CN104639773A - Interactive method of terminal and call center, terminal and ACD (Automatic Call Distribution) equipment - Google Patents

Abstract

The invention provides an interaction method between a terminal and a call center, a terminal and an ACD device. The IP address is obtained through the access number of the call center, and when the terminal detects that the user inputs the access number of the call center, the service function list is obtained and provided To the user, let the user select the required service, the terminal obtains the service data of the service required by the user and sends it to the ACD device of the call center through the IP network, so that the ACD device can know the user's service data according to the service data before connecting the call of the terminal. After the call is connected, it can directly provide services for users according to the service data, so as to improve the service efficiency of the call center.

Description

Interaction method between terminal and call center, terminal and ACD device

technical field

The invention relates to a communication technology, in particular to an interaction method between a terminal and a call center, a terminal and an ACD device.

Background technique

The call center is a comprehensive information service system, making full use of modern communication and computer technology, such as Interactive Voice Response (IVR) system, automatic call distribution system (Automatic Call Distributor), etc., combined with artificial seats, automatically and flexibly Handles a large variety of incoming and outgoing calls and services.

The call center generally has a unified access number, which can connect multiple terminal phone calls at the same time. After the terminal phone is connected, the call center provides users with various services through interactive voice response or manual answering. The basic structure diagram of the existing call center is shown in Figure 1, and its service processing flow is as follows: the terminal dials the access number of the call center, the telephone access device of the call center receives the incoming call from the terminal, and first routes the call to the IVR , trying to provide services for users through the automatic answering function; IVR answers calls and interacts with users according to the preset interaction logic, such as: playing voice menus, receiving user input through terminal keyboards, performing business operations, etc. If the user finally chooses manual service , then the IVR call is transferred to ACD; ACD selects an idle artificial seat for the user, and transfers the user call to the artificial seat; the artificial seat rings, and at the same time obtains it from the Customer Relationship Management (CRM) server according to the calling number The user's information is displayed on the monitor of the agent; the agent answers the phone, establishes a call with the user, understands the user's needs through the conversation, and uses the business server to provide services for the user. After the service is completed, both parties hang up.

In the existing call center, the IVR has too many call levels. The IVR can only know the specific needs of the user after multiple selections by the user and provide the service that the user really needs. Moreover, after the user is called to the artificial seat, the artificial seat also It is impossible to know the current specific needs of the users, and it is necessary to communicate with the users to understand the specific needs of the users, which makes the efficiency of the call center to provide services for the users not high.

Contents of the invention

The invention provides an interaction method between a terminal and a call center, a terminal and an ACD device, so as to improve the service efficiency of the call center.

The present invention provides an interaction method between a terminal and a call center, including:

The terminal obtains the service data of the service required by the user;

The terminal sends the service data and the terminal number to the automatic call distribution system (ACD) device of the call center through the first communication link;

The terminal establishes communication with the ACD device through the second communication link, so that the ACD device provides the service for the user according to the terminal number and the service data.

The present invention provides an interaction method between a terminal and a call center, including:

The automatic call distribution system ACD device of the call center receives the service data and the terminal number of the service required by the user sent by the terminal through the first communication link;

The ACD device saves the service data and the terminal number in a call information table, and sets a corresponding expiration timer for the service data in the call information table;

The ACD device establishes communication with the terminal through a second communication link, and obtains the terminal number;

The ACD device inquires in the call information table whether the expiration timer corresponding to the terminal number has expired;

If the expiration timer has not expired, the ACD device provides the service for the user according to the service data corresponding to the terminal number.

The present invention provides a terminal, including:

The obtaining module is used to obtain the service data of the service required by the user;

A sending module, configured to send the service data and the terminal number to the automatic call distribution system ACD device of the call center through the first communication link;

A communication establishment module, configured to establish communication with the ACD device through a second communication link, so that the ACD device provides services for the user according to the terminal number and the service data.

The invention provides an ACD device, comprising:

A receiving module, configured to receive the service data and terminal number of the service required by the user sent by the terminal through the first communication link;

A storage module, configured to store the service data and the terminal number in a call information table, and set a corresponding expiration timer for the service data in the call information table;

An obtaining module, configured to establish communication with the terminal through a second communication link, and obtain the terminal number;

a query module, configured to query in the call information table of the storage module whether the expiration timer corresponding to the terminal number has expired;

A processing module, configured to provide a service for the user according to the service data corresponding to the terminal number if the expiration timer has not expired.

