WO2014185711A1

WO2014185711A1 - Method and system for providing call center service through web

Info

Publication number: WO2014185711A1
Application number: PCT/KR2014/004332
Authority: WO
Inventors: 최병수
Original assignee: (주)네오넥스소프트
Priority date: 2013-05-15
Filing date: 2014-05-14
Publication date: 2014-11-20
Also published as: KR101366671B1

Abstract

The present invention relates to a method and a system for providing a call center service. According to a first aspect of the present invention, the method for providing the call center service performed by a data provision server comprises: a step for forming a first data communication channel with a call center server when receiving a client-dedicated webpage call request corresponding to a voice call from the call center server; a step of determining a dedicated URL for the client terminal corresponding to the voice call; a step of receiving an access request to a client-dedicated webpage from the client terminal through the dedicated URL; a step of transmitting the client-dedicated webpage to the client terminal and forming a second data communication channel for the client terminal; and a step of matching the first data communication channel with the second data communication channel and relaying a data exchange between the client terminal and the call center server.

Description

Method and system for providing call center service through web

The present invention relates to a method and system for providing a call center service, and more particularly, to a method and system for providing a call center consultation service to a customer terminal through a web page on a customer terminal that receives or sends a voice call.

Recently, automated voice guidance is provided to customers using an automatic answer, or call center services are provided to provide detailed and detailed counseling services to customers through a telephone connection with an agent.

However, these call center services were mainly provided over the telephone, so the guidance service was provided only by voice, and since the customer and the agent could not share the screen and provide the consultation, detailed and easy to understand consultation could be provided. There is no problem.

Therefore, there is a need for a technique for solving the above problems.

An embodiment of the present invention has an object to provide a method and system for providing a call center service that is easy to use, such as a consultation service using a telephone, and can be consulted by sharing the screen, such as a consultation service using a computer. .

In addition, an embodiment of the present invention by the customer receives the voice call to the call center or receives the voice call from the call center only by receiving the information related to the call center and display on the screen the customer call center data on the screen as well as the voice The present invention provides a method and system for providing a call center service.

And, an embodiment of the present invention is to provide a call center service providing method and system that allows a customer to send a voice call to the call center to share data such as the screen with the counselor while making a voice call with the counselor.

In addition, an embodiment of the present invention, without the need to install a dedicated program (or application) to check the call center data on the customer terminal on the screen, by running a web browser pre-installed on the customer terminal through the web page to the customer voice only Rather, it is to provide a call center service providing method and system that can check the call center data on the screen.

As a technical means for achieving the above technical problem, according to the first aspect of the present invention, in a call center service providing method performed in a data providing server, receiving a call request from a call center server for a customer-specific web page corresponding to a voice call Establishing a first data communication channel with the call center server; determining a dedicated URL of a customer terminal corresponding to the voice call; receiving a request for access to a customer-specific web page from the customer terminal through the dedicated URL; Transmitting the customer-specific web page to the customer terminal, forming a second data communication channel with the customer terminal, and matching the first data communication channel with the second data communication channel. And relaying data exchange between the terminal and the call center server.

According to any one of the problem solving means of the present invention described above, a method and system for providing a call center service that is simple to use, such as a consultation service using a telephone, and can share a screen and consult like a consultation service using a computer. Can provide.

In addition, according to any one of the problem solving means of the present invention, the customer receives only the voice call to the call center or receives the voice call from the call center and receives the information related to the call center and displays the information on the screen As well as providing a call center service providing method and system that can check the call center data on the screen.

And, according to any one of the problem solving means of the present invention, a method and system for providing a call center service that allows a customer to send or receive a voice call to the call center to share data such as the screen with the agent while making a voice call with the agent Can provide.

In addition, according to any one of the problem solving means of the present invention, without having to install a dedicated program (or application) for checking the call center data on the screen on the customer terminal, by running a web browser pre-installed on the customer terminal web page Through this, it is possible to provide a method and system for providing a call center service that allows a customer to check call center data on a screen as well as voice.

The effects obtainable in the present invention are not limited to the above-mentioned effects, and other effects not mentioned above may be clearly understood by those skilled in the art from the following description. will be.

1 is a schematic diagram of a call center service providing system according to an exemplary embodiment of the present invention.

2 is a block diagram showing a call center server according to an embodiment of the present invention.

3 is a block diagram illustrating a data providing server according to an exemplary embodiment of the present invention.

