KR20050041392A - System and method of providing portal service for call center - Google Patents

Abstract

Call center portal service system and method that connects call centers and call service users in each country using wired / wireless communication network.The call is received through wired / wireless communication media of call service users and wired / wireless communication network. Stores a number of call centers that provide call services to call service users and location and information of call service users and call centers received through wired / wireless communication networks using location and information of service users, and requests for services from call service users According to the selection of the optimal call center to provide the call service information to the call service user, and comprises a call center portal server device for providing the location and information of the call service user to the selected call center.

Description

System and method of providing portal service for call center

The present invention relates to a call center portal service system and method, and more particularly, to a call center portal service system and method for connecting call centers and call service users in various regions of the country using wired / wireless communication networks.

Generally, people who want to use a call service such as a vehicle want to be provided with a call service quickly and conveniently in the same way anytime and anywhere.

However, existing call centers that are active throughout the country are mostly small and medium sized call centers that operate around specific regions, making it difficult to meet the needs of call service users.

In particular, existing call centers could not provide a call service when a call service user moved to another region due to regional limitations.

Therefore, call service users who want to move to another area and receive a call service can contact the local telephone number information center (114, etc.) or search the Internet to find the call center information (call center telephone number, etc.) of the region. There was an inconvenience to pay.

In addition, although the call service user has spent a lot of time and effort to obtain the information of the call center, there is a problem that the satisfactory call service is not provided because the reliability of the directly obtained call center information is low.

On the other hand, call centers in each region spend a lot of money and time to market their services to call service users, but they do not show satisfactory marketing effects and do not respond appropriately to the various needs of call service users. There was a problem of not providing the service.

The present invention is to solve these problems, to provide a call center portal service system and method for integrating and building a call center network and database in each region of the country to provide an optimal call service to call service users without time and region limitation. The purpose is.

Another object of the present invention is to provide a call center portal service system and method for providing an optimal call service simply and quickly to call service users using various communication networks.

Another object of the present invention is to provide a call center portal service system and method that can maximize the marketing effect of each call center by integrating and building a call center network and database in each region of the country.

The call center portal service system according to the present invention includes a plurality of call centers providing call services to call service users using wired / wireless communication media of call service users and location and information of call service users received through wired / wireless communication networks. And store the location and information of the call service user and call center received through the wired / wireless communication network, select the optimal call center according to the service request of the call service user, and provide the call center information to the call service user. It comprises a call center portal server device for providing the call center user location and information to the call center.

Here, the wired / wireless communication medium may be any one of a wired / wireless telephone, a computer capable of wired or wireless communication, a wireless application protocol phone (WAP phone), and personal digital assistants (PDAs).

In addition, the call centers may be located in at least one of a country, a province, a city, a county, a ward, a town, a town, a town, and a call center.The call centers may include a Short Message Service (SMS), an Automatic Vehicle Location (AVL), and a TRS (Trunked). A call service agent corresponding to a service request of the call service user may be provided to the call service user using at least one of a radio system, a mobile data terminal (MDT), and a voice radio.

Here, the call service provided by the call center may be any one of a vehicle call service, a courier service, and an assistant service.

On the other hand, the call center portal server device stores the location and information of the call service user and the call center received from the wired / wireless communication medium, and a storage unit for storing the service usage history and use charges of the call service user and call center, and the storage unit A program execution unit for executing a program to provide a stored information service, a transmission / reception unit for transmitting / receiving locations and information of a call service user and a call center, and a control unit for controlling a storage unit, a program execution unit, and a transmission / reception unit; Can be configured.

Here, the program execution unit updates the information stored in the transmission / reception program and storage unit that can transmit / receive the location and information of the call service user and call center through wired / wireless communication network to provide the desired information to the call service user and call center. It can be composed of information providing program provided, membership registration program for call service user and call center membership registration, and electronic payment program for service fee payment of call service user and call center.

In addition, the system of the present invention connects a wire / wireless communication medium or call center of a call service user to a call center portal server device, and transmits call service user information to the call center portal server device according to a request of the call center portal server device. It may be configured to further include a server device.

