KR20010079183A - Method for customer identification phone number service and system for performing the same - Google Patents

Abstract

PURPOSE: A customer identification phone number service method and a system for executing thereof are provided to transfer a unique number for each customer to a company's telephone system through caller ID service so that the company can identify a customer immediately when the company receives a telephone call. CONSTITUTION: A customer identification phone number system is comprised of a calling side terminal(100), a calling side telephone network(200), a customer identification phone number operation part(300), a called side telephone network(400), a company telephone system(500), and an Internet network(600). The calling side terminal(100) provides a destination number for call setup to the calling side telephone network(200). The calling side telephone network(200) confirms the numbering system of the phone number provided from the calling side terminal(100) and transfers the call to a telecom company. In case that the telecom company recognizes the call as a customer identification phone number, the telecom company transfers it to an exchange/CTI server(310). The exchange/CTI server(310), receiving the call, drives a number conversion process(311) to verify whether the customer identification phone number exists in a customer identification called number DB(320). In case that the customer identification phone number exists, the exchange/CTI server(310) converts the destination number into a company phone number and generates a telephone call again. The telephone call is transferred to a company ARS/CTI(510) in the company telephone system(500) through the called side telephone network(400). Receiving the telephone call, the company ARS/CTI(510) immediately confirms whether the transmitted calling number is a customer identification phone number.

Description

Method for customer identification phone number service and system for performing the same}

The present invention, when the company informs the customer for counseling or ARS phone number, not one representative number, but different counseling / ARS phone number for each customer, customers call their own counseling / ARS phone number When called, the company that received the call is a way to identify in real time what customers are calling.

Conventional companies provide customer service via telephone and ARS. In general, the customer counseling or representative ARS representative phone number to the customer and the customer can call the phone number as necessary to call the company's counselor, or use the service through the ARS.

In particular, banks, securities companies, credit card companies, and telecommunication companies provide a lot of counseling and ARS services through such telephones. A company counselor who answers the phone asks the customer for a customer number, account number, or social security number to identify the customer who made the call, and the customer answers it to identify the customer. However, this process is not only inconvenient for the customer, but also in some cases, the customer may not remember it or the telephone number is called and am in the morning.

In addition, in order to use ARS, enter a customer number or social security number through a telephone terminal and receive a password, which is also one of the methods for customers. Thus, there has been a way to identify customers on a customer relationship marketing (CRM) or customer service level.

The conventional method for this is to receive the customer's outgoing phone number by using the calling number display service in real time when the phone number of the customer's phone is dialed to identify the phone that the customer calls and accordingly An attempt was made to automatically identify the customer. However, in order to realize such a customer identification method, there are some problems and it is a limitation to actively use them.

First, there are a variety of telephone terminals that customers call. Since customers can make calls from their home, work, or cell phone, they must ask the customer for all their phone numbers and register them with the system. Also, even if all of these numbers are registered in the system, the customer cannot be identified if the customer calls another phone that is not registered.

Second, the customer changes the phone number. Whenever you change your home or office phone number, it's hard to remember all the businesses your customers need to call and tell them yourself.

Third, when a customer calls in a building such as a building and uses a DID / DOD line for the PBX of the building, the customer cannot send his / her own calling number each time the call is made. This is because the phone number you remember is the DID number, but the caller ID you send when you make a call is the DOD number.

Fourth, in the case of an Internet phone using a computer, the number provided through the caller ID service is generally difficult to identify the actual caller since it is a phone number of the VoIP switching equipment.

In order to solve the above problems, the present invention transmits a unique number for each customer through the caller ID service to the company's telephone system when the company receives a call, so that the company receiving the call immediately identifies the customer. To provide a method. This is a different concept of identification than customer authentication.

You will need to enter a password or take additional actions to authenticate. To identify the customer, the customer may call and then identify themselves through additional input, but this is an inconvenience for the customer. You need to give your customers a way to identify themselves with minimal input. As one of these methods, by using a telephone number to assign a customer's identification number, to provide a telephone number for making a call and a customer identification telephone number unifying the customer's identification number.

When configured in this way, a method of providing this information to the corporate telephone system uses the "calling number display service". As of 2001, the calling number display service is provided in Korea. This is a method of providing the telephone number of the caller's telephone terminal as a data value through the telephone network.

The present invention does not transmit the original calling number of the caller to the calling number display service, but replaces the customer identification telephone number that the customer calls in the data value of the calling number and transmits the calling number to the called telephone system. Thus, the incoming telephone system receiving it can clearly identify the caller who made the call.