4 is a flowchart illustrating a call center service providing method according to an embodiment of the present invention.

5 is a flowchart illustrating a call center data display method according to an embodiment of the present invention.

6 is a flowchart illustrating a call center service providing method according to another embodiment of the present invention.

DETAILED DESCRIPTION Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art may easily implement the present invention. As those skilled in the art would realize, the described embodiments may be modified in various different ways, all without departing from the spirit or scope of the present invention. In the drawings, parts irrelevant to the description are omitted in order to clearly describe the present invention, and like reference numerals designate like parts throughout the specification.

Throughout the specification, when a part is "connected" to another part, this includes not only "directly connected" but also "electrically connected" with another element in between. . In addition, when a part is said to "include" a certain component, which means that it may further include other components, except to exclude other components unless otherwise stated.

Hereinafter, a call center data display method, a call center service providing method, and a call center service providing system according to an embodiment of the present invention will be described in detail with reference to the accompanying drawings.

FIG. 1 is a diagram illustrating a call center service providing system 100 according to an exemplary embodiment of the present invention, and FIG. 1 will be described later in more detail with reference to FIGS. 2 and 3.

2 is a block diagram showing a call center server 20 according to an embodiment of the present invention, Figure 3 is a block diagram showing a data providing server 30 according to an embodiment of the present invention.

The call center service providing system 100 according to an embodiment of the present invention may provide a call center service to the customer terminal 10 by transmitting and receiving call center data with the customer terminal 10.

Here, 'call center data' is all data related to the call center service, and contents data that can be received and displayed through a web page when received by a call center server when a customer makes a voice call with an agent or provides a guide service by voice through a customer terminal. For example, the data may be data such as text, an image or a video, or menu data for requesting input from a customer, or data transmitted to a call center server, for example, data regarding a result of a menu selection of a customer. have.

In order to transmit and receive the call center data, the call center service providing system 100 may communicate with the customer terminal 10 through the network N, and the network N may be a local area network (LAN) or a wide area network ( Wide Area Network (WAN), Value Added Network (VAN), Personal Area Area Network (PAN), Mobile Radio Communication Network, Satellite Network Public Telephone Network (PSTN), or Voip (Voice) It can be implemented with all kinds of wired / wireless networks such as voice packet network using over IP technology.

On the other hand, the customer terminal 10 is a terminal capable of voice calls and data communication and the transmission and reception of data, the call center server (PSTN), or a voice packet network using the voice over IP (Voip over IP) technology, etc. 20) may send or receive a voice call.

The customer terminal 10 may include a display unit (not shown) capable of displaying call center data provided from the call center service providing system 100. In this regard, the display unit (not shown) may be implemented as an interface through which the customer terminal 10 may interact with the customer, and may be implemented as, for example, a touch panel. The display unit may also display a web page displayed on a web browser executed on the customer terminal 10.

The customer terminal 10 may be connected to a remote server through the network N or may be connected to other terminals and servers, and may be implemented as a computer, a portable terminal, or a television capable of a voice call. Here, the computer includes, for example, a laptop, desktop, laptop, etc., which is equipped with a web browser, and the portable terminal is, for example, a wireless communication device that ensures portability and mobility. , Personal Communication System (PCS), Global System for Mobile communications (GSM), Personal Digital Cellular (PDC), Personal Handyphone System (PHS), Personal Digital Assistant (PDA), International Mobile Telecommunication (IMT) -2000, Code CDMA Division Multiple Access (2000), including all kinds of handheld based wireless communication devices such as W-Code Division Multiple Access (W-CDMA), Wireless Broadband Internet (WBRO) terminals, smart phones, etc. can do. In addition, the television may include an Internet Protocol Television (IPTV), an Internet Television (Internet Television), a terrestrial TV, a cable TV, or the like.

The call center service providing system 100 may include a call center server 20, a data providing server 30, and a web server 40. Each component of the call center service providing system 100 may communicate through a network (N).

The call center server 20 may provide an IVR (Interactive Voice Response) service in response to the voice call sent from the customer terminal 10, and delivers the voice call to an agent's terminal (not shown) of the agent, thereby providing the agent with the customer. Make a call.