In the interaction method between the terminal and the call center, the terminal and the ACD device of the present invention, the IP address is obtained through the access number of the call center, and when the terminal detects that the user enters the access number of the call center, the service function list is obtained and provided to the user , so that the user selects the required service, the terminal obtains the service data of the service required by the user and sends it to the ACD device of the call center through the IP network, so that the ACD device can know the service data required by the user before connecting the call of the terminal. After the call is connected, the service is directly provided to the user according to the service data, thereby improving the service efficiency of the call center.

Description of drawings

In order to more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the following will briefly introduce the drawings that need to be used in the description of the embodiments or the prior art. Obviously, the accompanying drawings in the following description These are some embodiments of the present invention. For those skilled in the art, other drawings can also be obtained according to these drawings without any creative effort.

Fig. 1 is the schematic diagram of the basic structure of call center in the prior art;

Fig. 2 is the schematic diagram of the basic structure of call center of the present invention;

FIG. 3 is a flow chart of Embodiment 1 of an interaction method between a terminal and a call center in the present invention;

FIG. 4 is a flow chart of Embodiment 2 of the interaction method between the terminal and the call center of the present invention;

FIG. 5 is a schematic structural diagram of Embodiment 1 of a terminal according to the present invention;

FIG. 6 is a schematic structural diagram of Embodiment 1 of the ACD device of the present invention.

Detailed ways

In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

FIG. 2 is a schematic diagram of the basic structure of the call center of the present invention; FIG. 3 is a flow chart of Embodiment 1 of the interaction method between the terminal and the call center of the present invention. Referring to FIG. 2 and FIG. 3, the interaction method between the terminal and the call center provided in this embodiment may be specifically executed by the terminal. Specifically, the method provided in this embodiment may include:

Step 101, the terminal acquires service data of the service required by the user.

It should be noted that the service data of the service required by the user can be included in the user's call context information. The user's call context information is a set of data that helps the call center understand what service the user needs. The specific data contained in it is different from that of the call center. There are different ways to obtain call context information.

In this embodiment, a feasible implementation manner is that, when the terminal obtains the service data of the service required by the user, when the terminal detects that the user has entered an access number, it obtains the service data related to the access number through the first communication link. The service function list of the call center corresponding to the number; the service function list includes service functions and service data corresponding to the service functions; the terminal displays the service function list to the user; the terminal Acquiring the corresponding service data according to the service function selected by the user.

That is, when the terminal detects that the user has entered the access number, the user does not dial the number at this time, but only enters the access number. As long as the terminal detects that the terminal has entered the access number, it will immediately trigger the terminal to pass the first communication link. Such as IP network, the operation of obtaining the service function list from the call center corresponding to the access number, and displaying the service function list to the user through the display screen, the user selects the service function in the service function list, and the terminal can The selected service function obtains the corresponding service data.

Another feasible implementation manner is that a corresponding client application is preset on the terminal, and the terminal acquires corresponding service data by acquiring user operations in the client application. Specifically, the service data may be, for example: when a user uses a service client application provided by an operator, when using a certain function of the service client application, the application interface provides a button to dial a customer service number to obtain manual services, and when the user clicks the button , the client automatically collects data according to the current usage as service data, and then dials customer service calls; service data can include but not limited to the following items: the language used by the user, so that the call center can provide services in an appropriate language; Function, so that the call center can directly call to this function, or display it to the artificial agent; the current geographic location of the user, etc. Specifically, the language used by the user may be pre-set by the user, the functions currently used by the user may be known from the hierarchical interface of the client application where the user is currently located, and the current geographic location of the user may be obtained from the Global Positioning System (GPS) of the terminal. GPS) acquisition.

Step 102, the terminal sends the service data and the terminal number to the ACD device of the call center through the first communication link.

It should be noted that, in order to distinguish the ACD device in this embodiment from the ACD device in the prior art, the ACD device in this embodiment is shown as "enhanced ACD" in FIG. 2 .