In this way, companies can provide customers with a variety of immediate customer service over the phone and customer relation marketing (CRM).

Another object of the present invention is to provide a system for realizing the above-mentioned customer identification telephone number service.

1 is a view for explaining a customer identification telephone number service system according to an embodiment of the present invention.

2 is a service flow diagram when a user uses according to an embodiment of the present invention.

<Description of the code | symbol about the principal part of drawing>

100: calling party terminal 200: calling party network

300: customer identification telephone number operation unit 310: switchboard / CTI server

311: number conversion process 312: caller ID conversion process

320: Customer identification telephone number DB 400: Incoming telephone network

500: corporate telephone system 510: corporate ARS / CTI

520: customer DB 530: agent call

540: corporate computer system 550: customer identification telephone number request system

The service method for realizing the object of the present invention described above (a) is provided by the service subject of the present invention with additional telephone numbers other than the existing telephone number or representative telephone number such as ARS, and the service is provided. Pairing the customer identification phone number and the company representative phone number in the customer exchange telephone number DB of the main exchange or the CTI;

(b) The company assigns these customer identification telephone numbers to customers applying for it and informs them of this number, activates the customer identification telephone number in the DB of the service entity's exchange / CTl customer identification telephone number and makes it available to its customers. Assigning and registering a customer identification phone number of a corresponding customer in a DB;

(c) A customer who has received a customer identification telephone number calls the telephone number to the enterprise through the telephone number, and the telephone number is connected to the service subject of the present invention, and the telephone number is entered through the telephone number. It finds the actual phone number of the corresponding company, and if it is an activated or unregistered customer identification phone number, an error message is sent to the caller, and if there is a second call with the phone system of the company, Setting the caller ID data to a customer identification phone number, which is the number the customer calls, and simultaneously transmitting the caller ID number to the enterprise;

(d) And the enterprise who receives the call responds to the general customer when the calling party's numbering system is a general phone number, and when the numbering system is a customer identification phone number, the called party is called. Retrieve phone number from your customer database. If there is a corresponding customer, the step of extracting the data of the customer from the computer system includes the step of proceeding with the customer response service using the same.

Hereinafter, described in detail by the accompanying drawings as follows.

1 is a diagram illustrating a system network for providing a customer identification incoming telephone number service according to an exemplary embodiment of the present invention. Referring to Figure 1, the customer identification telephone number system according to an embodiment of the present invention, the calling terminal 100, the calling telephone network 200, the customer identification telephone number operation unit 300, the called telephone network 400, the company The telephone system 500 and the Internet network 600 are included.

The calling party terminal 100 provides the calling party telephone number 200 for the call call setting according to the caller's operation as a series of operations for setting the call. Incoming telephone number is customer identification telephone number. Here, the calling party terminal 100 may be a wireless telephone or a wired telephone such as a mobile phone, a phone for an IMT200 or a computer for an internet telephone.

The calling telephone network 200 confirms the telephone number system of the telephone number provided from the calling telephone terminal 100 and transmits the call to the telephone company to which the service subject of the present invention belongs. If the corresponding telephone service provider is the same service provider serving the calling telephone network, the same telephone network within the company handles this. Receiving this telephone call, the telephone operator sees the system of the incoming telephone number and recognizes that it is a customer identification telephone number, and passes the call to the exchange / CTI server 310 that provides the service.

The exchange / CTI server 310 receiving this receives the number conversion process 311 to verify whether there is a corresponding customer identification telephone number from the customer identification incoming telephone number DB 320. If there is no corresponding customer identification phone number, or if the phone number is not yet activated, the caller is notified of an error message indicating that the phone number is invalid.

If there is a corresponding customer identification incoming telephone number, the incoming number is converted into a matching corporate telephone number to generate a telephone call again. At this time, the calling party number conversion process 312 converts the calling party number of the original calling party terminal received by the exchange / CTI 310 into the customer identification telephone number. The telephone call is set to the corporate ARS / CTI (510) in the corporate telephone system 500 via the incoming telephone network (400).

As soon as the enterprise ARS / CTI system 510 receives the telephone call, the enterprise ARS / CTI system 510 confirms whether the received calling number is a customer identification telephone number using the calling number display function. Thus, a telephone may be connected to a corresponding counselor's phone 530 as needed. In this case, data required for customer consultation may be extracted from the in-house computer system 540 and used for counseling.

