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WO2002005535A1 - Systeme et procede de communication permettant d'optimiser l'arrangement de contacts - Google Patents

Systeme et procede de communication permettant d'optimiser l'arrangement de contacts Download PDF

Info

Publication number
WO2002005535A1
WO2002005535A1 PCT/SE2001/001593 SE0101593W WO0205535A1 WO 2002005535 A1 WO2002005535 A1 WO 2002005535A1 SE 0101593 W SE0101593 W SE 0101593W WO 0205535 A1 WO0205535 A1 WO 0205535A1
Authority
WO
WIPO (PCT)
Prior art keywords
parties
arrangement
communication system
optimising
booking
Prior art date
Application number
PCT/SE2001/001593
Other languages
English (en)
Inventor
Gustav Mango
Original Assignee
Gustav Mango
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 Gustav Mango filed Critical Gustav Mango
Priority to AU2001271186A priority Critical patent/AU2001271186A1/en
Publication of WO2002005535A1 publication Critical patent/WO2002005535A1/fr

Links

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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2072—Schedules, e.g. personal calendars
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
    • 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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements

Definitions

  • a first aspect of the present invention relates to a communication system for optimising the arrangement of contacts via telephone and/or computer networks between at least two parties.
  • a second aspect of the present invention relates to a method for optimising the arrangement of contacts via telephone and/or computer networks between at least two parties.
  • a third aspect of the present invention relates to at least one computer software product for optimising the arrangement of contacts via telephone and/or computer networks between at least two parties.
  • a company customer who encounters problems with a product or service generally telephones to a Call centre to obtain answers to questions concerning the problem the customer is trying to solve.
  • a Call centre problems are usually divided into two groups: the first group covers problems that can be solved at the first call by any of the company's Call-centre staff, the second group covers problems that require some form of specialist competence.
  • CRM Customer Relationship Marketing
  • the greatest cause of frustration to the customer is not knowing whether specialist competence is available and how and when it will be available. Usually one is just passed around within an organisation until one gives up, resulting in an unsatisfied, frustrated customer.
  • One object of the present invention is to solve the above-mentioned problems.
  • Another object of the present invention is to achieve a flexible and user- friendly method of optimising the arrangement of contacts via telephone and/or computer networks between at least two parties.
  • the present invention provides a communication system for optimising the arrangement of contacts via telephone and/or computer networks between at least two parties.
  • the system comprises at least one booking means able to achieve booking of times for contact between the at least two parties, at least one memory unit connected to the booking means, said unit(s) storing a specific profile for each party, as well as booked contacts for each party.
  • the system also comprises at least one connection arrange- ment connected to said at least one booking means and to said at least one memory unit, which arrangement(s) automatically establish(es) a connection between the at least two parties at said booked time.
  • the advantages of this system can be divided into three groups: advantages for the calling party, for the receiving party and for operators.
  • the communication system also comprises at least one interface means connected to the connection arrangement, which interface means is connected to a switchboard.
  • this least one interface means is a TAPI or JTAPI interface.
  • the communication system also com- prises at least one SIP server connected to the connection arrangement, which server is connected to a routing device for connection to at least one telecommunication network.
  • said at least one telephone network comprises a VOIP system or a radio communication network, or a combination thereof.
  • the communication system also comprises at least one WAP routing device connected to said at least one booking means, for connection to mobile telephones.
  • the communication system also comprises at least one computer telephony device connected to said at least one booking means, for connection to telephones.
  • the communication system also comprises at least one exchange connected to said at least one booking means, for connection to computers.
  • the communication system also comprises at least one web member connected to said at least one booking means, for connection to computers.
  • the communication system also comprises at least one catalogue member connected to said at least one web member connected to at least one booking means, for storing catalogue data.
  • each booking means consists of a booking server.
  • each memory unit consists of a database.
  • a message is transmitted to the memory unit that said contact has been completed.
  • Another advantage in this context is if, when the connection established does not result in contact between the at least two parties, the calling party is noti- fied of a new call time.
  • connection can be made to a public telephone network, a VOIP system or a radio communication network.
  • a further advantage in this context is if each party has a digital calendar to which said at least one booking means has access.
  • each booking means consists of a booking server.
  • each memory unit consists of a database.
  • Another object of the present invention is to provide a method for optimising the arrangement of contacts via telephone and/or computer networks between at least two parties by means of a communication system comprising at least one booking means, at least one memory unit connected to the booking means and at least one connection arrangement connected to said at least one booking means and to said at least one memory unit. The method comprises the following steps:
  • said booking means collecting profiles and booked contacts relating to said at least two parties from the memory unit;
  • said booking means calculating the optimum duration of call for said contact; • storing the duration of call in said memory unit;
  • connection arrangement collecting call information for said at least two parties from the memory unit
  • connection arrangement automatically establishing a connection between the at least two parties.
  • connection established does not result in contact between the at least two parties, the calling party is notified of a new call time.
  • said connection can be made to a public telephone network, a VOIP system or a radio communication network.
  • a further advantage in this context is if each party has a digital calendar to which said at least one booking means has access.
  • each booking means consists of a booking server.
  • each memory unit consists of a database.
  • An additional object of the present invention is to provide at least one computer software product that can be downloaded directly into the internal memory of at least one digital computer.
  • the at least one computer software product comprises software code sections for executing the steps in accordance with the method in accordance with the present invention when said at least one product is run on said at least one computer.
  • An advantage with the computer software product(s) in accordance with the present invention is that the telephone and/or computer traffic is optimised on the basis of the information stated by the parties in profiles. This means that the number of unsuccessful "calls", such as engaged, no answer or "back later" is minimised.
  • Figure 1 shows a block diagram of a communication system for optimising the arrangement of contacts via telephone and/or computer networks between at least two parties
  • Figure 2 is a flow chart for a method for optimising the arrangement of contacts via telephone and/or computer networks between at least two parties;
  • Figure 3 shows a flow chart and time schedule for use of the present invention in conjunction with a "Call centre"
  • Figs. 4a and 4b show flow charts and time schedules for two applications of the present invention in conjunction with project work;
  • Figure 5 shows a flow chart and time schedule for an application of the present invention in conjunction with the use of mobile tele- phones
  • Figure 6 shows a flow chart and time schedule for an application of the present invention in conjunction with use of the Internet
  • Figure 7 shows a flow chart and time schedule for an application of the present invention in conjunction with a work process
  • Figure 8 shows a flow chart and time schedule for an application of the present invention in conjunction with "mass contact"
  • Figure 9 shows a schematic diagram of some computer software products in accordance with the present invention.
  • FIG. 2 shows a block diagram of a communication system 10 for optimising the arrangement of contacts via telephone and/or computer networks between at least two parties, in accordance with the present invention.
  • the communication system 10 comprises at least one booking means 12 able to achieve booking of times for contact between the at least two parties. For the sake of simplicity only one booking means 12 is shown in fig. 1.
  • the communication system 10 also comprises at least one memory unit 14 connected to the booking means 12. For the sake of simplicity only one memory unit 14 is shown in fig. 1.
  • the memory unit(s) 14 store(s) a specific profile for each party, as well as booked con- tacts for each party. These profiles include a list of the calls the parties have booked for the immediate future.
  • the profile for outgoing calls governs how calls are booked for others and the profile for incoming calls filters how other parties can book themselves in on the user's call list.
  • the communication system 10 also comprises at least one connection arrangement 16 connected to said at least one booking means 12 and to said at least one memory unit 14. For the sake of simplicity only one connection arrangement 16 is shown in fig. 1.
  • the connection arrangement 16 automatically establishes a connection between the at least two parties at said booked time.
  • the system 10 takes the parameters in the contracting parties' profiles and opti- mises the time when a contact is established so that the call has the highest possible quality as regards exchange of knowledge, etc., instead of one party not having time, for instance, or not being sufficiently prepared.
  • the system 10 automatically establishes contact between the parties at the appointed time, over the 5 telephone network, for instance.
  • the communication system 10 can also include an interface means 18 connected to the connection arrangement 16, which is connected to a switchboard 20.
  • This interface means 18 may be e.g. a TAPI interface 18 (Telephony Application Programming Interface) or a JTAPI interface 18 (Java Telephony Application Programming Interface).
  • TAPI interface 18 Telephony Application Programming Interface
  • JTAPI interface 18 Java Telephony Application Programming Interface
  • 10 10 also comprises an SIP server 22 connected to the connection arrangement 16, which server is connected to a routing device 24 for connection to at least one telecommunication network.
  • Said at least one telephone network may consist of a public telephone network 26 (PSTN-network), a VOIP system 28 or a radio communication network 30, or a combination thereof.
  • PSTN-network public telephone network 26
  • VOIP Voice over IP
  • the radio communication network 30 may be a GSM network 30.
  • the communication system 10 may also comprise a WAP routing device 32 connected to the one booking means 12, for connection to a mobile telephone 34.
  • the communication system 10 may also comprise a computer telephony 36 device connected to