Specifically, the first communication link can be an IP network, and the terminal obtains the IP address of the ACD device from the yellow pages server according to the access number of the call center; the terminal connects to the ACD device through the first communication link, and sends the service data and the terminal number Send to ACD device. Wherein, the yellow page server maintains a call center address table, including the call center access number and the call center IP address, so that the terminal can query the corresponding IP address according to the call center access number.

Step 103, the terminal establishes communication with the ACD device through the second communication link, so that the ACD device provides services for the user according to the terminal number and service data.

The second communication link is a telephone link, and the terminal establishes communication with the ACD device of the call center by dialing the access number of the call center.

In the technical solution of this embodiment, the service data of the service required by the user is obtained through the terminal; and the service data and the terminal number are sent to the ACD device of the call center through the first communication link; then the terminal communicates with the ACD device through the second communication link Communication is established so that the ACD device provides services to users according to the terminal number and service data, thereby improving the service efficiency of the call center.

FIG. 2 is a schematic diagram of the basic structure of the call center of the present invention; FIG. 4 is a flow chart of Embodiment 2 of the interaction method between the terminal and the call center of the present invention. Referring to FIG. 2 and FIG. 4, the interaction method between the terminal and the call center provided by this embodiment may be specifically executed by the ACD device of the call center. Specifically, the method provided by this embodiment may include:

Step 201, the ACD device of the call center receives the service data of the service required by the user and the terminal number sent by the terminal through the first communication link.

Specifically, the first communication link is an IP network; the ACD device in the call center is the enhanced ACD in FIG. 2 .

Step 202, the ACD device saves the service data and the terminal number in the call information table, and sets a corresponding expiration timer for the service data in the call information table.

Step 203, the ACD device establishes communication with the terminal through the second communication link, and acquires the terminal number.

Specifically, the second communication link may be a telephone link.

In step 204, the ACD device inquires in the call information table whether the expiration timer corresponding to the terminal number has expired.

Step 205. If the expiration timer has not expired, the ACD device provides services for the user according to the service data corresponding to the terminal number.

In this step, the ACD device can determine the corresponding function of forwarding the call to the IVR according to the service data corresponding to the terminal number, or forward the call to an artificial seat to provide services for the user. For example, if the service data indicates that the service required by the user is to transfer the call to an artificial agent, the ACD device will transfer the user's call to the artificial agent, and the artificial agent will ring, and obtain the user's information from the CRM server according to the calling number, and display it to the Agents, after answering the call, establish a call with the user, and use the business server to provide services for the user, after the service is completed, both parties hang up; if the service data indicates that the service required by the user is a function in the IVR, then ACD The device transfers the user's call to the corresponding function of the IVR to provide services for the user.

In practical applications, if the expiration timer expires, the ACD device can transfer the user call to the first-level voice menu of the IVR, that is, the ACD device can provide services for the user through the hierarchical voice menu.

It should be noted that the technical solution provided by the present invention can be executed by the ACD device of the call center, and can also be executed by the IVR. The telephone access device will first route the user to the IVR, and the IVR will select the corresponding function for the user according to the service data; Calls are transferred to ACD only when manual service is required, and ACD maintains the original function; or a new server is added in the call center to achieve this. Query service data.

In the technical solution of this embodiment, the ACD device of the call center receives the service data and the terminal number of the service required by the user sent by the terminal through the first communication link; the service data and the terminal number are stored in the call information table, and In the information table, set the corresponding expiration timer for the service data; when the terminal dials the access number of the call center, the ACD device will know the service required by the user according to the service data, and provide the user with the service data directly after the call is connected. service, thereby improving the service efficiency of the call center.

FIG. 5 is a schematic structural diagram of Embodiment 1 of a terminal according to the present invention. As shown in FIG. 5, the terminal 10 provided in this embodiment may specifically include:

An acquisition module 11, configured to acquire service data of services required by the user;

The sending module 12 is used to send the service data and the terminal number to the ACD device of the call center through the first communication link;

The communication establishment module 13 is configured to establish communication with the ACD device through the second communication link, so that the ACD device provides services for users according to the terminal number and service data.

