WO1997005733A1 - Systeme multimedia de telegestion - Google Patents

Systeme multimedia de telegestion Download PDF

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Publication number
WO1997005733A1
WO1997005733A1 PCT/ES1995/000157 ES9500157W WO9705733A1 WO 1997005733 A1 WO1997005733 A1 WO 1997005733A1 ES 9500157 W ES9500157 W ES 9500157W WO 9705733 A1 WO9705733 A1 WO 9705733A1
Authority
WO
WIPO (PCT)
Prior art keywords
call
computer
multimedia
cabin
equipment
Prior art date
Application number
PCT/ES1995/000157
Other languages
English (en)
Spanish (es)
Inventor
Miguel Solans Cortina
Original Assignee
Consultoria Y Direccion, S.L.
Alcatel Ibertel, S.A.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Consultoria Y Direccion, S.L., Alcatel Ibertel, S.A. filed Critical Consultoria Y Direccion, S.L.
Priority to AU43481/96A priority Critical patent/AU4348196A/en
Publication of WO1997005733A1 publication Critical patent/WO1997005733A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • the present invention refers to a multimedia remote management system whose purpose is to offer a tool for personalized attention at a distance, preferably aimed at the distribution and sale of products and services , as well as to the strengthening of the information capacity of companies and public administrations; allowing to develop and complete transactions at a distance through a service that is given from a central unit or logistics center to numerous points of information and sale constituted by kiosks or cabins scattered and remote from each other.
  • the invention novelly combines computer equipment of multimedia computers with advanced telecommunication systems, with call attention and distribution technologies and with special development and design specific programs.
  • the invention will allow to suppress or reduce in a very remarkable way the commercial personnel in a sales or information network without reducing the efficiency or creating traumas to the user since, although this will establish the communication with the commercial that attends him through a video-conference High resolution, you will not need to have any special knowledge or skill and will do so in a comfortable and relaxed environment.
  • the invention solves the problem of specialization since, within the centralized group of commercials there may be people specialized in different products and the client will establish communication directly with the expert.
  • the booths include a printer, a scaner or similar for reading signatures and documents and an ATM capable of receiving cash payments, although the last two mentioned equipment will be optional.
  • the invention will complement or replace current sales and / or information networks, reducing the cost of providing the service extraordinarily while improving its efficiency and customer service, which may be accessed.
  • At the service a number of hours much higher than normal business hours and be attended by true experts at all times.
  • Multimedia computers are known, which are currently in full development and that combine image and sound systems with computer systems.
  • Current technology also combines computing with telecommunications, allowing several personal computers to connect to each other through networks and remotely process data, and more recently images and sounds.
  • the video-conference is usually established point to point, or between a central point and several points in separate locations (conference call), and can be completed with the transmission of documents by means of printers or by reading documents via scanner.
  • the video-conference has been presented as a generic auxiliary tool to support administrative, training or design tasks in companies or public bodies. Its economic justification derives mainly from the reduction in the number of staff trips. The progressive expansion of the digital network of integrated services and the reduction of user fees will lead to the birth of applications derived from videoconferencing.
  • video conferencing as such does not serve as a commercial tool for the distribution of services to the general public and is difficult for non-professionals to use.
  • multimedia computers have also been used as a tool, more or less autonomous, to support certain jobs.
  • the telecommunications component does not exist, and the user is normally expected to be a professional capable of operating the computer through conventional controls, such as keyboard, mouse, etc., which are inappropriate for the general public.
  • ISDN Digital Network lines of Integrated Services
  • the video-conference is the technology that has more in common with the present invention, which can be considered as a system that It uses video conferencing techniques, combining them with multimedia computing and the technology of call centers to create a powerful commercial tool that, through personalized remote attention, allows sales to close.
  • installers and manufacturers have been unable to present practical, real applications and reliable apart from the video-conference, and they have also undervalued the profitability component in their presentations to customers. Finally, they have not been able to adequately inform potential clients of the significant cost reductions that are foreseen for the immediate future in equipment and telecommunications.
  • the invention consists of a multimedia remote management system that combines video-conferencing technologies, multimedia computing, remote transmission of documents and data, and call centers ; all this to create a powerful tool for the sale and distribution of services, and to provide distance information.
  • This system works from a computer point of view in real time.
  • All the components of the application are grouped in a logistics or operational center, normally located in a building of the central services of the company that operates the system, and in a series of "cabins” or “virtual kiosks” physically located at different points which can be offices, agencies or stores of the company itself, hallways of public buildings or even in the streets themselves. These booths are the points where the user is presented and constitute in themselves the point of sale or information, while in the logistics center the operators or commercials in charge of the service are located and, from it, they attend audio-visual in real time to the users located in the cabins.
  • Each operator from the logistics center, can attend a number of cabins throughout their work day, the exact amount of which depends on the type of service being sold or the information to be provided. Calls originate in the booths or Kiosks and are served in the logistics center using a distributor system that assigns each call to one of the operators following different criteria (the first one that is free, specialization by subject, etc.).