  • the communication system 10 may also comprise an exchange 40 connected to the booking means 12, for connection to a computer 42.
  • the communication system 10 may also comprise a web member 44, e.g. in the form of a web server 44, connected to the booking means 12, for connection to a computer 42.
  • 10 may furthermore also comprise a catalogue member 46 for storing catalogue data.
  • the catalogue member 46 is connected to the booking means 12, the memory unit 14 and the web member 44.
  • each booking means 12 consists of a booking server 12.
  • each memory unit 14 consists of a database 14.
  • Figure 2 shows a flow chart for a method for optimising the arrangement of contacts via telephone and/or computer networks between at least two parties in accordance with the present invention.
  • the method is performed by means of a communication system comprising at least one booking means, at least one memory unit connected to the booking means and at least one connection ar- rangement connected to said at least one booking means and to said at least one memory unit.
  • the method starts at block 50.
  • the method then continues at block 52 with the step of: sending a booking enquiry to said booking means.
  • the method continues at block 54 with the step of: the booking means collecting profiles and booked contacts relating to said at least two parties from the memory unit.
  • the method then continues at block 56 with the step of: said booking means calculating the optimum duration of call for said contact.
  • the method continues at block 58 with the step of: storing the duration of call in said memory unit.
  • the method then continues at block 60 with the step of: said connection arrangement collecting call information for said at least two parties from the memory unit. Thereafter the method continues at block 62 with the step of the connection arrangement automatically establishing a connection between the at least two parties. The method then terminates at block 64.
  • connection established results in contact between the at least two parties, a message is transmitted to the memory unit that said contact has been completed.
  • the calling party is notified of a new call time.
  • connection may be made to a public telephone network, a VOIP system or a radio communication network (see fig. 1).
  • each party has a digital calendar to which said at least one booking means has access.
  • Figure 3 shows a flow chart and time schedule for an application of the ⁇ present invention in conjunction with a "Call centre".
  • a company customer who encounters problems with a product or service generally telephones to the com- pany's Call centre to obtain answers to questions concerning the problem the customer is trying to solve.
  • the Call centre problems are divided into two groups: the first group covers problems that can be solved at the first call by any of the company's Call-centre staff, the second group of calls require some form of specialist competence. This constitutes a considerable problem for all CRM depart- ments as regards planning and allocating resources.
  • In order to solve the problem it should be possible to direct calls to certain periods of the day.
  • the greatest cause of frustration to the customer is not knowing whether specialist competence is available and how and when it will be available.
  • the customer is just passed around within the organisation until he/she gives up, resulting in an unsatisfied, frustrated customer.
  • the incoming calls are automatically checked, by discovering what the customer's problem is and then matching this with a specialist.
  • the next step is connecting the call to the customer when the specialist is available or during the time interval when he/she is best prepared to solve the identified problem.
  • the parameters the CRM department sets for the filter for incoming calls is based on describing the problem and then connecting a qualified group to the problem.
  • the parameters thus consist of factors such as which product the problem relates to and the customer situation in which the prob- lem arose. This allows a customer-care centre to be arranged in a completely unique manner. Narrow specialist competence can thus be allocated to the unit with good precision, thus involving considerable improvement in quality. Talking to a competent person is of great importance in solving a problem.
  • the call is completed and a message is transmitted automatically to the company's case-handling system that this case has been completed.
  • the specialist is able at any time to book a new time for the customer if the problem requires specialised knowledge of a kind other than that possessed by the specialist dealing with the case.
  • One of the many positive side effects is that the number of calls to the exchange decreases, while at the same time the quality of service is improved. If nobody answers at the customer's number a notice stating the fact is sent by e-mail, SMS or some other medium to both customer and system, and all others the system is designed to send data to.
  • a person in charge of customer relations perhaps wants to know how the contact with his/her customer is dealt with by the company.
  • a new time for calling is booked in in this message. The system endeavours to book a new time as many times as it is programmed by the company to do so.
  • Figures 4a and 4b show flow charts and time schedules for two applications of the present invention in conjunction with project work.
  • customers and specialists are often located far outside geographically linked areas, with different time zones and tight schedules, which is not conducive to good communication. This contributes to deteriorating performance for the project since decisions and expertise are left "hanging" while waiting for contacts to be taken.
  • Each person has a calendar from which the system can collect times when contact can be made. If the person does not have a digital calendar, the pe- riod during which he/she is accessible to others must be stated, e.g. by means of an audio response unit, a web page or some other type of system client. The user decides who, where, when, how and why he/she will receive a call.