In the system of the present invention comprising a communication medium of a call service user and a call center and call center portal server apparatus, the call center portal service method is based on the location and information of the call service user when the communication medium of the call service user is connected to the call center portal server apparatus. Extracting the call service user, storing the extracted call service user location and information in the call center portal server device, selecting an optimal call center according to the service request of the call service user, and selecting the optimal call center location. And transmitting information, and receiving a call service completion for the call service user from the selected call center.

Here, the step of extracting the location and information of the call service user may include determining whether the connection is a wireless internet connection when the communication medium of the call service user is connected to the call center portal server device, and if the connection is wireless internet, Extracting a telephone number using a WAP user agent field (UAF) of a service user, requesting a location and information of a call service user from a wireless carrier, and requesting a call service user from a wireless carrier The process of receiving location and information is carried out.

If the connection is not the wireless Internet, it is determined whether the connection is the wired internet, and if the determination result is the wired internet, the call service user receives the location and information of the call service user.

If the connection is not the wired Internet, determining whether the connection is a wired or wireless telephone, and if the determination is a wired or wireless telephone, provide a call message to the call service user and use caller ID (CID). Extracting the telephone number of the call service user; requesting the location and information of the call service user from the wire carrier or the mobile telephone operator; and obtaining the location and information of the call service user requested from the carrier of the wire or wireless telephone. Proceed to the receiving step.

Here, after extracting the telephone number of the call service user, or transmitting the location and information of the call service user to the selected optimal call center, the result of the call is transmitted to the communication medium of the call service user and the connection is terminated. Can be.

In the step of selecting an optimal call center, the optimal call center selection includes at least one of a first method of searching call center information stored in a call center portal server apparatus and a second method of searching information stored in each call center server apparatus in real time. Method can be used.

In addition, information on whether the call service is completed from the selected call center may be received in real time or in a batch form.

Other objects, features and advantages of the present invention will become apparent from the following detailed description of embodiments taken in conjunction with the accompanying drawings.

Referring to the accompanying drawings, preferred embodiments of the present invention having the features as described above are as follows.

1 is a view showing a call center portal service system according to the present invention.

As shown in FIG. 1, the present invention provides a call service to a call service user by using the location and information of the call service user provided from the call / service wireless communication medium 10 and the call center portal server apparatus 12 of the call service user. It consists of a large number of call centers 11, call center portal server device 12 for selecting the optimal call center to provide a call service user and providing information about it.

Although not shown in FIG. 1, the wire / wireless communication medium 10 or the call center 11 of the call service user is connected to the call center portal server device 12, and at the request of the call center portal server device 12. Accordingly, the service provider may further include a telecommunication company server device for transmitting the user information to the call center portal server device 12.

Here, the wire / wireless communication medium 10 of the call service user may be one of a wired / wireless telephone, a computer capable of wired or wireless communication, a wireless application protocol phone (WAP phone), and personal digital assistants (PDAs).

In addition, the plurality of call centers 11 may be located in at least one of a country, a province, a city, a county, a city, a town, a town, a town, and the like.

In the present invention, as shown in FIG. 1, as an embodiment, only call centers 11 located in Dowa City are integrated.

In addition, each call center 11 requests a service of a call service user using a short message service (SMS), an automatic vehicle location (AVL), a trunked radio system (TRS), a mobile data terminal (MDT), and a wireless device for voice. A call service agent corresponding to the call service user may be provided.

The call service provided by the call center 11 may be any one of a vehicle call service, a courier service, and an assistant service.

On the other hand, the call center portal server device 12 stores the location and information of the call service user and call center 11 received through the wired / wireless communication network, and selects the optimal call center 11 according to the service request of the call service user. By providing the information of the call center 11 to the call service user, and serves to provide the location and information of the call service user to the selected call center (11).

The call center portal server apparatus 12 includes a control unit 20, a storage unit 21, a transmitter / receiver unit 22, and a program execution unit 23.

Here, the storage unit 21 stores the location and information of the call service user and the call center 11 received from the wired / wireless communication medium 10, and the service usage history and charge of the call service user and the call center 11. Save it.