In addition, when the ARS system receives the call, the ARS system can be used to provide bank transfer and account inquiry services, and in the case of a securities company, it can provide services such as item inquiry and sell / buy. In addition, in the case of a credit card company, you can query the usage history of the card.

When the company requests the setting of the corresponding corporate phone number to the customer identification phone number, the customer identification phone number request system 550 requests through the Internet network 600, and automatically identifies the customer even when the customer identification phone number is changed or terminated. The telephone number request system 600 can do this.

2 is a service flowchart when a user uses according to an embodiment of the present invention.

The company is given a number band for the customer identification phone number and the service subject of the present invention registers the customer identification phone number in the customer identification phone number DB as shown in Table 1 below (S110). If this number is not activated yet, the caller will receive an error message through the telephone terminal. Of course, at this time, without registering the corresponding company phone number can be assigned in step S120 below. [Table 1] assumes that the Hongdo industry has joined.

If the customer of the enterprise desires, the enterprise assigns a customer identification number and informs the service provider of the present invention through a system or manual work. Upon receiving this information, the service principal changes the setting to enable the yes field in the customer identification telephone number DB. In addition, inform the customer of the customer identification phone number (S120). [Table 2] shows the changed contents of the customer identification telephone number DB registered in the exchange.

At this time, the company's customer DB also stores the customer identification phone number in conjunction with the computer system. [Table 3] is an example of assigning a customer identification phone number to a company's customer DB.

In this case, the granting method may be freely granted according to a method desired by the company. You can register one representative phone number for every customer identification phone number, or assign an agent phone number for each group by assigning an agent to each group of customers. Alternatively, in order to reduce the cost of the enterprise, the same customer identification telephone number may be assigned to each customer group. [Table 3] shows the contents of the customer DB of the company when all customers are given a customer identification phone number and a company representative phone number is assigned to each customer identification phone number.

After that, when the customer calls the company, the customer is called to the customer identification phone number granted (S130).

Check whether the service subject of the present invention is a customer identification telephone number (S140), and if an error, transmits an error message to the caller's telephone (S142). In the case of the issued customer identification phone number, a second call is generated to the corresponding company by searching for the actual corporate phone number (S150).

This situation is explained using [Table 2] showing the configuration of the customer identification incoming phone number DB.

If the caller calls "0505-911-0001", it is a call to Hongdo Industry, so call "02-234-3455" to generate a second call. At this time, the calling number sent to the enterprise is not "02-234-3455" but "0505-911-0001".

If the caller dials "0505-911-0002", the caller generates a second call with "02-234-3455", and the caller ID data is sent with "0505-911-0002".

If you call "0505-912-1000", the caller will hear the error message "No number found."

The ARS / CTI system receiving the telephone call retrieves the received calling number from the customer DB 520 and responds appropriately. [Table 3] will be described.

If the call is from an agent, if the received call number is "0505-911-0001", the call is from the customer identification called number. do. If the company's system designates and manages the agent, the call is sent to the agent, and the data of the customer "Hong Gil-dong" is automatically displayed on the computer monitor of the agent who receives the call.

If the called number received through the incoming telephone network is "02-111-1111", the call is made to a general telephone number, so the existing answering service is provided.

Follow generalized practices, such as "Thank you. Please tell me your customer number or social security number."

If the telephone number linked to the customer identification telephone number is the ARS system, a voice message of the form "Please enter 4 digit password number" to confirm that the customer "Hong Gil Dong" has been identified but actually "Hong Gil Dong" has dialed to provide. If the received calling number is a general number such as "02-111-1111" instead of a customer identification forwarding number, please enter "Customer's customer number or social security number". Please enter. "Will appear.

In other words, the existing telephone response or ARS identification process is skipped a step, because the customer number is assigned through the telephone number.

If the counselor who manages the customer is changed during operation, there is no need to call the customer and inform the phone number of the changed counselor. You only need to change the value of the actual phone number by sending it to the service principal by system or manual. In this case, if the designated contact person is changed for each customer, or if the extension phone number is changed even if the contact person is not changed, there is no inconvenience to inform the customer one by one. In addition, when the customer calls without knowing that the telephone number of the agent / counselor in charge of him / her has changed, there is no inconvenience to ask for the telephone number of the original contact person.

Although the above has been described with reference to a preferred embodiment of the present invention, those skilled in the art will be able to variously modify and change the present invention without departing from the spirit and scope of the invention described in the claims below. I will be able to understand.