  • a person with customer responsibility in a project organisation might set the system as follows: Available for contact from all customers between 9.00 and 11.30 a.m., with the exception of customer A who is deemed of critical importance and may book in calls at any time of the day or night. All project members can obtain contact during the afternoon, divided into three intervals depending on which project they are working on. The immediate superior and each project leader may al- ways book in time during office hours, with priority given to projects for customer A.
  • customer C wants a situation report, he/she surfs in to a web page or opens his/her digital calendar to book a call, stating the project in question, who he or she is and the reason for the call.
  • These elements are created by the receiv- ing party when the latter sets up his/her profile in the system.
  • parts of the interested party's calendar can be distributed for access by the system so that an optimum call time can be found between two parties, on the basis of their calendars. This occurs through a standard interface to the system. No user can access the calendar data of another person. It is only the system that can find free times in the calendars.
  • Customer C also states the priority of the case and sends the enquiry to the server.
  • the system replies with a call time, say two hours and twenty minutes layer, and customer C accepts this.
  • the receiving party is thus able to prepare for the call.
  • the system can always book in a call with the project leader or with the person responsible for customers before the call to the customer, and automatically open the project plan.
  • This message can be transmitted as SMS, WAP, e-mail or some other medium as desired by each individual.
  • a user can always inspect and correct his/her contact calendar manually, via a web page, WAP service or some other medium. If a call is erased from the list a message is immediately sent to the other party.
  • Figure 5 shows a flow chart and time schedule for an application of the present invention in conjunction with the use of mobile telephones.
  • the number of mobile telephone users is increasing with a strongly exponential trend. This means that the number of contacts over the telephone network is increasing ex- plosively, which in turn results in a decrease in the quality of each call.
  • the reasoning is based on ever more contacts being pressed in to less and less time. This means increased likelihood of the quality of each "call" being low, e.g. reaching an engaged tone, answering service or a person who does not have time.
  • By the same reasoning people are constantly disturbed by a mobile telephone ringing, that they do not wish to turn off for fear of missing one of the contacts they are trying to maintain.
  • the flow is explained best in fig. 5.
  • Figure 6 shows a flow chart and time schedule for an application of the present invention in conjunction with use of the Internet.
  • a desire often exists to reach a person to talk to via a web page. Human communication has a much higher band width than e-mail, for instance. It should therefore be possible from a web page or e-post to directly book in a call time with a person responsible for the contents of the web page or the e-mail.
  • a method for this might have the following appearance.
  • a user has downloaded the web page and wishes to talk to someone in the company who is responsible for the web page. The user clicks on a button where he leaves his number, when he desires the call and what the call is about. The company can always add parameters here.
  • the parameters provide the basis for a booking enquiry and the user re- ceives a call time with a named person in the company. At the appointed time a call connection is established between a person in the company and the user.
  • Figure 7 shows a flow chart and time schedule for an application of the present invention in conjunction with a work process. All work processes follow a set number of steps and it is often necessary to reach various people, on the ba- sis of these steps. This often causes the process to "limp" when these people are not available.
  • An example is a sales person where the steps may be as follows: first contact, sale, acceptance and follow-up. The user may need support to book in these four contacts automatically.
  • the flow may have the following appearance: A procedure is first constructed that can be followed in a number of steps, and what shall be done in each step. The next phase is to create a list of the people that must be contacted and assign them priorities. The system creates an optimal call list based on these two parameters (procedure and list of people).
  • a connection server the connects calls in accordance with the call list and displays, for instance, a model speech with help words for making a sale.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Communication Control (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un système de communication permettant d'optimiser l'arrangement de contacts par l'intermédiaire de réseaux téléphoniques et/ou informatiques entre au moins deux parties. Ledit système (10) comprend au moins un moyen de réservation (12) capable d'effectuer la réservation de périodes pour le contact entre lesdites deux parties. Ledit système (10) comprend également au moins une unité de mémoire (14) reliée au moyen de réservation (12), cette ou ces unités stockant un profil spécifique pour chaque partie, ainsi que des contacts réservés pour chaque partie. Ledit système (10) comprend également au moins une configuration de connexion (16) reliée audit moyen de réservation (12) et à ladite unité de mémoire (14), laquelle configuration établit automatiquement une connexion entre les deux parties à l'heure réservée.
PCT/SE2001/001593 2000-07-10 2001-07-09 Systeme et procede de communication permettant d'optimiser l'arrangement de contacts WO2002005535A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2001271186A AU2001271186A1 (en) 2000-07-10 2001-07-09 A communication system and a method for optimising the arrangement of contacts