In relation to the agent terminal, the voice call of the customer delivered from the call center server 20 may be connected to provide a voice call between the agent and the customer, and also receives the customer information of the customer delivered from the call center server 200 The terminal may be displayed. Here, the customer information may include voice call identification information for identifying the voice call, and the voice call identification information may be, for example, the caller number of the voice call or the IP address of the voice call. Such an agent terminal may be included in the call center server 20, or may be located outside the call center server 20 to communicate with the call center server 20, or each component performing the overall operation of the call center server 20 The call setter server 20 may be included by including an element.

The call center server 20 may include a voice call processor 210 and a data storage 220.

The voice call processor 210 may be configured to process a voice call with a customer terminal.

That is, the voice call processor 210 may receive and receive a voice call (that is, receive a voice call from a customer terminal or transmit a voice call to the customer terminal).

In addition, the voice call processor 210 may transmit a web page call request according to voice call reception to the data providing server 30.

When the voice call processor 210 performs communication with the counselor terminal according to the voice call reception, the voice call processor 210 may request the data providing server 30 to call the counseling webpage to be displayed on the counselor terminal.

Meanwhile, the data storage unit 220 may be configured to store data for providing a call center service. For example, the data storage unit 220 may store call center data including IVR scenario data according to a voice call received from the customer terminal 10. In addition, the data storage unit 220 communicates with the call center server 20 or the customer information or call center data for the consultation of the counselor terminal (or counselor terminal including the call center server 20) included in the call center server 20 Can be stored.

In addition, the data storage unit 220 may transmit the call center data to the data providing server 30. For example, the data storage unit 220 may transmit call center data including the IVR scenario data to the data providing server 30. For example, the data storage unit 220 may transmit the call center data updated through the consultation web page displayed on the counselor terminal to the data providing server 30.

On the other hand, the data providing server 30 is a user terminal corresponding to the voice call (ie, the user terminal receiving the voice call, or the user terminal corresponding to the call center data corresponding to the call center server 20 that received and received the voice call) It can be configured to provide).

The data providing server 30 may include a channel forming unit 310, a URL allocating unit 320, and a data processing unit 330.

The channel forming unit 310 may form a first data communication channel with the call center server 20 when the call center server 20 receives a request for calling a customer-specific web page corresponding to the voice call.

In addition, when the channel forming unit 310 receives a consultation web page call request corresponding to a voice call from the call center server 20, the channel forming unit 310 requests and obtains the consultation web page from the web server 40, and obtains the consultation web page from the call center server. 20 can be provided.

In addition, when the channel forming unit 310 receives a customer-specific web page connection through the web browser from the customer terminal 10, the channel forming unit 310 may form a second data communication channel with the customer terminal 10.

Meanwhile, the URL allocator 320 may determine a dedicated URL for a customer terminal for providing a call center service. Here, the dedicated URL is path information for one-to-one matching of the customer terminal 10 corresponding to the voice call to the call center server (or the counselor terminal of the call center server) that has received the voice call, and the URL assignment unit 320 is a customer. A URL dedicated to the terminal 10 may be generated and assigned to the customer terminal 10. In this regard, the customer terminal 10 can access a customer-specific web page with the dedicated URL, and receive and display call center data in consultation stages through a customer-specific web page (that is, a web page having the same URL without changing the URL). In addition, call center data may be input to receive a call center guide service.

In addition, the URL assigning unit 320 may transmit a dedicated URL to a message transmitter (not shown) so that the dedicated URL may be provided to the customer terminal 10, and the message transmitter (not shown) may include a call message including a dedicated URL. It can be generated and transmitted to the customer terminal (10). Such a message transmitter may be included in the data providing server 30, or may be located outside the data providing server 30 and implemented as, for example, a message service server (not shown) or a PUSH server (not shown). .

Meanwhile, the data processing unit 330 may be configured to relay data exchange with the customer terminal 10 and the call center server 20.

The data processor 330 may match a first data communication channel, which is a data communication channel with the call center server 20, and a second data communication channel, which is a data communication channel with the customer terminal 10, for relaying data exchange. have. In addition, the data processor 330 may synchronize the first data communication channel and the second data communication channel according to a matching result, so that data exchange with the customer terminal 10 and the call center server 20 may be performed in real time.

In this case, the data processor 330 may form a second data communication channel according to a long polling method.

That is, when the dedicated URL is in accordance with the http protocol, since the communication channel through the customer-specific web page according to the dedicated URL may not be maintained due to the characteristics of the http protocol, the data processing unit 330 may be configured according to a long-polling scheme. Two data communication channels can be established and data can be provided. According to the long-polling method, the data processing unit 330 does not transmit the call center data immediately after receiving the call center data transmission request from the customer terminal 10, but receives the update of the call center data from the call center server 20. The data may be transmitted to the customer terminal 10.