As described above, the present invention enables various customized services in that the customer can be surely recognized by telephone in accordance with the current trend of the customer-oriented company. It is widely used not only in the financial and securities industry, but also in telecommunication companies and equipment AS companies. In addition, the customer can also enjoy the convenience of having to memorize various numbers, call the counselor, or additionally enter the telephone dial key to verify his or her identity.

In addition, when managing the contact person by customer, even if the contact person's phone number changes, there is no need to inform the customer of the changed phone number, even if the contact person does not need to inform the customer again. Thus, flexibility arises in managing an internal organization of a company.

In addition, the service subject may transmit the call log to the company to efficiently manage the consultation performance of the person in charge.

Claims (6)

(a) The company receives additional telephone numbers from the service subject of the present invention in addition to its existing counsel telephone number or representative telephone number such as ARS, and the number is transmitted to the service subject exchange or CTI's customer identification telephone number DB. Constructing a pair of identification telephone numbers and an enterprise representative telephone number; (b) The company assigns these customer identification telephone numbers to customers applying for it and informs them of this number, activates the customer identification telephone number in the DB of the service entity's exchange / CTl customer identification telephone number and makes it available to its customers. Assigning and registering a customer identification phone number of a corresponding customer in a DB; (c) A customer who has received a customer identification telephone number calls the telephone number to the enterprise through the telephone number, and this telephone number is connected to the service subject of the present invention, and the incoming telephone number is the customer identification incoming telephone number. It finds the actual phone number of the company corresponding to, and if it is an activated or unregistered customer identification phone number, an error message is sent to the caller, and if there is a second call with the phone system of the company, Simultaneously setting the caller ID data to the customer identification phone number, which is the number the customer calls, and simultaneously transmitting the caller ID number to the enterprise; (d) And the enterprise who receives the call responds to the general customer when the number system of the calling number transmitted through the calling number display function is a general phone number. Retrieve phone number from your customer database. If there is a corresponding customer, extracting data of the corresponding customer from the computer system and proceeding with a customer response service using the same; Customer identification telephone number service method comprising a. The method of claim 1, Step (a) is DB of the customer identification telephone number that is configured when the company applied for the customer identification telephone number in (a); Customer identification telephone number service method comprising a. The method of claim 1, In step (b); (b-1) the method of changing a field value of the customer identification telephone number DB in (b); (b-2) when the customer identification telephone number is assigned to the customer in (b), a method and a DB structure of registering the customer identification telephone number in the customer DB in the enterprise; (b-3) In (b) above, a customer identification telephone number may be assigned to each customer, and a customer identification telephone number may be assigned to a group of customers, and a representative telephone number may be assigned to all customer identification telephone numbers. Assigning, assigning an agent's telephone number to each customer group, and assigning an ARS number; Customer identification telephone number service method comprising a. The method of claim 1, In step (c) above: When a customer calls the customer identification phone number, the phone number is changed to the corresponding corporate phone number, and the caller ID service is used to replace the caller ID data with the customer identification phone number and generate a second call to the company. Transmitting a customer identification telephone number to a calling number display function at the same time as a call to an enterprise telephone system; Customer identification telephone number service method comprising a. The method of claim 1, In step (d); (d-1) Recognize the customer by receiving a call through the customer identification telephone number and, accordingly, call the appropriate agent / extract data on the customer and thereby respond to the customer and market the customer relationship; (d-2) Recognizing the customer by calling the ARS through the customer identification telephone number and immediately entering the password without entering the customer number, account number and social security number, and performing the ARS service for the customer; (d-3) receiving a call to a customer identification telephone number, identifying the customer with the customer identification telephone number received through the caller ID display function, and taking data about the customer from the computer system and using it for customer service; (d-4) ARS answering method using a customer identification phone number that immediately enters a password without inputting a number for identifying the customer's identity, if the call is made through the customer identification phone number; Customer service method through a customer identification telephone number characterized in that. Any wired / wireless calling terminal; A calling telephone network connected thereto; A customer identification telephone number operation unit connected to a general wired or wireless telephone network; A conversion process for converting the actual phone number when a call is received to the customer identification telephone number operation unit, and a call number conversion process for replacing the calling number data with the first customer identification phone number when the call is made; Incoming telephone network connected to the corporate incoming telephone system; In-house ARS and CTI systems; Customer identification phone number system