for transmitting and receiving a message through TCP / IP with a CTI device installed in each of the managed customer centers; A messenger interface unit performing data transmission / reception via TCP / IP and customer information messengers of the plurality of counselor terminals registered in each of the managed customer centers; A database for storing a table for managing the customer information, a table for managing counselor terminal information, and a table for managing call contents corresponding to each customer terminal number; When the customer information request is transmitted from the CTI device, the customer information obtained from the database is simultaneously provided to all of the plurality of counselor terminals subordinate to the customer center including the CTI device, and the request is received from the CTI device. A central processing unit for providing and registering customer information, important telephone reservations, call history, call details, business card wizards and telephone books; And Customer information service device including an SMS processing unit for performing the SMS text transmission requested from the counselor terminal. The method of claim 14, And a web manager configured to manage a web page for providing information about the customer information service system. A customer information service method for a plurality of customer centers comprising a CTI device, a plurality of agent terminals directly connected to the CTI device, and an IDC server connected to the plurality of agent terminals via the Internet. Storing, by the IDC server, a plurality of types of customer information corresponding to each of a plurality of customer terminal numbers registered in the respective customer centers; Each of the counselor terminals driving a customer information messenger to access the IDC server, and receiving counselor authentication from the connected IDC server; Detecting, by the CTI device, a calling terminal number according to a customer call input from the outside and requesting customer information corresponding to the detected calling terminal number from the IDC server; And And detecting, by the IDC server, customer information corresponding to the calling terminal number registered in the customer center including the CTI device, and simultaneously transmitting the customer information to all authenticated counselor terminals. The method of claim 16, wherein the IDC server tabulates the plurality of types of customer information. Customer information service method of the customer center characterized in that the customer information including the name, address, affiliation name, e-mail, fax number, another terminal number of the caller and the reception history corresponding to each terminal number is tabulated; . The method of claim 16, wherein the CTI device requests the IDC server for the customer information. The customer information service method of the customer center connected to at least one agent terminal configured in the customer center, requesting the customer information to the IDC server through the agent terminal. The method of claim 16, wherein the IDC server tabulates the customer information. Store at least one of a unique number, an IP address, or a MAC address of the CTI device included in each of the customer centers as identification information of each of the customer centers, and correspond to each customer terminal number registered with each of the stored customer centers. Customer Information Service method of customer center to tabulate customer information which is made. The method of claim 16, And storing, by the IDC server, a table of the providing history of each customer information performed by each of the counselor terminals. The method of claim 16, Storing, by the IDC server, a call content between a customer and an agent corresponding to each calling terminal number from the CTI device, corresponding to the calling terminal number; Wow Detecting, by the IDC server, call contents corresponding to an originating terminal number from the counselor terminal, and providing the contents of the call corresponding to the calling terminal number; Customer Information service method of the customer center further comprising a. The method of claim 16, And receiving, by the IDC server, customer information corresponding to any originating terminal requested to be registered from the counselor terminal, and storing the customer information in the customer information table. The method of claim 16, The IDC server receiving and storing a call request reservation time to an arbitrary terminal number from the counselor terminal and providing a call request alarm to the counselor terminal to perform a call request to the corresponding terminal number at the reservation time. The customer information service method of the customer center further including. The method of claim 16, And receiving, by the IDC server, customer information corresponding to each terminal number from the counselor terminal, and providing customer information corresponding to the terminal number to the counselor terminal in the form of a business card. . The method of claim 16, And receiving, by the IDC server, an SMS text transmission from an agent terminal to an arbitrary calling terminal number, and transmitting the requested SMS text to the calling terminal number.

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