In addition, the data processing unit 330 may form a second data communication channel such that the web browser on the customer terminal and the data providing server 30 performs the web socket communication. In this regard, the WebSocket enables the bidirectional communication between the server and the browser, the browser and the browser in real time through the TCP continuously connected to the data providing server 30 and the web browser, and the header is small to minimize the waste of resources. Have

Further, the data processing unit 330 may store a table in which identification information of each of the customer terminal (or voice call) and the counselor terminal (or call center server) for which data communication is matched with each other. For example, when the customer terminal 10 is a mobile communication terminal, unlike the voice call, the first data communication channel formed between the customer terminal 10 and the data providing server 30 may be unstable. That is, for example, when the customer is located in a region where the data signal is weak, the voice call with the voice terminal of the counselor may be maintained but the data communication channel may be disconnected. In this case, when the second data communication channel with the customer terminal 10 is resumed, the data providing server 30 identifies the counselor terminal (or call center server) that the customer was consulting using the matching table and the customer terminal 10. The data communication channel may be reformed so that data communication may continuously occur between the agent and the counselor terminal.

On the other hand, the web server 40 may be configured to transmit a web page in response to a web page call request received from the data providing server 30.

The web server 40 may be a conventional web server that accepts a web connection from the call center server 20, the data providing server 30, or the client terminal 10, or a conventional mobile web server that accepts a mobile web connection. Can be implemented.

In addition, the web server 40 may be implemented as a group of server systems such as a load balancing server, a database server, including a web server.

On the other hand, the call center service providing method according to the embodiment shown in Figs. 4 to 6 is a clock in the call center service providing system 100, the call server server 20 and the data providing server 30 shown in Figs. Thermally treated steps. Therefore, even if omitted below, the above descriptions of the call center service providing system 100, the call server server 20, and the data providing server 30 shown in FIGS. 1 to 3 are shown in FIG. 4. The method may also be applied to a method for providing a call center service according to an embodiment.

That is, FIG. 4 is a flowchart illustrating a method of providing a call center service by the data providing server 30 in one embodiment of the present invention.

The customer terminal 10 may send a voice call to the call center server 20 (or receive a voice call from the call center server 20), and the call center server 20 receives the voice call and consults with a counselor terminal. You can request a web page. In other words, when the counselor conducts a consultation with the customer through the counselor terminal, the counselor may request a consultation webpage for smooth consultation with the customer.

That is, the data providing server 30 may receive a request for access to the consultation web page from the call center server 20 (S410), and request and receive a consultation web page from the web server 40 according to the request. 20 may be provided (S420). These consultation web pages enable the agent to check the customer information and facilitate the consultation with the customer (for example, by checking the contents displayed through the customer's customer web page through the consultation web page). Smooth consultation with the customer).

On the other hand, the customer terminal 10 may send a voice call to the call center server 20 (or receive a voice call from the call center server 20), and the call center server 20 may receive the voice call and thus provide a data providing server. Request to establish a data communication session with 30.

That is, the data providing server 30 may receive a request for setting a data communication channel corresponding to a voice call from the call center server 20, and the data providing server 30 establishes a first data communication channel with the call center server 20. It may be formed (S430).

In addition, the data providing server 30 may determine a dedicated URL for the customer terminal 10 for transmitting and receiving call center data with the customer terminal 10 that has sent the voice call (S440). The data providing server 30 may transmit a call message including a dedicated URL to the customer terminal 10, or the data providing server 30 may cause a message server (not shown) to send the call message to the customer terminal. (10) can be transmitted. The client terminal 10 receiving the call message may request a client-specific web page access from the client terminal through the dedicated URL, and the data providing server 20 may receive a client-specific web page access request. (S450).

The data providing server 30 may request and receive the web page from the web server 40 according to the web page access request, and transmit the received web page to the customer terminal 10. In addition, the data providing server 30 may form a second data communication channel capable of exchanging call center data with the customer terminal 10 according to the webpage access request (S460).

Thereafter, the data providing server 20 may relay data exchange between the customer terminal 10 and the call center server (or a counselor terminal of the call center server) 20 by matching the first data communication channel and the second data communication channel. Therefore, the customer terminal 10 may receive and display call center data through a customer-specific web page, and the customer-specific web page may have the same or different URL as the consultation web page.

