CN110035188A - A kind of method of calling and device for realizing intelligent scheduling according to service condition - Google Patents
A kind of method of calling and device for realizing intelligent scheduling according to service condition Download PDFInfo
- Publication number
- CN110035188A CN110035188A CN201910326522.3A CN201910326522A CN110035188A CN 110035188 A CN110035188 A CN 110035188A CN 201910326522 A CN201910326522 A CN 201910326522A CN 110035188 A CN110035188 A CN 110035188A
- Authority
- CN
- China
- Prior art keywords
- call
- client
- information
- calling
- judging result
- Prior art date
- Legal status (The legal status 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 status listed.)
- Withdrawn
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
- 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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
-
- 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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a kind of method of calling and device for realizing intelligent scheduling according to service condition, the method for calling is the following steps are included: S1, call scheduling unit obtain the call request information of client；S2, call scheduling unit send client state information inquiry request to customer status decision package according to the call request information, and customer status decision package obtains the status information of client in CRM system；S3, customer status decision package judges the client state information, and obtains judging result；S4, customer status decision package send call routing decision information to the call scheduling unit according to the judging result；S5, call scheduling unit establish calling connection according to the call center of the call routing decision information and corresponding level.The present invention can speed up the processing of customer issue, and problem is avoided to fail to solve after a long delay caused customer churn.
Description
Technical field
The present invention relates to fields of communication technology, more particularly to a kind of caller for realizing intelligent scheduling according to service condition
Method and device.
Background technique
Enterprise can generally provide customer service hotline, in order to improve the pre-sales of client and experience after sale in order in view of local clothes
The convenience of business, can all dispose the calling that the call center Duo Tai handles corresponding region client throughout the country, when client's incoming call, exhale
It cries and which call center's processing is routed to, just at a realistic problem.For this purpose, enterprise generally operator and call center it
Between, a calling intelligent route platform is introduced, enterprise can modify call routing strategy on Intelligent routing platform, by calling road
By policy call to some call center.
But call scheduling platform in this way is substantially static routing policy, can not be according to the special of single customer call
Situation, to complete more flexible more intelligent call routing, such as: enterprise repeatedly calls in customer service in hair existing customer's short time
The problem of heart may be very much these clients greatly not can solve always, it is also possible to and the ability or problems of attitude of part customer service cause,
It is also likely to be that the Insufficient privilege of part customer service causes processing problem not prompt enough, if such situation continues, will lead to
The problem of client, cannot solve for a long time, or even minor issue is led to big problem.
Summary of the invention
The purpose of the present invention is overcoming shortcoming in the prior art, provide a kind of according to service condition realization intelligence tune
The method of calling and device of degree, to solve the problems, such as above-mentioned background technique.
In order to solve the above technical problems, the present invention is solved by following technical proposals:
It is a kind of according to service condition realize intelligent scheduling method of calling, which is characterized in that the method for calling include with
Lower step:
S1, call scheduling unit obtain the call request information of client；
S2, call scheduling unit send client state information to customer status decision package according to the call request information
Inquiry request, customer status decision package obtain the status information of client in CRM system；
S3, customer status decision package judges the client state information, and obtains judging result；
S4, customer status decision package send call routing decision to the call scheduling unit according to the judging result
Information；
S5, call scheduling unit are established calling according to the call center of the call routing decision information and corresponding level and are connected
It connects.
Further, in step S3, deterministic process of the customer status decision package to the client state information, packet
It includes: judging whether client's nearest period is first time incoming call or continuous 2 times or more incoming call, and judge that the order of client is completed
Situation；
When client is first time incoming call and when without backlog, the first judging result is obtained；
When client is 2 times or more incoming calls and has backlog, the second judging result is obtained.
In step S4, the customer status decision package is according to first judging result or the second judging result to described
Call scheduling unit sends corresponding call routing decision information.
Further, the rank of the call center is divided into regular grade and priority；
The call scheduling unit is called according to the obtained call routing decision information and regular grade of the first judging result
Calling connection is established at center；The call routing decision information obtained according to the second judging result and priority call center, which are established, exhales
Cry connection.
Further, the rank of the call center is according to whether manual service, the level of skill of contact staff and customer service
One of Permission Levels of personnel or a variety of combinations divide.
