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Call center service system

A business system and call center technology, applied in the field of communications, can solve problems such as poor service quality and inability to achieve differentiated services in which region to pursue, and achieve the effect of ensuring business performance

Active Publication Date: 2008-04-30
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] The present invention is made in consideration of the above-mentioned problems, for this reason, the main purpose of the present invention is to provide a kind of implementation scheme of call center business, to solve the differentiated business and service between the areas that cannot be tracked in the prior art. poor quality problem

Method used

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Embodiment Construction

[0017] In this embodiment, a call center service system is provided, which can implement rights- and domain-separated management.

[0018] As shown in Figure 1, the call center service system according to the embodiment of the present invention includes: a global configuration database 102, which is used to store the mapping relationship between the service database and multiple areas, and the correspondence between multiple operators and multiple areas relationships, and skill segments of multiple operators; the business database 104 is configured to correspond one-to-one with the identifiers of each of the multiple areas, and is used to store automatic business data, manual business data, and reports in the area where it is located In addition, the global configuration database 102 and the business database 104 are integrated in the database module; the automatic business module (also called the automatic business module for splitting rights and domains) 106 is used for acces...

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Abstract

A calling center business system is provided, which comprises an overall configuration database adapted to store business databases, mapping relationship among a plurality of zones, corresponding relationship between a plurality of operators and the plurality of zones, and skill sections of the plurality of operators; a business database adapted to store automatic service data, manual service data and related data in report; an automatic service module adapted to provide automatic service to the accessed user by the access to the overall configuration database and based on the automatic service data in the business database in the zone where the accessed user is located, and also adapted to transfer the service to a manual service module under the condition that the accessed user need themanual service; a manual service module adapted to provide manual service to the user according to the relevant information in the business database; and a service report module adapted to generate aservice report and indentify the authorization of the operator inquiring the generated report according to the corresponding relationship between the plurality of operators and the plurality of zonesand the skill sections of the plurality of operators.

Description

technical field [0001] The present invention relates to the communication field, and in particular, relates to a call center service system. Background technique [0002] At present, the so-called "call center" refers to a comprehensive telecommunication service system established according to the principle of unified number, unified interface, unified function and unified standard, which provides users with consultation, inquiry, complaint, acceptance, and call through a single service window. and other services. [0003] However, for provinces or regions with a large amount of traffic and a lot of business to allocate a set of call center platforms, it is increasingly difficult for centralized management to meet the growing needs of users in terms of differentiated services and performance. [0004] The center call system currently used mainly has the following defects: (1) It is impossible to realize the differentiated voice service among various administrative regions; ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04L12/54
Inventor 韦薇杜学明
Owner ZTE CORP
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