CN107135320B - method for processing information by contact center and contact center - Google Patents
method for processing information by contact center and contact center Download PDFInfo
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- CN107135320B CN107135320B CN201710302418.1A CN201710302418A CN107135320B CN 107135320 B CN107135320 B CN 107135320B CN 201710302418 A CN201710302418 A CN 201710302418A CN 107135320 B CN107135320 B CN 107135320B
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- 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
- H04M3/5232—Call distribution algorithms
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1101—Session protocols
- H04L65/1104—Session initiation protocol [SIP]
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- Business, Economics & Management (AREA)
- Signal Processing (AREA)
- General Business, Economics & Management (AREA)
- Multimedia (AREA)
- Computer Networks & Wireless Communication (AREA)
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- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
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Abstract
The invention relates to a method for processing information by a contact center and the contact center, wherein the method comprises the following steps: the queuing machine receives a call request sent by a user telephone and sends an agent request message for requesting service for the user to the intelligent routing platform; the queuing machine receives a call message returned by the intelligent routing platform, wherein the call message carries seat information of a seat distributed for the user; the queuing machine sends a call request to the seat according to the seat information of the seat; the queuing machine receives a response message returned by the seat telephone, and the response message carries Session Description Protocol (SDP) media information of the seat telephone which returns the response message; and the queuing machine receives a call request sent by the seat telephone and establishes a call between the seat telephone and the user telephone according to the SDP media information. The method can improve the service efficiency and quality of the contact center and improve the user experience.
Description
Technical Field
The invention relates to the technical field of communication, in particular to a method for processing information by a contact center and the contact center.
background
With the gradual soundness of the market economic system and the increasing market competition, the traditional single voice service can not meet the requirement of the user on information diversification. The contact center is used as a basic platform of customer service level and communication efficiency, and can establish a good connection channel between an enterprise and a user and provide quality service for the user. Contact centers are now becoming one of the almost indispensable functional departments of many enterprises and are the criteria for measuring the awareness of whether an enterprise has customer service. With the frequent communication and communication between clients and enterprises, client services become one of the most troublesome problems for many enterprises as the development scale of enterprises is enlarged. Many large and medium-sized enterprises today tend to have a huge number of customers and a large amount of customer service work, and customer service personnel may be distributed all over the country, with the exception of a headquarters customer service center, possibly a regional customer service center, with annual customer service costs reaching millions or even more. Therefore, the customer service center is the hub of the whole customer service system, and how to build a good customer service platform is very important for improving the overall efficiency and service quality of the customer service system, reducing the service cost and improving the brand image of enterprises.
disclosure of Invention
therefore, in order to solve the above technical problems, it is necessary to provide a method for processing information by a contact center and a contact center, which can improve service efficiency and quality of the contact center and improve user experience.
In one embodiment, a method for processing information by a contact center is provided, the contact center comprises a queuing machine, an intelligent routing platform and agents, each agent in the contact center comprises an agent interactive interface and an agent telephone, and the method comprises the following steps:
the queuing machine receives a call request sent by a user telephone and sends an agent request message for requesting service for the user to the intelligent routing platform;
The queuing machine receives a call message returned by the intelligent routing platform, wherein the call message carries seat information of a seat distributed for the user;
The queuing machine sends a call request to the seat according to the seat information of the seat;
The queuing machine receives a response message returned by the seat telephone, and the response message carries Session Description Protocol (SDP) media information of the seat telephone which returns the response message;
and the queuing machine receives a call request sent by the seat telephone and establishes a call between the seat telephone and the user telephone according to the SDP media information.
in one embodiment, after the step of sending the agent request message for requesting service for the user by the intelligent routing platform, the method further includes: according to the user information and the attribute information of the seat, the seat is distributed to the user, and the seat information of the distributed seat is obtained.
in one embodiment, the method further comprises the following steps:
a user sends a service request to the intelligent routing platform through multiple channels;
The intelligent routing platform allocates the seats for the users according to the service requests and the attribute information of the seats;
And the intelligent routing platform sends the service request to the agent according to the allocated agent information.
in one embodiment, after the step of sending, by the queuing machine, a call request to the agent according to the agent information of the agent, the method further includes: and the intelligent routing platform sends a popup screen prompt to the seat interaction interface.