Then, the program execution unit 23 executes the program to provide the information service stored in the storage unit 21.

Here, the program execution unit 23 updates the information stored in the transmission / reception program and the storage unit 21 which can transmit / receive the location and information of the call service user and the call center 11 through wired / wireless communication networks from time to time. Information providing program that provides the desired information to the call service user and the call center 11, a membership program for the membership of the call service user and the call center 11, for the service fee payment of the call service user and the call center 11 It consists of an electronic payment program.

In some cases, it may be further configured by developing a program that can provide information required by call service users.

In addition, the transmitter / receiver 22 transmits / receives the location and information of the call service user and call center 11, and the controller 20 stores the storage 21, the program execution unit 23, and the transmitter / receiver 22. ) To control the system as a whole.

As such, the call center portal service method using the system according to the present invention is as follows.

2 is a flowchart of databaseing call center information for a call center portal service according to the present invention.

In order to provide the call center portal service of the present invention, as shown in FIG. 2, first, a plurality of call center operators and call center portal operators located in each region are on-line or off-line ( off-line alliance business by accepting the terms and conditions (S1).

Subsequently, each call center fills out an on-line or off-line membership registration form according to the registration form provided by the call center portal (S2).

Then, the call center portal determines whether the input information of the call center that created the member registration form is valid, and if the input information is valid, the call center portal stores the input information in the storage unit of the call center portal server device, and transmits whether to approve membership registration to the call center. )

The input information stored in the storage unit may be a name, address, phone number, business range, number of vehicles, type of vehicle, call center server IP, and the like.

3 to 10 are flowcharts illustrating a call center portal service method according to embodiments of the present invention.

3 is a flowchart for providing a call center portal service synchronously using the wireless Internet, and FIG. 4 is a flowchart for providing a call center portal service asynchronously using the wireless Internet.

First, in the synchronous manner, as shown in FIG. 3, the call service user accesses the WAP page of the call center portal using a WAP phone, which is one of communication media (S11).

Here, the call service user may access by using a shortcut key, WIC (Wireless Internet Nunmbers for Contents), a Uniform Resource Locator (URL), a Short Message Service (SMS) URL push, or the like.

Subsequently, the call center portal server apparatus determines whether the connection of the call service user is the wireless Internet, and if the result of the determination is that the connection is the wireless Internet, the call center portal server apparatus extracts a telephone number using the WAP UAF (User Agent Field) of the call service user. )

Then, the call center portal server apparatus requests the location and information of the call service user to the mobile communication company of the wireless Internet (S13), and then receives the location and information of the requested call service user from the mobile communication company of the wireless Internet (S14).

Subsequently, the location and information of the received call service user are stored in a storage unit of the call center portal server device, and an optimal call center is selected according to the service request of the call service user.

Here, the optimal call center selection may search the call center information stored in the call center portal server device or search the information stored in each call center server device in real time, or both search methods may be used.

The call center portal server device transmits the location and information of the call service user to the selected optimal call center (S15).

Subsequently, the call center portal server apparatus transmits the result page to the WAP phone of the call service user, and terminates the internet connection.

Here, if necessary, call center information such as a selected call center telephone number may be sent together with the result page.

Next, the call center checks the detailed position and the like by calling the call service user through a counselor based on the location and information of the received call service user.

For example, when the service request of the call service user is a vehicle call service, the call center quickly allocates the most suitable vehicle and provides the call service user to the call service user.

In this case, the call center may use a short message service (SMS), an automatic vehicle location (AVL), a trunked radio system (TRS), a mobile data terminal (MDT), a voice radio device, or the like when the vehicle is dispatched.

Finally, the call center transmits the completion of the call service for the call service user to the call center portal server device (S19).

Here, whether the call center is completed or not may be transmitted to the call center portal server device in real time or in a batch form.

On the other hand, in the case of asynchronous in FIG. 4, after the call service user accesses the WAP page of the call center portal using the WAP phone (S21), the call service user transmits a guide page to the WAP phone of the call service user and terminates the Internet connection. The procedure is the same as that of FIG. 3 except for S22.