In this case, the data providing server 20 may match the first data communication channel and the second data communication channel in various ways. For example, the first data communication channel and the second data communication channel may be determined using identification information of the customer terminal received from the call center server 20 and identification information of the customer terminal 10 received from the customer terminal 10. Can match. As another example, identification information of the call center server received from the call center server 20 (for example, identification information (for example, call center telephone number, etc.) for sending a voice call to the call center or an agent terminal identification of the call center server. A first data communication channel using information (for example, a telephone number and IP address of an agent terminal) and identification information of a call center server (or agent terminal identification information of a call center server) received from a customer terminal 10; The second data communication channel may be matched.

On the other hand, a counselor who has received a customer's voice call may need to deliver the customer's voice call to another counselor. For example, it may be necessary to deliver a call of a customer to a second counselor who can consult the customer's inquiry professionally because the customer's inquiry is not the counseling field of the first agent.

In this case, the first counselor terminal (or call center server 20) may request the data providing server 30 to deliver the counseling webpage to the second counselor terminal, and the data providing server 30 sends the first counselor terminal. Receiving a consultation web page that was being viewed through the web server 20 can be provided to the second counselor terminal.

In addition, the first counselor terminal (or call center server 20) may request the data providing server 30 to transmit the voice call of the customer to the second counselor, and for this purpose, identification information of the second counselor terminal (for example, the second agent). IP address of the data communication terminal of the counselor terminal) may be transmitted to the data providing server 300.

The data providing server 30 forms a third data communication channel with the second counselor terminal, and matches the third data communication channel with the second data communication channel to share data between the customer terminal 10 and the second counselor terminal. You can relay.

Meanwhile, as one method of relaying data exchange between the customer terminal and the call center server by matching the first data communication channel and the second data communication channel, there may be a method of transmitting and receiving updated call center data through a customer-specific web page. . For example, according to the IVR scenario, the content displayed through the customer-specific web page may be changed according to a menu input by the customer through the customer-specific web page of the customer terminal. As another method, there may be a method of transmitting and receiving updated call center data through each of the consultation web page and the customer-specific web page. For example, during an audio call between an agent and a customer, call center data that is updated through a consultation webpage (customer-specific webpage) can be provided through a customer-specific webpage (consultation webpage), or the call center server When the data is updated, the updated call center data may be provided through the consultation web page and the customer-specific web page.

Meanwhile, FIG. 5 is a flowchart illustrating a method in which a customer terminal 10 receives a call center service from a call center providing system in another embodiment of the present invention.

The customer terminal 10 may receive a voice call to the call center (S510).

And the customer terminal 10 may receive a call message from the call center service providing system 100 (S520).

The customer terminal 10 may execute a web browser based on the call message (S530).

In this case, the call message may include a dedicated URL for forming a data communication channel with the data providing server. Such a call message is implemented as a short message service (SMS) message or a multi-media message service (MMS) message based on a message service, and when a customer clicks a dedicated URL displayed in the call message, the customer terminal 10 You can run a web browser and request a customer-specific web page that connects to a dedicated URL. In addition, the call message may be implemented as a PUSH message for executing the launcher. The launcher may automatically execute a web browser for requesting a web page of a dedicated URL.

The customer terminal 10 receiving the call message and executing the web browser according to the call message may have a data communication channel with the data providing server 30 (S540).

In addition, the customer terminal 10 may receive call center data from the data providing server 30 (S550), and may display the received call center data through a web browser (S560).

That is, the customer terminal 10 may receive an ARS screen synchronized with the voice ARS according to the voice call sent to the call center server 20 through a web browser displaying a customer-specific web page. In addition, the customer terminal 10 may send a voice call to the call center server 20 and when the call is connected to the call center or waiting for an agent connection, the announcement or advertisement of the call center may be displayed through a web browser.

6 is a flowchart illustrating a method for providing a call center service to a customer terminal 10 by the call center service providing system 100 according to another embodiment of the present invention.

The customer terminal 10 may send a voice call to the call center server 20 or receive a voice call (S610).

When the call center server 20 receives or transmits a voice call, the call center server 20 may check identification information of a customer terminal (or a customer terminal receiving a voice call) that has sent the voice call (S620).