In one embodiment, after the step of establishing a call between the seat phone and the user phone according to the SDP media information, the method further includes: and carrying out statistical analysis on the information processing result of the contact center.
In one embodiment, a contact center is provided, comprising:
the queuing machine is used for receiving a call request sent by a user telephone;
The intelligent routing platform receives an agent request message of a user request service sent by the queuing machine and returns a call message, wherein the call message carries agent information of an agent distributed for the user;
each seat comprises a seat interaction interface and a seat telephone, and the queuing machine sends a call request to the seat according to the seat information of the seat;
the queuing machine receives a response message returned by the seat telephone, and the response message carries Session Description Protocol (SDP) media information of the seat telephone which returns the response message;
and the queuing machine receives a call request sent by the seat telephone and establishes a call between the seat telephone and the user telephone according to the SDP media information.
In one embodiment, the intelligent routing platform is further configured to allocate an agent to the user according to the user information and attribute information of the agent, and acquire agent information of the allocated agent.
In one embodiment, the method further comprises the following steps:
The multi-channel access platform is used for sending a service request to the intelligent routing platform by a user;
the intelligent routing platform allocates the seats for the users according to the service requests and the attribute information of the seats;
and the intelligent routing platform sends the service request to the agent according to the allocated agent information.
In one embodiment, the intelligent routing platform is further configured to send a pop-up prompt to the agent interaction interface.
in one embodiment, the method further comprises the following steps:
And the data server is used for carrying out statistical analysis on the information processing result of the contact center.
in the method for processing information by the contact center and the contact center of the embodiment, after receiving the call request sent by the user telephone, the queuing machine obtains the allocated seat from the intelligent routing platform, sends the call request to the seat telephone of the seat, obtains the SDP media information of the seat telephone, receives the call request sent by the seat telephone, and establishes the call between the seat telephone and the user telephone according to the SDP media information of the seat telephone, so that the working reliability of the seat is improved, and the user experience is improved.
drawings
FIG. 1 is a diagram of an application scenario of a contact center in one embodiment;
FIG. 2 is a flow diagram of a method for a contact center to process information in one embodiment;
FIG. 3 is a block diagram of the structure of a contact center in one embodiment;
fig. 4 is a block diagram of the structure of a contact center in another embodiment.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more clearly apparent, the following describes in detail specific embodiments of the audio/video processing method and apparatus according to the present invention with reference to the accompanying drawings. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
the call contact center is a service organization composed of a group of service personnel in a relatively centralized place, generally utilizes computer communication technology to process telephone calls from enterprises and customers, particularly has the capability of simultaneously processing a large number of incoming calls, can automatically distribute the incoming calls to personnel with corresponding skills for processing, and can record and store all incoming call information. A typical customer service-based call contact center can handle customer information inquiry, consultation, complaint, etc. services, and can also perform customer return visits, satisfaction surveys, etc. outgoing services.
As shown in fig. 1, which is a schematic diagram of a network connection structure of a user accessing a contact center according to an embodiment of the present invention, the user is connected to a system side of the contact center through various wired or wireless networks, the contact center includes a plurality of agents providing services for the user, the agents of the existing contact center include an agent interface module and an agent telephone, the agents answer the user's incoming call through the agent telephone, and the agent interface module performs service processing to provide services for the user. The intelligent routing platform mainly comprises CTI (Computer telephony integration) and IVR self-help response. The CTI is a management component of the contact center and manages the working state of the seats in a unified way. And the state of the seat interface module and the state of the seat telephone are reported to the CTI, and the CTI determines the state of the seat according to the state of the seat interactive interface and the state of the seat telephone. When the call of the user needs manual service, the CTI distributes the available agents to serve the user according to the working state of the agents.
in one embodiment, as shown in fig. 2, a method for processing information by a contact center is provided, the contact center includes a queuing machine, an intelligent routing platform and agents, each agent in the contact center includes an agent interaction interface and an agent phone, and the method includes:
Step 201, the queuing machine receives a call request sent by a user telephone, and sends an agent request message for requesting service for the user to the intelligent routing platform.