Therefore, detailed description is omitted.

5 is a flowchart for providing a call center portal service synchronously using the wired Internet, and FIG. 6 is a flowchart for providing a call center portal service asynchronously using the wired Internet.

First, in the synchronous manner, as shown in Fig. 5, the call service user accesses the site (SITE) of the call center portal using a computer. (S31)

Subsequently, the call center portal server apparatus determines whether the connection of the call service user is the wired Internet, and if the result of the determination is that the connection is the wired Internet, the call center portal server apparatus provides a call service request input window to the call service user.

The call service user inputs information such as the telephone number, call location, service type, destination, number of vehicles, time, and model of the call service user in an input window provided by the call center portal (S32).

Next, the location and various information of the call service user input from the call service user are stored in the storage unit of the call center portal server device, and the optimal call center is selected according to the service request of the call service user.

Here, the optimal call center selection may search the call center information stored in the call center portal server device or search the information stored in each call center server device in real time, or both search methods may be used.

The call center portal server device transmits the location and information of the call service user to the selected optimal call center (S33).

Subsequently, the call center portal server apparatus transmits the result page to the computer of the call service user.

Here, if necessary, call center information such as a selected call center telephone number may be sent together with the result page.

Next, the call center checks the detailed location and the like by calling the call service user through a counselor based on the location and information of the received call service user.

For example, when the service request of the call service user is a vehicle call service, the call center quickly allocates the most suitable vehicle and provides the call service user to the call service user (S36).

In this case, the call center may use a short message service (SMS), an automatic vehicle location (AVL), a trunked radio system (TRS), a mobile data terminal (MDT), a voice radio device, or the like when the vehicle is dispatched.

Finally, the call center transmits the completion of the call service for the call service user to the call center portal server device (S37).

Here, whether the call center is completed or not may be transmitted to the call center portal server device in real time or in a batch form.

On the other hand, in the asynchronous case of FIG. 6, after receiving the location and information from the call service user (S42), except for transmitting the reception guide page to the computer of the call service user (S43), the synchronous type of FIG. Since the order is the same, detailed description is omitted.

7 is a flowchart for providing a call center portal service synchronously using a wireless telephone, and FIG. 8 is a flowchart for providing a call center portal service asynchronously using a wireless telephone.

First, in the synchronous manner, as shown in FIG. 7, the call service user connects the telephone to the representative number of the call center portal using a wireless telephone, which is one of communication media (S51).

Subsequently, the call center portal server apparatus determines whether the connection of the call service user is a wireless telephone, and if the result of the determination is that the connection is a wireless telephone, the call center portal server apparatus provides the announcement to the call service user and uses the caller ID (CID) to provide the call service. Extract the user's phone number (S52).

Here, the announcement provided to the call service user is provided by using an automatic response system (ARS) or a computer and telephony integration (CTI).

Then, the call center portal server apparatus requests the location and information of the call service user to the mobile communication company of the wireless telephone (S53), and then receives the location and information of the requested call service user from the mobile communication carrier of the wireless telephone (S54).

Subsequently, the location and information of the received call service user are stored in a storage unit of the call center portal server device, and the optimal call center is selected according to the service request of the call service user.

Here, the optimal call center selection may search the call center information stored in the call center portal server device or search the information stored in each call center server device in real time, or both search methods may be used.

In addition, the call center portal server device transmits the location and information of the call service user to the selected optimal call center.

Subsequently, the call center portal server apparatus transmits the result announcement to the wireless telephone of the call service user and terminates the telephone connection.

Subsequent processes are the same as in FIG. 3, and thus a detailed description thereof is omitted.

On the other hand, in the asynchronous case of Figure 8 after the step of extracting the telephone number using the caller ID display of the call service user (S62), sending the result announcement to the communication medium of the call service user to terminate the telephone connection Except for (S63), since the procedure is the same as in the synchronous form of Fig. 7, detailed description thereof will be omitted.

