KR102318071B1 - A integrated customer information management server, a custmer information management system and a method for operating it - Google Patents

Abstract

A customer information management server for managing call and message histories according to an embodiment of the present invention includes: a customer information integrated management unit for managing customer information; a data transmission/reception integrated management unit connected to a plurality of customer management terminals and collecting and managing wired and wireless call data and message data transmitted and received from the plurality of customer management terminals; a history information integrated management unit for managing wired and wireless call history information corresponding to the customer information based on the call data; an integrated call recording data management unit for managing wired and wireless call recording data corresponding to the customer information based on the call data; and a message data integrated management unit for managing message data corresponding to the customer information based on the message data.

Description

A customer information management system, a customer information management server, and an operating method thereof

The present invention relates to an integrated customer information management system for providing customer information and history information management through wired/wireless integrated call and message management, a customer information management server, and an operating method thereof.

Due to the development of wireless communication and information communication technology, existing offline services are being provided online in various forms.

In addition, a call center is operated for product consultation, sales, delivery and after-sales service.

Call centers are being used in a variety of ways, such as offline or online product consultation, sales, delivery inquiries, and after-sales service inquiries.

However, various operating methods to solve this problem have been introduced for smooth call center operation, but since the conventional call center operation method is managed only by receiving it through a landline phone, customer information can be efficiently stored according to calls and messages received through a mobile phone. There are problems that are difficult to deal with.

In addition, even if a call system received through a mobile phone is provided, it is not integrated with customer information through an existing landline phone, so it is inconvenient to provide a customer management service.

The present invention was derived to solve the above problems, and forms an environment in which a desktop system for managing calls with a landline phone and a smart phone system for managing calls with a mobile phone coexist, and integrated message transmission and reception contents and history An object of the present invention is to provide a customer information management system, a customer information management server, and an operating method thereof that can manage information, call history information, and call recording management, and provide customer information management and call pop-up.

In accordance with an embodiment of the present invention for solving the above problems, there is provided a customer information management server for managing call and message histories, comprising: a customer information integrated management unit for managing customer information; a data transmission/reception integrated management unit connected to a plurality of customer management terminals and collecting and managing wired and wireless call data and message data transmitted and received from the plurality of customer management terminals; a history information integrated management unit for managing wired and wireless call history information corresponding to the customer information based on the call data; an integrated call recording data management unit for managing wired and wireless call recording data corresponding to the customer information based on the call data; and a message data integrated management unit for managing message data corresponding to the customer information based on the message data.

A system according to an embodiment of the present invention for solving the above problems, a desktop customer management terminal for transmitting and receiving wired and wireless call data and message data with one or more customer terminals; a smart phone customer management terminal for transmitting and receiving wireless call data and message data with one or more customer terminals; and a customer information management server connected to the customer desktop customer management terminal and the smart phone customer management terminal, and for integrated management of call and message history, wherein the customer information management server is the customer desktop customer management terminal or the smartphone a data transmission/reception integrated management unit that collects and manages call data and message data transmitted/received from the customer management terminal; a history information integrated management unit for managing wired and wireless call history information corresponding to the customer information based on the call data; an integrated call recording data management unit for managing wired and wireless call recording data corresponding to the customer information based on the call data; and a message data integrated management unit for managing message data corresponding to the customer information based on the message data.

A method according to an embodiment of the present invention for solving the above problems, a method of operating a customer information management server for managing call and message history, the method comprising: managing customer information; connecting with a plurality of customer management terminals; collecting and managing wired and wireless call data and message data transmitted and received from the plurality of customer management terminals; managing wired and wireless call history information corresponding to the customer information based on the call data; managing wired and wireless call recording data corresponding to the customer information based on the call data; and managing message data corresponding to the customer information based on the message data.

According to an embodiment of the present invention, by providing an integrated management server that integrates a desktop customer management terminal connected through a plurality of landline phones and a smart phone customer management terminal connected through a plurality of mobile phones, a landline phone or mobile phone environment is provided. It is possible to perform integrated message transmission/reception content and history information, call history information and call recording management regardless of the customer information management sharing and call pop-up.