In one implementation, the obtaining module 11 can be specifically configured to obtain the service function list of the call center corresponding to the access number through the first communication link when it is detected that the user enters the access number; the service function list includes service functions and The service data corresponding to the service function; display the service function list to the user; obtain the corresponding service data according to the service function selected by the user.

In another implementation manner, the obtaining module 11 may be specifically configured to obtain corresponding service data according to the obtained operations of the user in the preset client application.

Specifically, the sending module 12 can specifically be used to obtain the Internet Protocol IP address of the ACD device from the yellow pages server according to the access number of the call center; connect the ACD device through the first communication link, and send the service data and the terminal number to the ACD equipment; wherein, the first communication link is an IP network; the second communication link is a telephone link.

The terminal in this embodiment can be used to execute the technical solutions of the foregoing method embodiments, and its implementation principle and technical effect are similar, and will not be repeated here.

FIG. 6 is a schematic structural diagram of Embodiment 1 of the ACD device of the present invention. As shown in FIG. 6, the ACD device 20 provided in this embodiment may specifically include:

The receiving module 21 is used to receive the service data and the terminal number of the service required by the user sent by the terminal through the first communication link;

The storage module 22 is used to save the service data and the terminal number in the call information table, and set a corresponding expiration timer for the service data in the call information table;

An acquisition module 23, configured to establish communication with the terminal through the second communication link, and acquire the terminal number;

Inquiry module 24, is used for inquiring in the call information table of storage module 22, whether expired timer corresponding with terminal number overtime;

The processing module 25 is configured to provide a service for the user according to the service data corresponding to the terminal number if the expiration timer has not expired.

The processing module 25 is also configured to provide services to the user through the hierarchical voice menu if the expiration timer expires; wherein, the first communication link is an IP network; the second communication link is a telephone link.

The ACD device of this embodiment can be used to implement the technical solutions of the foregoing method embodiments, and its implementation principle and technical effect are similar, and will not be repeated here.

In the several embodiments provided by the present invention, it should be understood that the disclosed devices and methods can be implemented in other ways. For example, the device embodiments described above are only illustrative. For example, the division of the units is only a logical function division. In actual implementation, there may be other division methods. For example, multiple units or components can be combined or May be integrated into another system, or some features may be ignored, or not implemented. In another point, the mutual coupling or direct coupling or communication connection shown or discussed may be through some interfaces, and the indirect coupling or communication connection of devices or units may be in electrical, mechanical or other forms.

The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place, or may be distributed to multiple network units. Part or all of the units can be selected according to actual needs to achieve the purpose of the solution of this embodiment.

In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, each unit may exist separately physically, or two or more units may be integrated into one unit. The above-mentioned integrated units can be implemented in the form of hardware, or in the form of hardware plus software functional units.

The above-mentioned integrated units implemented in the form of software functional units may be stored in a computer-readable storage medium. The above-mentioned software functional units are stored in a storage medium, and include several instructions to make a computer device (which may be a personal computer, server, or network device, etc.) or a processor (processor) execute the methods described in various embodiments of the present invention. partial steps. The aforementioned storage media include: U disk, mobile hard disk, read-only memory (Read-Only Memory, ROM), random access memory (Random Access Memory, RAM), magnetic disk or optical disc and other media that can store program codes. .

Those skilled in the art can clearly understand that for the convenience and brevity of description, only the division of the above-mentioned functional modules is used as an example for illustration. The internal structure of the system is divided into different functional modules to complete all or part of the functions described above. For the specific working process of the device described above, reference may be made to the corresponding process in the foregoing method embodiments, and details are not repeated here.

Finally, it should be noted that: the above embodiments are only used to illustrate the technical solutions of the present invention, rather than limiting them; although the present invention has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that: It is still possible to modify the technical solutions described in the foregoing embodiments, or perform equivalent replacements for some or all of the technical features; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the technical solutions of the various embodiments of the present invention. scope.

Claims (16)

1. an exchange method for terminal and call center, is characterized in that, comprising:

Described terminal obtains the service data of user's required service;

Described service data and described termination number are sent to the system of automatic call dispatching ACD equipment of described call center by described terminal by the first communication link;

Described terminal is set up with described ACD equipment communicated by second communication link, to make described ACD equipment according to described termination number and described service data for described user provides service.