  • Telecommunications technology which allows communication between booths and logistics center, is in full evolution: at this time the system would use the switched telephone network (RTC) and the integrated services digital network (ISDN) of the Telephone Company which is the Only available network of this type. In the near future we think there will be other usable networks in the market and a wireless connection (for example via satellite) is not disposable.
  • the software necessary to activate the system will be hosted partly on the computers that each of the booths will be equipped with, and partly on the multimedia computers of the logistics center, which, in turn, will be connected to the company's central computer which uses the system, either only for the purpose of capturing data screens and transferring or displaying them in the monitors of the cabins or with a greater degree of integration, although the latter is optional.
  • the system is primarily designed for personal remote attention (person-to-person communication), it also allows the display of the data or documents that the operator decides to send from the logistics center.
  • the booths incorporate the "information kiosk" functionality through the files and programs housed in the computer that the booth or kiosk itself is equipped with.
  • the cabins are equipped with very simple operating equipment, so that the user does not need to handle conventional keyboards, mice or other professional computer peripherals that are replaced in the face of public by a simple keypad of the type used in ATMs.
  • these cabins have privacy, comfort and efficiency characteristics that, together with their simplicity of operation, allow them to overcome the initial refusal to "talk to machines" that many possible users may have.
  • the invention is a product perfectly finished and defined in its details, but flexible in terms of configurations, which makes it customizable and allows its adaptation to the specific problem and the use that each potential client wishes to give it.
  • the design of the cabins is based on simplicity, functionality, comfort and economy. With regard to simplicity and functionality, the user does not face complicated controls, "mice” etc., but a simple keypad. In addition, they are not offered more options than those that are strictly necessary to achieve the objectives of the specific application that the operator wishes to give to the invention.
  • the system is started in each cabin by means of a presence detector that is activated in several ways: when the user occupies an armchair located in front of the corresponding screen, when accessing the cabin enclosure, etc. It can also be started manually.
  • buttons to be used by the user are alphabetic or numerical but very simple and activatable by touch, thus avoiding mechanical push-buttons. These keypads will be centered with respect to the user.
  • the application It tells the user, through pre-recorded videos, how to act.
  • the functionality of the cabin extends to facilitate the service of attention to it, so that the different equipment incorporated are easily accessible for the purpose of repairs, maintenance, etc.
  • the public can establish communication in different languages.
  • the comfort is shown by the construction of the cabin and the chair to be occupied by the user.
  • the cabins are sized for one person sitting and one standing, which does not require more than 7 m 2 , although this size is variable depending on the specific needs of each case.
  • details such as the existence of a small shelf under the screen and the printer, where the user can take notes.
  • Each cabin has a directional telephone of the type of employees in video-conferencing and a conventional headset for use by users who feel more comfortable with it.
  • each cabin includes equipment that for the main applications consists of:
  • UPS uninterruptible power supply
  • the typical configuration of the cabin is open type, suitable for installation inside an office or commercial premises. If acoustics and confidentiality allow it, they lack doors and ceilings, ensuring confidentiality through adequate screens and also avoiding claustrophobia.
  • exterior-type cabins are planned for hallways, large surfaces or outdoors, in which case they are normally provided with controlled doors. you give, almost always, by means of a magnetic card, as well as a ceiling, forming a more compact unit.
  • the furniture will not be standardized but, in general, it will consist of one or more table furniture divided into cells where the different operators will be accommodated. It is important to take care that the bottom wall on which the operator image is projected provides adequate contrast.
  • Each cell includes a screen of a multimedia PC, in which the image of the client appears only in a corner, since the operator just has to see the general expression of the client, thus allowing the data to occupy almost the entire screen.
  • each operator position has: - A multimedia computer with the possibility of direct or indirect connection to the central computer of the operating company. - Directional microphone, speakers and headphone. - Video camera focused on the operator. - ACD, and / or communications server for the distribution of incoming calls.
  • the operating software constitutes the heart of the system, since it is what allows it to function.
  • the operating software resides on the different computers and constitutes the most essential, critical and distinctive component of the system.
  • the application software is specific to each client and is the one that provides the data and produces the information that he wishes to transmit to the user through the system.
  • This application software may reside in:
  • a server located in the logistics center and operating in a local network with connection to the central computer.
  • the operating and application software are interrelated through the appropriate interfaces, since it is operated in a multimedia environment. So, for example, the The user is able to simultaneously and / or successively visualize on his screen the operator's image, the client's computer data captured by the operator or still or moving images from an optical disk.
  • the degree of integration between system software and customer computing is variable depending on the wishes of the latter.
  • the operating software allows you to exclusively capture screens from the computer connected to the client's computer and display them on the monitors equipped with the cabins.
  • the system incorporates specific programs for measurements and control of the system itself, security and alarms.