1 is a diagram schematically illustrating a customer information management system according to an embodiment of the present invention.
2 illustrates an entire system managed by a customer information management server according to an embodiment of the present invention.
3 is a block diagram illustrating in more detail the configuration of a customer information management server and a customer management terminal according to an embodiment of the present invention.
4 and 5 show a call interface according to an embodiment of the present invention.
6 shows history information for each customer according to an embodiment of the present invention.

The following is merely illustrative of the principles of the invention. Therefore, those skilled in the art will be able to devise various devices which, although not explicitly described or shown herein, embody the principles of the present invention and are included within the spirit and scope of the present invention. In addition, it should be understood that all conditional terms and examples listed herein are, in principle, expressly intended only for the purpose of understanding the inventive concept and are not limited to the specifically enumerated embodiments and states as such. do.

Moreover, it is to be understood that all detailed description reciting the principles, aspects, and embodiments of the invention, as well as specific embodiments, are intended to cover structural and functional equivalents of such matters. It is also to be understood that such equivalents include not only currently known equivalents, but also equivalents developed in the future, i.e., all devices invented to perform the same function, regardless of structure.

Thus, for example, the block diagrams herein are to be understood as representing conceptual views of illustrative circuitry embodying the principles of the present invention. Similarly, all flowcharts, state transition diagrams, pseudo code, etc. may be tangibly embodied on computer-readable media and be understood to represent various processes performed by a computer or processor, whether or not a computer or processor is explicitly shown. should be

The functions of the various elements shown in the figures including a processor or functional blocks represented by similar concepts may be provided by the use of dedicated hardware as well as hardware having the ability to execute software in association with appropriate software. When provided by a processor, the functionality may be provided by a single dedicated processor, a single shared processor, or a plurality of separate processors, some of which may be shared.

In addition, clear use of terms presented as processor, control, or similar concepts should not be construed as exclusively referring to hardware having the ability to execute software, and without limitation, digital signal processor (DSP) hardware, ROM for storing software. It should be understood to implicitly include (ROM), RAM (RAM) and non-volatile memory. Other common hardware may also be included.

In the claims of the present specification, a component expressed as a means for performing the function described in the detailed description includes, for example, a combination of circuit elements that perform the function or software in any form including firmware/microcode, etc. It is intended to include all methods of performing the functions of the device, coupled with suitable circuitry for executing the software to perform the functions. Since the present invention defined by these claims is combined with the functions provided by the various enumerated means and combined in a manner required by the claims, any means capable of providing the functions are equivalent to those contemplated from the present specification. should be understood as

The above-described objects, features, and advantages will become more apparent through the following detailed description in relation to the accompanying drawings, and accordingly, those of ordinary skill in the art to which the present invention pertains can easily implement the technical idea of the present invention. There will be. In addition, in describing the present invention, if it is determined that a detailed description of a known technology related to the present invention may unnecessarily obscure the gist of the present invention, the detailed description thereof will be omitted.

Hereinafter, various embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a diagram schematically illustrating a customer information management system according to an embodiment of the present invention.

Referring to FIG. 1 , a customer information management system according to an embodiment of the present invention includes a customer information management server 100 and one or more customer management terminals 22a and 22b connected thereto. The one or more customer management terminals 22a and 22b may include a desktop customer management terminal 22a and a smartphone customer management terminal 22b.

According to an embodiment of the present invention, the customer 1 transmits and receives a call to one or more customer management terminals 22a and 22b through a general mobile communication network using the landline phone 3 or the wireless phone 2 to make a call. It can send and receive voice or message.

And, the one or more customer management terminals (22a, 22b) manages customer information according to the identification information of the customer (1), the call history information and call recording data received through the call of the customer (1) according to the customer information It can be uploaded to the management server (100).

Also, the one or more customer management terminals 22a and 22b may perform data management for messages received from the customer 1 in conjunction with the customer information management server 100 . Here, the message may include at least one of various messages such as a Short Message Service (SMS), a Multimedia Messaging Service (MMS), and an email message.