In addition, the data providing server 30 may transmit a data channel access request (S621). The data providing server 30 may form a first data communication channel with the call center server 20 (S630). In addition, the data providing server 30 notifies the web server 40 that data synchronization may be requested, and then causes the web server 40 to request the web page for accessing the second data communication channel. Processing may be performed so that synchronization between the first data communication channel and the second data communication channel is performed smoothly (S631).

Meanwhile, the data providing server 30 may generate (or assign) a unique URL unique to the customer terminal 10 to form a data communication channel with the customer terminal (S632). The dedicated URL may enable access to a customer-specific web page.

In addition, the data providing server 30 may cause the message transmitter to transmit the call message including the dedicated URL to the customer terminal 10 (S633).

Upon receiving the call message, the customer terminal 10 may execute a web browser to access a dedicated URL included in the call message (S611) and request a connection to a customer-only webpage (S612). The data providing server 30 can be provided to the customer terminal by calling the customer-specific web page (S640). Accordingly, call center data (for example, IVR scenario information or consultation web page information) received from the call center server 20 may be provided to the customer terminal 10 through the customer dedicated web page.

When the client terminal 10 requests the data providing server 30 to access the data communication channel (S613), the data providing server 30 may form a second data communication channel with the customer terminal (S634). ).

Furthermore, the data providing server 30 forms a data communication channel between the customer terminal 10 and the call center server 20 by matching the first data communication channel and the second data communication channel to the customer terminal 10 and the call center server 20. ) Can exchange data between the two (S635).

The method for providing a call center service according to the embodiments described with reference to FIGS. 4 to 6 may also be implemented in the form of a recording medium including instructions executable by a computer, such as a program module executed by a computer. Computer readable media can be any available media that can be accessed by a computer and includes both volatile and nonvolatile media, removable and non-removable media. In addition, computer readable media may include both computer storage media and communication media. Computer storage media includes both volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data. Communication media typically includes computer readable instructions, data structures, program modules, or other data in a modulated data signal such as a carrier wave, or other transmission mechanism, and includes any information delivery media.

The foregoing description of the present invention is intended for illustration, and it will be understood by those skilled in the art that the present invention may be easily modified in other specific forms without changing the technical spirit or essential features of the present invention. will be. Therefore, it should be understood that the embodiments described above are exemplary in all respects and not restrictive. For example, each component described as a single type may be implemented in a distributed manner, and similarly, components described as distributed may be implemented in a combined form.

The scope of the present invention is shown by the following claims rather than the above description, and all changes or modifications derived from the meaning and scope of the claims and their equivalents should be construed as being included in the scope of the present invention. do.

Industrial Applicability The present invention has industrial applicability for a method and system for providing a call center service that can be used as a counseling service using a telephone and can share a screen such as a counseling service using a computer.

Claims

In the call center service providing method performed in the data providing server,

Receiving a call request from a call center server for a customer-specific web page corresponding to a voice call and executing a web browser pre-installed in a customer terminal, establishing a first data communication channel with the call center server;

Determining a dedicated URL of a customer terminal corresponding to the voice call;

Receiving a request for access to a customer-specific web page without changing the URL while exchanging data from the customer terminal through the dedicated URL;

Sending the customer-specific web page to the customer terminal and establishing a second data communication channel with the customer terminal; And

Relaying a data exchange between the customer terminal and the call center server by matching the first data communication channel and the second data communication channel.

Relaying the data exchange,

The call center data requesting the input of the customer through the customer-specific web page sent to the customer terminal is received from the call center server and transmitted to the customer terminal, and in response to the transmission, the customer receives the customer from the customer terminal. And receiving input data input through a dedicated web page through the second data communication channel.
The method of claim 1,

Forming the first data communication channel,

And receiving a consultation web page call request corresponding to a voice call from the call center server, providing the consultation web page to the call center server.
The method of claim 2,

Relaying the data exchange,

And relaying an exchange of call center data through the consultation web page.
The method of claim 3, wherein

Relaying the data exchange,

Relaying an exchange of call center data through each of the consultation web page and the customer-specific web page.
The method of claim 1,

Forming the second data communication channel,

And establishing a data communication channel according to a web browser and a web socket protocol executed in the customer terminal.
The method of claim 1,

Forming the second data communication channel,

And forming a data communication channel according to a web browser executed in the customer terminal and the HTTP protocol,

Relaying the data exchange,

And relaying data exchange between the customer terminal and the call center server according to a long-polling scheme.
The method of claim 1,