  • connection and telecommunication lines most system applications require the use of ISDN or similar networks and only the simplest configurations that are reduced to local information kiosks could be autonomous.
  • An essential feature of the system that is patented, and that characterizes it, distinguishing it from any video-conferencing application, is that an incoming call in the operating center, coming from any cabin, is answered by the first center operator that is available (multipurpose opadores) or by any operator among those of a specialized group (specialists). It also allows you to transfer calls from one operator to another (pass the call to a specialist). However, other configurations for the attention and distribution of communications with the cabins are not ruled out.
  • the operating software that characterizes the system is essential to achieve, with ISDN the same level of performance that an ACD provides with conventional telephone lines. Through this, the system works in ISDN in a similar way to a call center with conventional telephone lines.
  • the operating software manages the telecommunications network illustrated in this document under the heading "description of an embodiment of the invention” and, through a series of digitized videos, guides and informs the user through the process (welcome, options, busy line etc, etc.).
  • its software incorporates the ability to identify and measure when desired all those parameters that allow to evaluate the operation and can be used as tools for updating and maintaining operating systems as well as to make decisions about applications.
  • peripheral equipment printer, scaners, presence detector, etc.
  • - Detect failures in the remote update of the information. - Detect, when a call enters the operating center, if it is a retry and, therefore, the client has been waiting because his first attempt was communicating.
  • the operation of the invention for one of its applications consists of the following: In idle state the monitor will show a
  • the operator will send the information or contract, as appropriate, by printer and collect the client's signature by scanner or document camera when it has been established. - "Mixed”, where at certain times, the operator can display on the client's monitor, all or part of the information that appears on his own screen (for example, a payment status) or even certain "canned” information (eg a video with photos of properties for sale), the rest of the operation remains identical
  • the "canned hostess” will inform the customer of this by means of the "busy experts” message and will ask you to check the "generic information” option for a few minutes by pressing the corresponding key.
  • the client will only wait for one of the successive automatic re-calls of the system to succeed while the video with general information appears on its monitor. As soon as the line is free, communication is established, said video being interrupted and the operator's image appearing on the screen, continuing the operation as described above.
  • the client decides not to wait, he may, if he wishes, leave a message on the recorder that he is equipped with the system indicating its location data and asking the operating company to contact him.
  • the "flight attendant” will also report if there is any connection anomaly ("online error").
  • the system will pass information to the operator on how long the client has been waiting, so that he can start the conversation with an apology.
  • the operator will send the document or contract with which the operation is closed to the user and, if appropriate, verify the signature he receives through the document camera.
  • FIGURES Figure 1. Represents a simplified block diagram of the telemanagement multimedia system of the present invention.
  • Figure 2. Represents a development of the block diagram of the previous figure 1 according to an example of embodiment of the invention.
  • Figure 3. Schematically represents a cabin and the block diagram of its equipment, of those used in the example of embodiment referred to in the previous figure 2.
  • Figure 4. Schematically represents the logistics center with the block diagram of its equipment of the exemplary embodiment mentioned in Figure 2. DESCRIPTION OF AN EXAMPLE OF EMBODIMENT OF THE INVENTION
  • the multimedia telemanagement system of this exemplary embodiment is intended for application to a banking entity and consists of a series of information booths 1 distributed between bank branches or other places of interest to which users They can access at any time.
  • These cabins 1 are connected to at least one logistics or operational center 2 via telecommunications networks 3.
  • the RTC Switched Telephone Network
  • the ISDN Digital Services Network
  • Integrated 5
  • networks or channels may be used provided they are capable of transmitting image, sound and data.
  • the logistics center 2 there are a plurality of cells or posts 6 with respective experts in different subjects that will attend the queries or operations carried out from the booths 1.
  • Logistics center 2 includes a communications server 7 that receives two data via RTC telephone: the booth from which the call comes and the question or type of operation. This phone call is automatically made by booth 1 as soon as the user selects the subject of the query, so he does not have to dial any number or establish active communication.
  • the query topic Upon knowing the communication server 7, the query topic directs the call to the expert or group of experts of the corresponding cells 6, informing them in addition to the number of the booth 1 from which the call comes. For this, the communication server 7 and the cells 6 are communicated through a local network 8.
  • the expert operator of a cell 6 once he knows that he has a call and the booth 1 from which he comes, makes a call via ISDN to said booth 1, which the latter answers automatically, thereby establishing audiovisual communication with the user without having to perform any operation.
  • ISDN calls may be distributed through a distributor that is specifically developed, by computer simulation or with special equipment that will appear in the future.
  • the communications server 7 and the connection to the conventional telephone line 4 of the logistics center 2 can be eliminated, but with the technology currently available, the configuration of this example is simpler and cheaper, maintaining great efficiency.
  • Each cabin 1 is an enclosure designed for great user comfort, which will be found in an armchair 9 in front of a monolithic and recordable furniture 10 that includes all the equipment.