In addition, the customer information management server 100 according to an embodiment of the present invention integrates and manages call history information, call voice recording data, and message data received from one or more customer management terminals 22a and 22b, respectively, and one or more customer management terminals 22a and 22b. A call interface and integrated inquiry information are provided to the customer management terminals 22a and 22b to enable integrated management of calls and messages using each of the one or more customer management terminals 22a and 22b. To this end, the desktop customer management terminal 22a may be connected to the SMS operator server 5 or the mobile phone or the wireless modem 6 to transmit/receive messages to and from the wireless terminal 2 of the customer 1 .

To this end, a terminal program for interworking with the customer information management server 100 and displaying a call interface according to an embodiment of the present invention may be installed in the desktop customer management terminal 22a, and the smart phone customer management terminal 22b includes a customer An application for interworking with the information management server 100 and displaying a call interface may be installed. The application or terminal program may be stored and managed in the customer information management server 100 or distributed through a separate application store (not shown).

Accordingly, the customer information management server 100 may provide integrated customer information management including call information management and message information management through one or more customer management terminals 22a and 22b.

In particular, the customer management information transmitted and received by the customer management operator through the smartphone may be managed in the customer information management server 100 through the smartphone customer management terminal 22b, and the customer management information transmitted and received through the desktop wired network is displayed on the desktop. It may be managed by the customer information management server 100 through the customer management terminal 22a. Accordingly, the collected information is shared through the customer information management server 100, and all call history information, message information, and call recording information can be synchronized no matter which terminal is added/modified in each of the customer management terminals 22a and 22b. have.

In addition, the customer information management server 100 may provide a call interface and inquiry information to each of the customer management terminals 22a and 22b. Therefore, whether the customer 1 sends a call to the smart phone customer management terminal 22b of the customer management operator, or sends a call to the desktop customer management terminal 22a, call information with all customers 1 and message information can be integrated management and shared.

2 illustrates an example of an entire system managed by a customer information management server according to an embodiment of the present invention.

In FIG. 2 , the customer terminal may include a wired phone, a mobile phone, a smart phone, a wired Internet terminal, and a wireless Internet terminal that the customer can use to make a call.

Here, a wired phone performs a call through a general wired public telephone network, a mobile phone performs a call through a general wireless public telephone network, and a smart phone is capable of accessing a general wireless public telephone network or a wireless Internet network, and a wired telephone The Internet terminal may mean a device capable of accessing a wired Internet network through a wired network like a desktop computer, and the wireless Internet terminal may mean a device capable of accessing a wireless Internet network through a wireless network such as Wi-Fi, such as a tablet.

In addition, the wired public telephone network and the wireless public telephone network may be collectively referred to as a wired/wireless telephone network 10 , and the wired Internet network and the wireless Internet network may be collectively referred to as a wired/wireless Internet network 12 .

The entire system according to the present invention includes a customer information management server 100, a private branch exchange 20, a customer management terminal 22, a database server 24, and a switching device 26 that communicate with each other on the same network, wherein In this case, the Internet shopping mall server 28 and the POS system 29 may be operated together on the network.

As described above, the private branch eXchange (PBX) may be a device that is installed in a subscriber's premises and performs exchange connection between a trunk line, an extension line, and an extension line.

The customer management terminal 22 may be a desktop-type customer management terminal in which a program is installed or a smartphone-type customer management terminal in which an application is installed. In particular, the desktop customer management terminal 22 combined with a telephone can provide a system for efficiently distributed management of incoming calls through a landline phone, for example, for customers who call on the computer screen of an agent (telemarketer). A consultation screen in which detailed information is provided in real time may be provided.

In the switching device 26 (Power over Ethernet (PoE) switch), a plurality of Ethernet LAN cables can be connected for each port, and not only data transmission to the Ethernet LAN cable but also DC power can be transmitted over a long distance to centrally manage power. .