The present invention also provides a kind of calling devices that intelligent scheduling is realized according to service condition, comprising:
Call scheduling module, for obtaining the call request information of client in telecom operators' communication network, and according to not
The call center of same call routing decision information and corresponding grade establishes calling connection；
Customer status decision-making module is connect with the call scheduling module, for obtaining visitor from CRM system
The status information at family simultaneously judges the status information, and is exhaled according to judging result to the call scheduling module feedback
It is routing decision information；
Further, the status information of the client includes the essential information of client, the subsequenct call of client's nearest period
The order completion status information of number information and client.
The present invention have the following advantages that compared with prior art and the utility model has the advantages that
1. in method of calling of the invention, call scheduling unit more can be according to call request information to customer status decision
Unit sends client state information inquiry request, and customer status decision package obtains the state of client in CRM system
Information, call scheduling unit can establish calling connection according to the call center of different client state information and corresponding level,
It specific aim and can timely and effectively solve the problems, such as client, avoid problem from failing to solve after a long delay, and effectively prevent due to client
Satisfaction reduces and causes the loss of client.
2. in method of calling of the invention, call state decision package can inquire client most to CRM system
The history call number of nearly period, the history call number that call scheduling unit can be fed back according to call state decision package are believed
The call center of breath and corresponding authority rank establishes connection, when that could not be resolved in first time calling the problem of client,
When second of calling, system is automatically connected to priority call center, advantageously reduces client's exhaling before issue handling completion
It is number, issue handling efficiency is improved, improves customer satisfaction.
Detailed description of the invention
The present invention will be further described in detail below with reference to the accompanying drawings and specific embodiments.
Fig. 1 is a kind of method of calling schematic illustration that intelligent scheduling is realized according to service condition.
Fig. 2 is a kind of module diagram of calling device that intelligent scheduling is realized according to service condition.
Specific embodiment
Present invention will now be described in further detail with reference to the embodiments and the accompanying drawings, but embodiments of the present invention are unlimited
In this.
Specific implementation process of the invention is as follows:
It is a kind of according to service condition realize intelligent scheduling method of calling, the method for calling the following steps are included:
S1, call scheduling unit obtain the call request information of client；
S2, call scheduling unit send client state information to customer status decision package according to the call request information
Inquiry request, customer status decision package obtain the status information of client in CRM system；
S3, customer status decision package judges the client state information, and obtains judging result；
S4, customer status decision package send call routing decision to the call scheduling unit according to the judging result
Information；
S5, call scheduling unit are established calling according to the call center of the call routing decision information and corresponding level and are connected
It connects.
Specifically, call scheduling unit obtains the process of the call request information of client are as follows: client in above-mentioned steps S1
The customer service hotline number of enterprise is dialed by communication terminal equipment, the call signal of client is routed to enterprise visitor by telecom operators
The relaying of hot line number landing signing is taken, calling is forwarded to the call scheduling unit at enterprise call center.
Specifically, in above-mentioned steps S2, after call scheduling unit receives call information, Xiang Suoshu customer status decision list
Member sends inquiry request, and to inquire the status information of corresponding client, the status information of client is mark with initial outgoing call.Visitor
Family state decision package sends inquiry request signal to the CRM system of enterprise, and CRM system is according to looking into
Request signal is ask to customer status decision package feedback query as a result, in the present embodiment, the CRM system can
To be existing crm system, crm system is the collection of one customer information of foundation, pipe using the management of customer data as core
The system manage, analyze, utilized, the interior record of CRM system have the order completion information of client, the pre-sales letter of processing after sale
Breath and complaint handling information, history call information etc., customer status decision package can by the CRM system,
The call record and the information such as nearest order status for inquiring client's nearest period, to judge the existing customer nearest period
The calling frequency, whether the nearest period have the information such as backlog.
In the present embodiment, in step S3, the customer status decision package to the deterministic process of the client state information,
It include: to judge whether client's nearest period is first time incoming call or the above incoming call twice in succession, and judge the order of client
Performance；
When client is first time incoming call and when without backlog, the first judging result is obtained；
When client is 2 times or more incoming calls and has backlog, the second judging result is obtained.
In step S4, the customer status decision package is according to first judging result or the second judging result to described
Call scheduling unit sends corresponding call routing decision information.