  • Said equipment basically consists of a computer with video-conference cards 11, with keyboard and monitor 12, speakers 13, microphone 14 and video camera 15, constituting a multimedia environment and a simple keypad 16 that allows the user, easily and without need of no computer or technological knowledge, go selecting the options that are offered.
  • the computer 11 has a printer 17 and a scanner or document camera 18 for reception and sending, respectively, of signatures, documents and the like.
  • the equipment of the cabin 1 includes a presence detector 19 to initialize said equipment upon detecting a user, while, once the option of the menu chosen by the user is known, the telephone call is made to the logistics center 2, of automatically through a modem 20 and with the purpose set out above.
  • a UPS continuity device (37) to avoid problems in the power supply.
  • a conventional telephone 21 has been included so that the user can make normal calls if desired or record messages, although this telephone 21 is not part of the basic equipment of the cabin 1. In this sense many other equipment can be included not contemplated in this example, such as ATMs, vending machines, etc.
  • each cabin 1 The main functions of each cabin 1 are:
  • each cell 6 will count with a basic equipment that presents a certain analogy with the equipment of cabins 1, but which also differs from it.
  • each cell 6 has an armchair 36 that will be occupied by the relevant expert operator or technician and is in front of a computer 22 with monitor 23 associated with speakers 24, a microphone 25 and a video camera 26.
  • this Computer 22 has professional peripherals 27 such as keyboard and mouse for handling the programs and operations to be performed by said operator.
  • Each computer 22 allows to switch ISDN communications to another cell 6 for the attention of another expert. For this, each computer 22 connects with those of the other cells 6 by means of a local network 8 with NETBIOS protocol to which the communication server 7 is also connected.
  • the computer 22 of each cell 6 has a printer 28 and a document camera 29 (or scanner) for receiving and sending, respectively, signatures, documents and the like; although these devices 28 and 29 can be shared by several cells 6.
  • the basic equipment of the cells 6 includes the connection through a local network with the computer science of the operating company, in this case of the banking entity, for which the operator will have the corresponding terminal computer 30 with its peripherals 31. With this, the information of this terminal 30 can be taken directly to cabin 1 or with the restrictions that are desired. It is also planned to group the functions of computers 22 and 30 into a single computer, although the configuration of the present example has the advantages of greater operational independence and greater ease of installation of the invention in any interested company. This example has included, in addition to and apart from the basic equipment, a conventional telephone 32 for the personal use of each operator.
  • the communication server 7 includes a modem 33 that receives the telephone calls from the booths 1, and a computer 34 with its corresponding peripherals 35 by means of which it assigns the calls to the corresponding cell or cells 6.
  • the operation of this communication server 7 can be fully automated, without requiring a fixed operator.
  • the main functions of communication server 7 are:
  • ACD simulator Discrimination of calls
  • the platform of operators or cells 6 have the following main functions: - Management of the incoming calls, of the queue produced by these and transfers to be made from one cell to another 6.
  • the bank will have certain information booths 1 in which the screen of its monitor 12 offers a demonstration (informative video or bank logo) when no one is using such booths 1.
  • a client wishes to consult with an expert, it will be introduced in the cabin 1, which will detect its presence by means of the presence sensor 19, or in other examples of embodiment by pressing the button 16, automatically stopping the informative video and another video appears, with a "canned hostess" who will welcome you to the service.
  • a video menu will appear with the possible consultation options that may be: consultation with an expert of a specific subject or bank-specific information.
  • the customer will select one of the available options using the 16 keypad. If the client selects an informational option, the corresponding video will be executed. If the client selects the consultation with an expert, the system will call the remote logistics center 2 via RTC, in which all the experts will be, requesting information on the subject chosen by the client. Meanwhile, a video informing about the establishment of the communication will appear in the monitor screen 12 of the cabin 1.
  • the call made by the client will reach the communications server 7 (which will have one or more modems 33), located in logistics center 2, with information on the telephone number of the calling booth 1 and the subject to be consulted.
  • the server 7 will perform ACD functions, through an internal table in which the operators (experts) of the center 2 will be related to the available topics, and will inform the corresponding operator of the request for a query.
  • the server 7 will inform the experts of the subject in question that there is a call waiting. If at any given time no operator picks it up, the system will inform the client, with a video, of the impossibility of communicating with the expert, giving him the possibility of retrying the call. Until a call has been successful (because the operator picks it up or by time-out) the RTC line will be active.
  • the operator image will appear full screen on the client monitor 12, establishing a two-way communication between the two (similar to a traditional consultation in a bank office).
  • the operator can send the client's information 17 to the client.
  • the operator can capture a screen of his bank management computer 30 and send it to the customer. In the monitor 12 of the client, this capture will appear in full screen as well as the image of the operator in a small window located in one of the corners of the monitor 12. Similarly, at the end of the consultation, the operator may send the requested information to the client printer 17.
  • the client can validate his signature by means of the document chamber 18. At the end of the transaction, the operator will say goodbye to the client and interrupt the ISDN communication, which will automatically activate the bank's informative video or logo.
  • the communications server 7 of the logistics center 2 is able to quantify parameters such as the number of accesses to the system, the connection time, the reason for the connection, and which operators and how many times They have provided their services, etc.