In the above configuration, the wired/wireless public telephone network 10 is connected to the network through the gateway 14, and it is preferable that the gateway 14 is configured with a VoIP function for communication through a network operated based on the Internet protocol.

As described above, the customer can make a call by using the customer terminal connected to the wired/wireless public telephone network 10 or the wired/wireless Internet network 12 connected to the network through the gateway, and the customer's call is transferred to the private branch exchange 20 on the network. ), or may be directly received by the smartphone-type customer management terminal 22 .

On the other hand, the agent's Internet phone 30 constituting the agent terminal group connected to the switching device 26 may be divided into a plurality of consultation parts 32 , 34 , and 36 . A call type received in the consultation part may be variously set according to a consultation target of the call center. The number of counselors, that is, the Internet phone 30, arranged for each counseling part 32, 34, and 36 may be set differently from each other in consideration of the frequency of calls for each call type.

On the other hand, the Internet shopping mall server 28 may include a configuration for operating on the Internet a web site formed as a web page for inquiry, order, and payment of products for implementing e-commerce.

In addition, the POS (Point of Sales) system 29 may be implemented as a system for selling and payment of goods through communication with a plurality of POS terminals (PTs) connected through a separate network, where POS terminals (PT) is installed in each store, and the POS system 29 may include a function of managing orders and sales by POS terminals (PT) of a plurality of stores.

Accordingly, the customer management terminal 22 may transmit necessary information to the Internet shopping mall server 28 and the POS system 29 based on a call received from the customer terminal.

Customer information management server 100 manages an application or program operated in the customer management terminal 22, customer information, call history information, call voice recording data, note information and message information through the customer management terminal 22 It is possible to collect and manage, or provide a call interface and other necessary information according to the request of the customer management terminal 22 .

3 is a block diagram illustrating in more detail the configuration of a customer information management server and a customer management terminal according to an embodiment of the present invention.

Referring to FIG. 3 , the customer information management server 100 according to an embodiment of the present invention may manage call and message history.

To this end, the customer information management server 100 includes an integrated data transmission and reception management unit 101, a message sending unit 102, an integrated customer information management unit 103, an integrated history information management unit 104, and an integrated call recording data management unit 105. and a message data integrated management unit 106 .

The integrated data transmission/reception management unit 101 is connected to a plurality of customer management terminals, and may collect and manage wired and wireless call data and message data transmitted and received from the plurality of customer management terminals. In addition, the data transmission/reception integrated management unit 101 manages information processed by the customer information integrated management unit 103, the history information integrated management unit 104, the call recording data integrated management unit 105 and the message data integrated management unit 106, the customer management terminal It is possible to provide a communication function to transmit and receive with the (22a, 22b).

The message sending unit 102 may collect message information transmitted to customers as needed and directly transmit the message information to the SMS service provider server or the customer's mobile terminal through a mobile communication network.

The integrated customer information management unit 103 collects and manages various customer information including customer names, phone numbers, and address information in response to customer identification information.

The integrated history information management unit 104 manages wired and wireless call history information corresponding to the customer information based on the wired/wireless call data transmitted and received by the integrated data transmission/reception management unit 101 . Wired/wireless call data may be generated by a customer's call, may be generated in the customer management terminals 22a and 22b, and may be uploaded to the customer information management server 100 .

The call recording data integrated management unit 105 manages wired and wireless call recording data corresponding to the customer information based on the wired/wireless call data.

The message data integrated management unit 106 manages message data corresponding to the customer information based on the message data.

Based on this configuration, the integrated data transmission/reception management unit 101 stores information managed by the history information integrated management unit 103, the customer information integrated management unit 104, and the call recording data integrated management unit 105 at the at least Call inquiry information may be provided through one desktop customer management terminal 22a and at least one smart phone customer management terminal 22b.

In addition, the data transmission/reception integrated management unit 101 may identify the type of the customer management terminal that requested the call inquiry information, convert the call inquiry information into a format corresponding to each type, and transmit it to the customer management terminals 22a and 22b. .