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
SE0002648A SE517265C2 (sv) 2000-07-10 2000-07-10 Ett kommunikationssystem och ett förfarande för att optimera planeringen av kontakter
SE0002648-4 2000-07-10

Publications (1)

Publication Number Publication Date
WO2002005535A1 true WO2002005535A1 (fr) 2002-01-17

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ID=20280481

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/SE2001/001593 WO2002005535A1 (fr) 2000-07-10 2001-07-09 Systeme et procede de communication permettant d'optimiser l'arrangement de contacts

Country Status (3)

Country Link
AU (1) AU2001271186A1 (fr)
SE (1) SE517265C2 (fr)
WO (1) WO2002005535A1 (fr)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP3051785A1 (fr) * 2015-02-02 2016-08-03 Samsung Electronics Co., Ltd. Dispositif électronique permettant d'effectuer une réservation d'appel et procédé associé

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0435449A2 (fr) * 1989-12-29 1991-07-03 AT&T Corp. Notation automatisée d'appels de télécommunication
US5539813A (en) * 1992-02-17 1996-07-23 Telefonaktiebolaget Lm Ericsson Method and a system for finding a time and a place for two or more users to communicate in the form of a meeting
US5848132A (en) * 1996-03-14 1998-12-08 British Telecommunications Public Limited Company Telecommunications network having resident ability to pre-book scheduled call back services
US5909487A (en) * 1997-01-15 1999-06-01 Ericsson, Inc. Automatic call generator within a telecommunications system
US5982863A (en) * 1997-08-27 1999-11-09 Phytel, Inc. Communications system for a service provider

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0435449A2 (fr) * 1989-12-29 1991-07-03 AT&T Corp. Notation automatisée d'appels de télécommunication
US5539813A (en) * 1992-02-17 1996-07-23 Telefonaktiebolaget Lm Ericsson Method and a system for finding a time and a place for two or more users to communicate in the form of a meeting
US5848132A (en) * 1996-03-14 1998-12-08 British Telecommunications Public Limited Company Telecommunications network having resident ability to pre-book scheduled call back services
US5909487A (en) * 1997-01-15 1999-06-01 Ericsson, Inc. Automatic call generator within a telecommunications system
US5982863A (en) * 1997-08-27 1999-11-09 Phytel, Inc. Communications system for a service provider

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP3051785A1 (fr) * 2015-02-02 2016-08-03 Samsung Electronics Co., Ltd. Dispositif électronique permettant d'effectuer une réservation d'appel et procédé associé
CN105844446A (zh) * 2015-02-02 2016-08-10 三星电子株式会社 用于执行呼叫预订的电子设备及其方法
US10015313B2 (en) 2015-02-02 2018-07-03 Samsung Electronics Co., Ltd Electronic device for performing call reservation and method thereof
CN105844446B (zh) * 2015-02-02 2022-04-12 三星电子株式会社 用于执行呼叫预订的电子设备及其方法

Also Published As

Publication number Publication date
AU2001271186A1 (en) 2002-01-21
SE0002648L (sv) 2002-01-11
SE517265C2 (sv) 2002-05-14
SE0002648D0 (sv) 2000-07-10

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