Abstract

Le système de l'invention comprend des cabines (1) pour les clients ou utilisateurs, lesquelles sont connectées audiovisuellement par l'intermédiaire de réseaux de télécommunications (3), à un centre logistique (2) pour des opérateurs experts de l'entreprise d'exploitation qui s'occupera et servira les clients de manière sélective et en fonction des demandes. Dans un mode préférentiel de réalisation de l'invention, chaque cabine (1), lors d'une détection d'un client, effectuera un appel téléphonique automatique via RTC (4), appel qui sera reçu par un serveur de communication (7) du centre logistique (2) pour affecter cet appel par l'intermédiaire d'un réseau local (8) à l'un des opérateurs experts de postes (6) se trouvant dans ledit centre (2). L'opérateur se chargera alors d'établir, maintenir et terminer une communication audiovisuelle via RDSI (5) avec le client de la cabine (1).
PCT/ES1995/000157 1995-07-31 1995-12-28 Systeme multimedia de telegestion WO1997005733A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU43481/96A AU4348196A (en) 1995-07-31 1995-12-28 Multimedia telemanaging system

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
ES9501547A ES2112764B1 (es) 1995-07-31 1995-07-31 Sistema multimedia de telegestion.
ESP9501547 1995-07-31

Publications (1)

Publication Number Publication Date
WO1997005733A1 true WO1997005733A1 (fr) 1997-02-13

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ID=8291231

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/ES1995/000157 WO1997005733A1 (fr) 1995-07-31 1995-12-28 Systeme multimedia de telegestion

Country Status (3)

Country Link
AU (1) AU4348196A (fr)
ES (1) ES2112764B1 (fr)
WO (1) WO1997005733A1 (fr)

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ES2112764A1 (es) 1998-04-01
ES2112764B1 (es) 1999-01-01

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