In addition, the integrated data transmission/reception management unit 101 may provide synchronization information according to the settings of the customer management terminals 22a and 22b. The synchronization information may include at least one of call history synchronization information, message synchronization information, and call recording data synchronization information.

In addition, when a call is received through the desktop customer management terminal 22a, the data transmission/reception integrated management unit 101 provides a call interface corresponding to the customer identified from the call to the desktop customer management terminal 22a, When the call is received through the smartphone customer management terminal (22b), the customer information management server for providing the call interface to the smartphone customer management terminal (22b). Here, the shape and configuration of each call interface may be changed according to a smartphone or a desktop.

In addition, in one embodiment, when a call is received through the smart phone customer management terminal 22b, the integrated data transmission and reception management unit 101 may provide the same call interface to the desktop customer management terminal 22a set in synchronization with this. have. Accordingly, synchronization between the customer management terminals 22a and 22b according to user settings is possible.

On the other hand, the call interface is provided to be overlaid on the existing screen of the desktop or smart phone customer management terminal, and at least one of name information, address information, note information, call history information and message information for the customer identified from the call. may include

On the other hand, the integrated data transmission/reception management unit 101 provides the history information generated by the integrated history information management unit in response to the customer identification information requested by the plurality of customer management terminals 22a and 22b, and the history information is the customer It may include at least one of call history information corresponding to the identification information, message history information, note information, and link information corresponding to the call recording data.

On the other hand, the plurality of customer management terminals (22a, 22b) includes at least one desktop customer management terminal (22a) and at least one smart phone customer management terminal (22b), each of the above-described wired and wireless call data and message data Each of the components for uploading may be included.

For example, the smartphone customer management terminal 22b includes a data transmission/reception management unit 221b for data transmission/reception with the customer information management server 100, a message sending unit 222b for sending a management message to the customer, and the customer A customer information management unit 223b for providing customer information to the integrated customer information management unit 103 of the information management server 100 or receiving customer information from the integrated customer information management unit 103 and displaying it on the terminal, and the customer information management server A history information management unit 224b for providing history information to the integrated history information management unit 104 of 100 or receiving customer information from the integrated history information management unit 104 and displaying it on the terminal, and a customer information management server 100 A call recording data management unit 225b for providing call voice information to the integrated call recording data management unit 105 of the or receiving voice information from the integrated call recording data management unit 105 and outputting it from the terminal, and a customer information management server 100 ) may include an integrated message data management unit 226b for providing message information to the integrated message data management unit 106 or receiving message information from the integrated message data management unit 106 to display in the terminal.

And, in the case of the desktop customer management terminal 22a, it may include the same configuration as that of the smart phone customer management terminal 22a described above. Also, the desktop customer management terminal 22a may transmit a message to the customer terminal through at least one of an SMS service provider server connected to the desktop through the message sending unit 222a, a mobile terminal, or a wireless modem.

4 and 5 show a call interface according to an embodiment of the present invention.

As shown in FIG. 4 , when a call is received through the desktop customer management terminal 22a, the data transmission/reception integrated management unit 101 provides a call interface corresponding to the customer identified from the call to the desktop customer management terminal. (22a) may be provided. The call interface may include the customer's main information, and customer information, history information, note information, etc. managed by the customer information management server 100 may be displayed in a form that is overlaid on the desktop screen.

In addition, as shown in Figure 5, the data transmission and reception integrated management unit 101, when a call is received through the smart phone customer management terminal 22b, the smart call interface corresponding to the customer identified from the call It can be provided to the phone customer management terminal (22a). Similarly, the call interface may include the customer's main information, and customer information, history information, note information, etc. managed by the customer information management server 100 may be displayed in a form overlaid on the smartphone screen. The call interface may include at least one of name information, address information, note information, call history information, and message information about the customer identified from the call.

In addition, in one embodiment, when a call is received through the smart phone customer management terminal 22b as shown in FIG. 5, the data transmission/reception integrated management unit 101 performs synchronization with the desktop customer management terminal 22a as shown in FIG. It is also possible to provide a call interface with the same information. Accordingly, synchronization between the customer management terminals 22a and 22b according to user settings is possible.