In this embodiment, the queuing machine is used as the local voice access and switching layer. The contact center can provide local manual seat and other city seats access, the seat terminal can adopt IP telephone access, the queuing machine is connected with the end office equipment of the operator through digital relay, and simultaneously, the connection to the NGN network of the operator through SIP relay is supported. The queuing machine adopts double main control boards and a hot standby mode, and data are synchronized in real time. The power supply adopts a 1+1 mode, and the resource single board and the digital relay board adopt a load sharing working mode, so that high reliability is provided for the contact center.
The queuing machine receives a call request sent by a user telephone, sends an agent request message for requesting service for the user to the intelligent routing platform, and requests the intelligent routing platform to distribute agents.
Step 203, the queuing machine receives a call message returned by the intelligent routing platform, wherein the call message carries the seat information of the seat allocated to the user.
The mechanism for managing the working state of the agent by the intelligent routing platform comprises the following steps:
When the state of the seat interactive interface and the seat telephone is changed, the changed state is reported to the intelligent routing platform;
the seat interactive interface and the seat telephone report the state to the intelligent routing platform at regular time;
And the intelligent routing platform informs the agent interactive interface module and the agent telephone of the current agent working state.
it should be noted that, state information of the seat is stored in the CTI, and the state information of the seat includes a total state of the seat, a state of a seat interaction interface belonging to the seat, and a state of a seat telephone belonging to the seat.
And the intelligent routing platform distributes the matched seats for the users according to the attribute information of the seats and the attribute information of the users. The attribute information of the agent includes skill weight and idle state. Attribute information of the user includes the user's class and the service type of the call request. The service types of the call request include, but are not limited to, after-sales type, collaboration type, operation analysis type, and the like. In this embodiment, the agent information includes address information of the allocated agent phone.
The intelligent routing platform can automatically identify the user who has recorded the relevant information, can immediately identify the identity of the user when the user accesses the intelligent routing platform again, displays the information of the name, the contact information and the like of the user on an interactive interface of a seat, and prompts the user by popping up a screen. The incoming call popup screen of the seat can acquire user information, and the seat can know the detailed data, historical conversation and consultation records of the caller at the first time, so that the seat can provide accurate and effective service for clients, and the service quality is improved.
For example, the intelligent routing platform provides automatic assignment of calls, routing of calls to the best and relevant agent or destination through relevant information of the call and results of customer input and system calculations in the IVR. Various calls are uniformly queued in queues of the intelligent routing platform, and the intelligent routing platform distributes the incoming calls to each logged-in agent according to the telephone traffic on average and can also transmit the incoming calls to each service agent with related responsibility or skill according to a specified transfer mode.
The user can carry out self-defined setting on the queuing function of the intelligent routing platform according to the self condition, different queue algorithms can be set, any number of queues can be defined, any number of agent representative groups can be combined, many-to-many service relationship can be formed between the queues and the agent representative groups, the intelligent routing platform supports multiple technical requirements and multiple priority setting of calls in the queues, and rich routing strategies can be flexibly and conveniently combined. The working efficiency is improved, the overhead of the contact center is effectively reduced, and enterprises can better utilize the business representative resources of the enterprises.
Routing calls to the most leisure operator can reduce the queuing time of the caller, and routing calls to the most skilled operator will solve the professional problems and special needs of the customer, thereby improving customer satisfaction in many ways.
Step 205, the queuing machine sends a call request to the agent according to the agent information of the agent.
In the embodiment of the present invention, each agent includes one agent interaction interface and more than two SIP phones, and in the embodiment of the present invention, the agent phone may specifically be a traditional fixed phone, an SIP (Session initiation Protocol) phone, or a Wifi mobile phone. In a specific scenario, the agent phones are not limited to SIP phones, and the number of agent phones may be two or more.
The queuing machine sends a call request to the agent allocated in the step 203 according to the agent information of the agent, and the colleague sends a notification message to the agent interactive interface of the agent allocated for the call, so as to notify the agent interactive interface that there is a call waiting response.
step 207, the queuing machine receives the response message returned by the seat phone, and the response message carries the session description protocol SDP media information of the seat phone itself returning the response message.
The intelligent routing platform sends a request success message to the queuing machine, and the queuing machine plays a waiting tone to the user equipment after receiving the request success message.