9 is a flowchart for providing a call center portal service synchronously using a wired telephone, and FIG. 10 is a flowchart for providing a call center portal service asynchronously using a wired telephone.

First, in the synchronous manner, as shown in FIG. 9, the call service user connects the telephone to the representative number of the call center portal using a wired telephone, which is one of communication media (S71).

Subsequently, the call center portal server apparatus determines whether the connection of the call service user is a wired telephone. If the determination result is that the connection is a landline telephone, the call center portal server apparatus provides a guidement to the call service user and uses the caller ID (CID) to call the call service. Extract the user's phone number (S72).

Here, the announcement provided to the call service user is provided by using an automatic response system (ARS) or a computer and telephony integration (CTI).

Then, the call center portal server apparatus requests the location and information of the call service user to the carrier of the landline telephone (S73), and then receives the location and information of the requested call service user from the carrier of the landline telephone.

Subsequent processes are the same as in FIG. 7, so a detailed description thereof will be omitted.

On the other hand, in the asynchronous case of Figure 10 after the step of extracting the telephone number using the caller ID display of the call service user (S82), sending the result announcement to the communication medium of the call service user to terminate the telephone connection Except for S83, the procedure is the same as that of FIG. 9, and detailed description thereof will be omitted.

Call center portal service system and method according to the present invention has the following effects.

In terms of call service users, first, call service users can easily receive call services by accessing the call center portal without remembering and storing call center telephone numbers in each country. Second, wired / wireless telephone and wireless / wireless Since the service can be called through the Internet and can be used anytime and anywhere, it can have the scalability of using the call service. Third, select the call center in the geographically closest region to the call service user to provide the fastest call service such as a vehicle. Fourth, the nationwide call service is possible, so that the current regional limitations can be overcome.

In addition, in the call center aspect, the call center may be provided with the joint marketing and synergy through the call center portal system of the present invention.

In general terms, since the call service user can call the nearest vehicle anywhere in the country, the reduction of the road driving of the tolerant vehicle reduces the traffic volume, the fuel cost reduction effect and the speed of the road driving. It is expected to be imported.

This is expected to contribute to solving the national traffic problem.

Those skilled in the art will appreciate that various changes and modifications can be made without departing from the technical spirit of the present invention.

Therefore, the technical scope of the present invention should not be limited to the contents described in the embodiments, but should be defined by the claims.

1 illustrates a call center portal service system according to the present invention.

2 is a flowchart for databaseing call center information for a call center portal service according to the present invention.

3 to 10 are flowcharts illustrating a call center portal service method according to embodiments of the present invention.

Explanation of symbols for main parts of the drawings

10: wired / wireless communication medium 11: call center

12: Call center portal server device

20: control unit 21: storage unit

22: transmitting / receiving unit 23: program executing unit

Claims (20)