6 shows history information for each customer according to an embodiment of the present invention.

At the request of the customer management terminals 22a and 22b according to an embodiment of the present invention, the customer information management server 100 may provide customer-specific history information to the customer management terminals 22a and 22b. As shown in FIG. 6 , the history information includes at least one of call history information corresponding to the customer identification information, message history information, note information, and link information corresponding to the call recording data. The received call history and its contents, and also the contents of messages sent and received by the desktop customer management terminal 22a or the smart phone customer management terminal 22b can be integrated and provided.

Meanwhile, the customer management system according to various embodiments of the present invention described above may be implemented as a program code and stored in various non-transitory computer readable media, and may be provided to each server or device.

The non-transitory readable medium refers to a medium that stores data semi-permanently, rather than a medium that stores data for a short moment, such as a register, cache, memory, etc., and can be read by a device. Specifically, the above-described various applications or programs may be provided by being stored in a non-transitory readable medium such as a CD, DVD, hard disk, Blu-ray disk, USB, memory card, ROM, and the like.

In addition, although preferred embodiments of the present invention have been illustrated and described above, the present invention is not limited to the specific embodiments described above, and the technical field to which the present invention belongs without departing from the gist of the present invention as claimed in the claims In addition, various modifications may be made by those of ordinary skill in the art, and these modifications should not be individually understood from the technical spirit or perspective of the present invention.

Claims (14)