In this embodiment, the call request includes SDP (Session Description Protocol) media information of the queuing machine, where the SDP media information of the queuing machine at least includes an IP address and a port number of the queuing machine.
step 209, the queuing machine receives the call request sent by the seat phone, and establishes a call between the seat phone and the user phone according to the SDP media information.
according to the method for processing the information of the contact center, provided by the embodiment of the invention, after receiving the call request sent by the user telephone, the queuing machine acquires the distributed seat from the intelligent routing platform, sends the call request to the seat telephone of the seat, acquires the SDP media information of the seat telephone, receives the call request sent by the seat telephone, and establishes the call between the seat telephone and the user telephone according to the SDP media information of the seat telephone, so that the working reliability of the seat is improved, and the user experience is improved.
In one embodiment, the method further comprises:
a user sends a service request to an intelligent routing platform through a multi-channel access platform;
The intelligent routing platform allocates the seats for the users according to the service requests and the attribute information of the seats;
and the intelligent routing platform sends the service request to the agent according to the allocated agent information.
Customer contact information sent by customers from various electronic channels is converted into a uniform format through a multi-channel access platform and then sent to an intelligent routing platform, and the intelligent routing platform distributes seats for the customers according to service requests and attribute information of the seats; and the intelligent routing platform sends the service request to the agent according to the allocated agent information so as to establish communication between the user and the agent.
In one embodiment, after the step of establishing a call between the seat phone and the user phone according to the SDP media information, the method further comprises: and carrying out statistical analysis on the information processing result of the contact center.
In this embodiment, the contact center provides a report statistics tool to perform statistics on data such as traffic volume, telephone traffic volume of operators, service types, IVR access volume, satisfaction degree, and the like. Each call is recorded in detail from beginning to end, and the recorded data provides detailed and real first-hand materials for the manager. The method provides a basis for reasonably using manpower and material resources and improving the call completing rate of the customer service center.
In one embodiment, as shown in fig. 3, a contact center 300 is proposed, comprising:
A queuing machine 302 for receiving a call request sent by a user telephone;
and the intelligent routing platform 304 receives the agent request message of the user request service sent by the queuing machine 302, and returns a call message, wherein the call message carries the agent information of the agent allocated to the user.
the agents 306, each agent comprises an agent interactive interface 308 and an agent telephone 310, and the queuing machine 302 sends a call request to the agent according to the agent information of the agent;
the queuing machine 302 receives a response message returned by the seat phone 310, and the response message carries the session description protocol SDP media information of the seat phone itself returning the response message. The queuing machine 302 receives the call request sent by the seat phone 310, and establishes a call between the seat phone 310 and the user phone according to the SDP media information.
in one embodiment, the intelligent routing platform 304 is further configured to allocate an agent to the user according to the user information and attribute information of the agent, and obtain agent information of the allocated agent.
In one embodiment, as shown in FIG. 4, the contact center 300 further includes: a multi-channel access platform 312, through which the user sends a service request to the intelligent routing platform 304; and the intelligent routing platform 304 allocates the agent to the user according to the service request and the attribute information of the agent. The intelligent routing platform 304 sends the service request to the agent according to the allocated agent information.
in one embodiment, intelligent routing platform 304 is also used to send pop-screen prompts to the agent interaction interface.
In one embodiment, the contact center 300 further comprises: and the data server 314 is used for carrying out statistical analysis on the result of the information processing of the contact center.
the contact center 300 of the present embodiment is used to implement the method for performing call processing by the contact center, so that the detailed implementation of the contact center 300 can be referred to the above section of the embodiment for performing call processing by the contact center, and will not be described here again. The technical features of the embodiments described above may be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the embodiments described above are not described, but should be considered as being within the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above-mentioned embodiments only express several embodiments of the present invention, and the description thereof is more specific and detailed, but not construed as limiting the scope of the invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the inventive concept, which falls within the scope of the present invention. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (8)
1. A method for processing information by a contact center is characterized in that the contact center comprises a queuing machine, an intelligent routing platform and agents, each agent in the contact center comprises an agent interaction interface and an agent telephone, and the method comprises the following steps:
The queuing machine receives a call request sent by a user telephone and sends an agent request message for requesting service for the user to the intelligent routing platform;
The queuing machine receives a call message returned by the intelligent routing platform, wherein the call message carries seat information of a seat distributed for the user;
The queuing machine sends a call request to the seat according to the seat information of the seat;
The queuing machine receives a response message returned by the seat telephone, and the response message carries Session Description Protocol (SDP) media information of the seat telephone which returns the response message;
The queuing machine receives a call request sent by the seat telephone and establishes a call between the seat telephone and the user telephone according to the SDP media information;
after the step of sending the agent request message for requesting service for the user by the intelligent routing platform, the method further comprises the following steps: according to the user information and the attribute information of the seat, the seat is distributed to the user, and the seat information of the distributed seat is obtained.