Relaying the data exchange,

Receiving data request from the customer terminal through a web browser executed in the customer terminal; And

If the call center data is not received from the call center server, it does not respond to the request, and when receiving call center data from the call center server, providing the received call center data in response to the data request. How to provide call center services.
The method of claim 7, wherein

Providing the received data,

Providing the received data via the customer dedicated web page.
The method of claim 1,

Relaying the data exchange,

Matching the first data communication channel and the second data communication channel based on the identification information of the customer terminal received from the customer terminal and the identification information of the voice call received from the call center server, the client terminal and the call center server are matched. A method for providing a call center service, comprising relaying a data exchange.
The method of claim 1,

Relaying the data exchange,

The call center service providing method comprising the step of relaying call center data exchange through a customer-specific web page connected to the dedicated URL.
A computer-readable recording medium having recorded thereon a program for performing the method of claim 1.
In the call center data display method performed in the customer terminal,

Receiving a call message for a voice call corresponding to the customer terminal;

Executing a web browser corresponding to the call message and pre-installed in the customer terminal, and requesting a customer-specific web page without changing the URL while exchanging data;

Forming a data communication channel corresponding to the call message with a data providing server;

Receiving call center data for requesting input from a customer through the customer-specific web page requested by the customer terminal from the data providing server;

Displaying the received call center data through the customer-specific web page; And

In response to receiving the call center data, transmitting input data input by the customer through the customer-specific web page to the data providing server.
The method of claim 12,

The call message is a call center data display method, characterized in that the message including a dedicated URL for accessing the customer-specific web page.
The method of claim 12,

The requesting of the customer-only web page may include:

Executing a launcher that invokes a web browser to enable access to the customer-specific web page.
In the call center service providing method performed in the call center service providing system

The call center server receiving and receiving a voice call from the customer terminal;

Forming a first data communication channel with the call center server when the channel forming unit receives a customer-specific web page call request corresponding to a voice call from the call center server and executing a web browser pre-installed in the customer terminal;

Determining, by a URL allocator, a dedicated URL of a customer terminal corresponding to the voice call;

Transmitting, by a message transmitter, a call message including the dedicated URL to the customer terminal;

Providing a customer-specific web page without a change of the URL while the channel forming unit exchanges data with a customer terminal requesting access through the dedicated URL, and forming a second data communication channel with the customer terminal; And

And a data processor to match the first data communication channel and the second data communication channel to relay data exchange between the customer terminal and the call center server.

Relaying the data exchange,

The call center data requesting the input of the customer through the customer-specific web page sent to the customer terminal is received from the call center server and transmitted to the customer terminal, and in response to the transmission, the customer receives the customer from the customer terminal. And receiving input data input through a dedicated webpage through the second data communication channel.
The method of claim 15,

Relaying the data exchange,

The call center service providing method comprising the step of relaying call center data through the customer-specific web page.
As a call center service providing system for providing call center services to customer terminals,

A call center server configured to receive and receive voice calls from the customer terminal;

A URL allocation configured to determine a dedicated URL for accessing the customer-specific web page upon receiving a request for calling a customer-specific web page corresponding to a voice call from the call center server and executing a web browser pre-installed in the customer terminal. part;

A message transmitter configured to transmit a call message including the dedicated URL to the customer terminal;

Receiving a request for calling a customer-specific web page from the call center server, the first data communication channel is established with the call center server, and the customer is provided with the customer-specific web page without changing the URL while exchanging data with the customer terminal. A channel forming unit configured to form a second data communication channel with the terminal; And

And a data processing unit configured to relay data exchange between the customer terminal and the call center server by matching the first data communication channel and the second data communication channel.

In addition, the data processing unit,

Receives call center data for requesting customer input through the customer-specific web page provided to the customer terminal from the call center server and transmits it to the customer terminal, and in response to the transmission, the customer dedicates the customer to the customer terminal. And receive input data input through a web page through the second data communication channel.
The method of claim 17,

In addition, the message transmitter,

And generating the call message with the SMS message including the dedicated URL and transmitting the call message to the customer terminal.
The method of claim 17,

In addition, the message transmitter,

And generate the call message with a PUSH message capable of executing a launcher for calling a web browser that enables access to the customer-specific web page, and transmit the call message to the customer terminal.
The method of claim 17,

In addition, the data processing unit,

A call center service providing system, configured to relay call center data exchange through a customer-specific web page connected to the dedicated URL.