2. method according to claim 1, is characterized in that, described terminal obtains the service data of user's required service, comprising:

When described terminal detects that user inputs access code, obtained the service function list of the described call center corresponding with described access code by described first communication link; Described service function list comprises service function and the service data corresponding with described service function;

Described service function list is shown to described user by described terminal;

The service function that described terminal is selected according to described user obtains corresponding described service data.

3. method according to claim 1, is characterized in that, described terminal obtains the service data of user's required service, comprising:

Described terminal, according to the operation of the user got in preset client application, obtains corresponding described service data.

4., according to the arbitrary described method of claim 1-3, it is characterized in that, described service data and described termination number are sent to described ACD equipment by the first communication link by described terminal, comprising:

Described terminal, according to the access code of described call center, obtains the internet protocol address of described ACD equipment from yellow pages server;

Described terminal connects described ACD equipment by described first communication link, and described service data and described termination number are sent to described ACD equipment.

5. method according to claim 4, is characterized in that, described first communication link is IP network; Described second communication link is telephone link.

6. an exchange method for terminal and call center, is characterized in that, comprising:

The system of automatic call dispatching ACD equipment of described call center receives service data and the termination number of user's required service that described terminal is sent by the first communication link;

Described service data and described termination number are kept in call information table by described ACD equipment, and in described call information table, for described service data arranges corresponding expired timer;

Described ACD equipment is communicated by second communication link establishment with described terminal, obtains described termination number;

Described ACD equipment is inquired about in described call information table, and whether the described expired timer corresponding with described termination number be overtime;

If described expired timer is not overtime, then described ACD equipment is according to the described service data corresponding with described termination number, for user provides service.

7. method according to claim 6, is characterized in that, described ACD equipment is inquired about in described call information table, and whether the described expired timer corresponding with described termination number, after time-out, also comprises:

If described expired timer expiry, then described ACD equipment by level voice menu for described user provides service.

8. the method according to claim 6 or 7, is characterized in that, described first communication link is IP network; Described second communication link is telephone link.

9. a terminal, is characterized in that, comprising:

Acquisition module, for obtaining the service data of user's required service;

Sending module, for sending to the system of automatic call dispatching ACD equipment of described call center by described service data and described termination number by the first communication link;

Communication building block, is communicated for being set up with described ACD equipment by second communication link, to make described ACD equipment according to described termination number and described service data for described user provides service.

10. terminal according to claim 9, is characterized in that, described acquisition module specifically for:

When detecting that user inputs access code, obtained the service function list of the described call center corresponding with described access code by described first communication link; Described service function list comprises service function and the service data corresponding with described service function; Described service function list is shown to described user; Corresponding described service data is obtained according to the service function that described user selects.

11. terminals according to claim 9, is characterized in that, described acquisition module, specifically for according to the operation of user in preset client application got, obtains corresponding described service data.

12., according to the arbitrary described terminal of claim 9-11, is characterized in that, described sending module specifically for:

According to the access code of described call center, obtain the internet protocol address of described ACD equipment from yellow pages server; Connect described ACD equipment by described first communication link, and described service data and described termination number are sent to described ACD equipment.

13. terminals according to claim 11, is characterized in that, described first communication link is IP network; Described second communication link is telephone link.

14. 1 kinds of system of automatic call dispatching ACD equipment, is characterized in that, comprising:

Receiver module, for receiving service data and the termination number of user's required service that described terminal is sent by the first communication link;

Memory module, for described service data and described termination number being kept in call information table, and in described call information table, for described service data arranges corresponding expired timer;

Acquisition module, for being communicated by second communication link establishment with described terminal, obtains described termination number;

Enquiry module, for inquiring about in the described call information table of described memory module, whether the described expired timer corresponding with described termination number be overtime;

Processing module, if not overtime for described expired timer, then according to the described service data corresponding with described termination number, for user provides service.

15. ACD equipment according to claim 14, is characterized in that, if described processing module is also for described expired timer expiry, then by level voice menu for described user provides service.

16. ACD equipment according to claims 14 or 15, it is characterized in that, described first communication link is IP network; Described second communication link is telephone link.