2. The method of claim 1, further comprising:
A user sends a service request to the intelligent routing platform through multiple channels;
the intelligent routing platform allocates the seats for the users according to the service requests and the attribute information of the seats;
And the intelligent routing platform sends the service request to the agent according to the allocated agent information.
3. the method according to any of claims 1-2, wherein after the step of the queuing machine sending a call request to the agent according to the agent information of the agent, further comprising: and the intelligent routing platform sends a popup screen prompt to the seat interaction interface.
4. The method of claim 1, after the step of establishing a call between the agent phone and the user phone according to the SDP media information, further comprising: and carrying out statistical analysis on the information processing result of the contact center.
5. A contact center, comprising:
the queuing machine is used for receiving a call request sent by a user telephone;
the intelligent routing platform receives an agent request message of a user request service sent by the queuing machine and returns a call message, wherein the call message carries agent information of an agent distributed for the user;
Each seat comprises a seat interaction interface and a seat telephone, and the queuing machine sends a call request to the seat according to the seat information of the seat;
the queuing machine receives a response message returned by the seat telephone, and the response message carries Session Description Protocol (SDP) media information of the seat telephone which returns the response message;
The queuing machine receives a call request sent by the seat telephone and establishes a call between the seat telephone and the user telephone according to the SDP media information;
And the intelligent routing platform is also used for distributing the seats for the users according to the user information and the attribute information of the seats and acquiring the seat information of the distributed seats.
6. the contact center of claim 5, further comprising:
the multi-channel access platform is used for sending a service request to the intelligent routing platform by a user;
the intelligent routing platform allocates the seats for the users according to the service requests and the attribute information of the seats;
and the intelligent routing platform sends the service request to the agent according to the allocated agent information.
7. The contact center of any of claims 5-6, wherein the intelligent routing platform is further configured to send a pop-up prompt to the agent interaction interface.
8. the contact center of claim 5, further comprising:
And the data server is used for carrying out statistical analysis on the information processing result of the contact center.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201710302418.1A CN107135320B (en) | 2017-05-02 | 2017-05-02 | method for processing information by contact center and contact center |
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| CN201710302418.1A CN107135320B (en) | 2017-05-02 | 2017-05-02 | method for processing information by contact center and contact center |
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| CN107135320B true CN107135320B (en) | 2019-12-17 |
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| US9692899B1 (en) * | 2016-08-30 | 2017-06-27 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a contact center system |
| CN107786760B (en) * | 2017-11-01 | 2020-08-25 | 上海华客信息科技有限公司 | Call center, queuing management method and device thereof, electronic equipment and storage medium |
| US11399096B2 (en) * | 2017-11-29 | 2022-07-26 | Afiniti, Ltd. | Techniques for data matching in a contact center system |
| CN109166340A (en) * | 2018-07-25 | 2019-01-08 | 厦门路桥信息股份有限公司 | Unattended cloud queuing strategy, medium and system |
| US20200120211A1 (en) * | 2018-10-10 | 2020-04-16 | Avaya Inc. | Dynamic agent media type selection based on communication session quality of service parameters |
| CN109829729A (en) * | 2019-01-18 | 2019-05-31 | 青牛智胜(深圳)科技有限公司 | A kind of intelligence outgoing call system and method |
| CN111669465B (en) * | 2019-03-05 | 2024-05-17 | 北京京东振世信息技术有限公司 | Call redirection method and device |
| CN112738349B (en) * | 2021-01-30 | 2023-03-24 | 上海浦东发展银行股份有限公司 | Method for controlling telephone state of seat end in bidirectional outbound mode |
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