Wired / wireless communication media of call service users; A plurality of call centers providing a call service to the call service user by using the location and information of the call service user received through a wired / wireless communication network; Stores the location and information of the call service user and the call center received through the wired / wireless communication network, selects an optimal call center according to the service request of the call service user, and provides the call service user with information of the call center. And a call center portal server device configured to provide a location and information of the call service user to the selected call center. The call center of claim 1, wherein the wired / wireless communication medium is any one of a wired / wireless telephone, a computer capable of wired or wireless communication, a wireless application protocol phone (WAP phone), and personal digital assistants (PDAs). Portal Service System. The call center portal service system of claim 1, wherein the call centers are located in at least one of a country, a province, a city, a county, a city, a town, a town, a town, a town. The call center of claim 1, wherein the call center comprises at least one of a short message service (SMS), an automatic vehicle location (AVL), a trunked radio system (TRS), a mobile data terminal (MDT), and a voice radio. A call center portal service system, comprising: providing a call service agent corresponding to a service request of a service user to the call service user. The call center portal service system of claim 1, wherein the call service provided by the call center is any one of a vehicle call service, a courier service, and an assistant service. According to claim 1, wherein the call center portal server device A storage unit for storing the location and information of the call service user and the call center received from the wired / wireless communication medium, and storing the service usage history and the usage fee of the call service user and the call center; A program execution unit executing a program to provide an information service stored in the storage unit; A transmission / reception unit for transmitting / receiving the location and information of the call service user and the call center; And, Call center portal service system, characterized in that it comprises a control unit for controlling the storage unit, the program execution unit and the transmission / reception unit. The method of claim 6, wherein the program execution unit Information for the call service user and the call center by frequently updating the information stored in the storage unit, a transmission / reception program capable of transmitting and receiving the location and information of the call service user and the call center through the wired / wireless communication network. Information center providing a service, a member registration program for membership of the call service user and the call center, a call center portal service system, characterized in that consisting of an electronic payment program for payment of service fees of the call service user and the call center . The call center portal server apparatus of claim 1, wherein the wired / wireless communication medium of the call service user or the call center is connected to the call center portal server apparatus, and the call service user information is transmitted to the call center portal server apparatus according to a request of the call center portal server apparatus. Call center portal service system, characterized in that further comprises a telecommunication company server device for transmitting to. In a call center portal service method of a system comprising a communication medium of a call service user and a call center and a call center portal server apparatus, Extracting, when the communication medium of the call service user is connected to the call center portal server device, the location and information of the call service user; Storing the extracted location and information of the call service user in the call center portal server device and selecting an optimal call center according to a service request of the call service user; Transmitting the location and information of the call service user to the selected optimal call center; And, Call center portal service method comprising the step of receiving whether or not the completion of the call service for the call service user from the selected call center. 10. The method of claim 9, wherein extracting the location and information of the call service user, If the communication medium of the call service user is connected to the call center portal server device, determining whether the connection is wireless Internet; If it is determined that the connection is wireless Internet, extracting a telephone number using a WAP user agent field (UAF) of the call service user; Requesting a location and information of the call service user to a carrier of the wireless Internet; Call center portal service method comprising the step of receiving the location and information of the requested call service user from the carrier of the wireless Internet. The method of claim 10, further comprising, before the step of extracting the telephone number using the WAP UAF of the call service user, transmitting a guide page to the communication medium of the call service user and terminating the connection. Call center portal service method. 12. The method of claim 10, further comprising: determining if the connection is a wired internet if the connection is not a wireless internet connection; And if the connection is a wired Internet, receiving the call service user's location and information from the call service user. The call center of claim 12, further comprising, after receiving the location and information of the call service user from the call service user, transmitting a guide page to a communication medium of the call service user. Portal Service Method. 13. The method of claim 12, further comprising: determining if the connection is a wired or wireless telephone if the connection is not wired internet; If it is determined that the connection is a wired or wireless telephone, providing a announcement to the call service user and extracting a telephone number of the call service user using a caller ID; Requesting a location and information of the call service user to a carrier of the wired or wireless telephone; And receiving the location and information of the requested call service user from the carrier of the wired or wireless telephone. 15. The method of claim 14, further comprising, after the step of extracting the telephone number using the caller ID indication of the call service user, transmitting the result announcement to the communication medium of the call service user and terminating the telephone connection. Call center portal service method, characterized in that made. 15. The method of claim 14, wherein the announcement provided to the call service user is provided using an automatic response system (ARS) or a computer and telephony integration (CTI). The method of claim 9, wherein in the selecting of the optimal call center, the optimal call center selection is a first method of searching call center information stored in the call center portal server apparatus, and searching the information stored in each call center server apparatus in real time. Call center portal service method, characterized in that using at least one of the second method. 10. The method according to claim 9, wherein after the step of transmitting the location and information of the call service user to the selected optimal call center, a result page or result announcement is transmitted to a communication medium of the call service user, and an Internet connection or a telephone Call center portal service method characterized in that it further comprises the step of terminating the connection. 19. The method of claim 18, wherein the announcement provided to the call service user is provided using an automatic response system (ARS) or a computer and telephony integration (CTI). 10. The method of claim 9, In the step of receiving a call service completion for the call service user from the selected call center, The information on whether the call service is completed is a call center portal service method, characterized in that received in real time or batch (batch) form.