In the customer information management server that manages call and message history,
Customer information integrated management unit that manages customer information;
a data transmission/reception integrated management unit connected to a plurality of customer management terminals and collecting and managing wired and wireless call data and message data transmitted and received from the plurality of customer management terminals;
a history information integrated management unit for managing wired and wireless call history information corresponding to the customer information based on the call data;
an integrated call recording data management unit for managing wired and wireless call recording data corresponding to the customer information based on the call data; and
and a message data integrated management unit for managing message data corresponding to the customer information based on the message data;
The plurality of customer management terminals include a smartphone customer management terminal and a desktop customer management terminal, and the customer information management server is connected to both the desktop customer management terminal and the smartphone customer management terminal of the customer management operator,
An application for interworking with the customer information management server is installed in the smartphone customer management terminal,
The customer information management server,
Customer management information transmitted and received through the smartphone customer management terminal is provided to the customer information management server through the smartphone customer management terminal, and customer management information transmitted and received through a wired network is the customer information through the desktop customer management terminal provided to the management server,
Call history information, message data and call recording data are synchronized even if added or modified in any one of the smartphone customer management terminal and the desktop customer management terminal of the customer management operator,
The data transmission/reception integrated management unit, when a call is received through the desktop customer management terminal, provides a call interface corresponding to the customer identified from the call to the desktop customer management terminal, and through the smart phone customer management terminal When a call is received, by providing the call interface to the smartphone customer management terminal, the customer sends a call to the smartphone customer management terminal of the customer management operator or transmits a call to the desktop customer management terminal characterized in that it is shared without
Customer Information Management Server. According to claim 1,
The data transmission/reception integrated management unit transmits information managed by the history information integrated management unit, the customer information integrated management unit, and the call recording data integrated management unit through the desktop customer management terminal and the smartphone customer management terminal of the customer management operator, Customer information management server, characterized in that providing call inquiry information. delete delete According to claim 1,
A customer information management server further comprising a message sending unit for sending a message to at least one of the SMS service provider server and the mobile terminal. delete According to claim 1,
The call interface is provided to be overlaid on the existing screen of the desktop customer management terminal or the smart phone customer management terminal, and at least one of name information, address information, note information, call history information, and message information for a customer identified from the call. Customer information management server comprising a. According to claim 1,
The data transmission/reception integrated management unit, in response to the customer identification information requested by the plurality of customer management terminals, provides the history information generated by the history information integrated management unit,
The history information is a customer information management server including at least one of call history information corresponding to the customer identification information, message history information, note information, and link information corresponding to the call recording data. a desktop customer management terminal of a customer management operator for transmitting and receiving call data and message data to and from the customer terminal through the desktop;
a smartphone customer management terminal of the customer management operator for transmitting and receiving call data and message data to and from the customer terminal through a smartphone; and
It is connected to both of the desktop customer management terminal and the smartphone customer management terminal of the customer management operator, and includes a customer information management server for integrated management of call and message history,
An application for interworking with the customer information management server is installed in the smartphone customer management terminal,
The customer information management server,
a data transmission/reception integrated management unit for collecting call data and message data transmitted and received from the desktop customer management terminal or the smart phone customer management terminal and managing them according to customer information;
a history information integrated management unit for managing wired and wireless call history information corresponding to the customer information based on the call data;
an integrated call recording data management unit for managing wired and wireless call recording data corresponding to the customer information based on the call data; and
and a message data integrated management unit for managing message data corresponding to the customer information based on the message data;
The customer information management server,
Customer management information transmitted and received through the smartphone customer management terminal is provided to the customer information management server through the smartphone customer management terminal, and customer management information transmitted and received through a wired network is the customer information through the desktop customer management terminal provided to the management server,
Call history information, message data and call recording data are synchronized even if added or modified in any one of the smartphone customer management terminal and the desktop customer management terminal of the customer management operator,
The data transmission/reception integrated management unit, when a call is received through the desktop customer management terminal, provides a call interface corresponding to the customer identified from the call to the desktop customer management terminal, and through the smart phone customer management terminal When a call is received, by providing the call interface to the smartphone customer management terminal, the customer sends a call to the smartphone customer management terminal of the customer management operator or transmits a call to the desktop customer management terminal characterized in that it is shared without
Customer Information Management System. 10. The method of claim 9,
The data transmission/reception integrated management unit provides information managed by the integrated history information management unit, the integrated customer information management unit, and the integrated call recording data management unit as call inquiry information through the desktop customer management terminal and the smartphone customer management terminal Customer information management system, characterized in that. delete 10. The method of claim 9,
The call interface is provided to be overlaid on the existing screen of the desktop customer management terminal or the smart phone customer management terminal, and at least one of name information, address information, note information, call history information, and message information for a customer identified from the call. Customer information management system comprising. 10. The method of claim 9,
The data transmission/reception integrated management unit provides history information generated by the integrated history information management unit in response to customer identification information requested by the desktop customer management terminal or the smart phone customer management terminal, and the history information is in the customer identification information. A customer information management system including at least one of corresponding call history information, message history information, note information, and link information corresponding to the call recording data. In the operating method of a customer information management server that manages call and message history,
managing customer information;
connecting with a plurality of customer management terminals;
collecting and managing wired and wireless call data and message data transmitted and received from the plurality of customer management terminals;
managing wired and wireless call history information corresponding to the customer information based on the call data;
managing wired and wireless call recording data corresponding to the customer information based on the call data; and
Including; managing message data corresponding to the customer information based on the message data;
The plurality of customer management terminals include a smartphone customer management terminal and a desktop customer management terminal, and the customer information management server is connected to both the desktop customer management terminal and the smartphone customer management terminal of the customer management operator,
An application for interworking with the customer information management server is installed in the smartphone customer management terminal,
The customer information management server,
Customer management information transmitted and received through the smartphone customer management terminal is provided to the customer information management server through the smartphone customer management terminal, and customer management information transmitted and received through the desktop wired network is transmitted and received through the desktop customer management terminal to the customer It is provided as an information management server,
Call history information, message data and call recording data are synchronized even if added or modified in any one of the smartphone customer management terminal and the desktop customer management terminal of the customer management operator,
When a call is received through the desktop customer management terminal, a call interface corresponding to the customer identified from the call is provided to the desktop customer management terminal, and when the call is received through the smart phone customer management terminal, the By providing the call interface to the smartphone customer management terminal, the customer is shared regardless of whether the customer sends a call to the smartphone customer management terminal of the customer management operator or sends a call to the desktop customer management terminal ,
How the customer information management server works.

Images