Wherein, the rank of the call center is divided into regular grade and priority, the rank of the call center according to whether
One of Permission Levels of manual service, the level of skill of contact staff and contact staff or a variety of combinations divide,
According to whether manual service is priority when being divided for manual service, IVR service is regular grade；According to contact staff's
Can level when being divided, craft services are horizontal high for priority, craft services it is horizontal it is low be regular grade；According to customer service
When the Permission Levels of personnel divide, call center, general headquarters is priority, and call center, branch is regular grade.
The call scheduling unit is called according to the obtained call routing decision information and regular grade of the first judging result
Calling connection is established at center；The call routing decision information obtained according to the second judging result and priority call center, which are established, exhales
Cry connection.
In the present embodiment, when client calls for the first time, call scheduling unit is fed back according to customer status decision information
Call routing decision information and regular grade call center establish calling connection, when client solves the IVR customer service of ordinary call center
When the efficiency of problem is dissatisfied, after end of conversation, client is in order to solve the problems, such as will continue to call, after recall, customer status
Decision package inquires the history call information and order completion information of client, in order to more rapidly accurately judge client feedback
Problem, it is preferred that the keyword extraction information for having the last time calling record of client, visitor are also recorded in CRM system
Family state decision package can inquire the keyword extraction information, and according to the number of calls information, order completion information
And keyword extraction information feeds back corresponding call routing decision information to call scheduling unit, call scheduling unit is according to
Calling connection is established at call routing decision information and manual calling center, and manual calling center is according to the keyword extraction information
Quickly know the substantially situation of customer issue, and targetedly can quickly solve the problems, such as.When client is to ordinary call center people
When the service level and quality of work customer service are dissatisfied, after, client is in order to solve the problems, such as will continue to call, recall
Afterwards, call scheduling unit can establish calling connection with the better priority call center of service level；When asking for client feedback
When topic is not solved in time due to ordinary call center customer service permission factor, after recall, call scheduling unit can
Calling connection is established with the higher call center, general headquarters of permission, quickly and effectively to solve the problems, such as.
Also a kind of calling device that intelligent scheduling is realized according to service condition of the present invention, comprising:
Call scheduling module, for obtaining the call request information of client in telecom operators' communication network, and according to not
The call center of same call routing decision information and corresponding grade establishes calling connection；
Customer status decision-making module is connect with the call scheduling module, for obtaining visitor from CRM system
The status information at family simultaneously judges the status information, and is exhaled according to judging result to the call scheduling module feedback
It is routing decision information；The call scheduling module passes through customer status routing decision query interface and the customer status decision
Module connection, the CRM system are connect by customer profile data interface with multiple call centers, energy of the present invention
It is enough that calling connection is established according to the particular state information of different clients and corresponding call center, it can speed up customer issue
Processing avoids problem from failing to solve after a long delay caused customer churn.
The above embodiment is a preferred embodiment of the present invention, but embodiments of the present invention are not by above-described embodiment
Limitation, other any changes, modifications, substitutions, combinations, simplifications made without departing from the spirit and principles of the present invention,
It should be equivalent substitute mode, be included within the scope of the present invention.
Claims (6)
1. a kind of method of calling for realizing intelligent scheduling according to service condition, which is characterized in that the method for calling includes following
Step:
S1, call scheduling unit obtain the call request information of client；
S2, call scheduling unit send client state information to customer status decision package according to the call request information and inquire
Request, customer status decision package obtain the status information of client in CRM system；
S3, customer status decision package judges the client state information, and obtains judging result；
S4, customer status decision package, which sends call routing decision to the call scheduling unit according to the judging result, to be believed
Breath；
S5, call scheduling unit establish calling connection according to the call center of the call routing decision information and corresponding level.
2. a kind of method of calling for realizing intelligent scheduling according to service condition according to claim 1, it is characterised in that:
In step S3, deterministic process of the customer status decision package to the client state information, comprising: judge client most
Whether the nearly period is first time incoming call or continuous 2 times or more incoming call, and judges the order performance of client；
When client is first time incoming call and when without backlog, the first judging result is obtained；
When client is incoming call more than twice and has backlog, the second judging result is obtained,
In step S4, the customer status decision package is according to first judging result or the second judging result to the calling
Scheduling unit sends corresponding call routing decision information.
3. a kind of method of calling for realizing intelligent scheduling according to service condition according to claim 2, it is characterised in that:
The rank of the call center is divided into regular grade and priority；
The call scheduling unit is according to the obtained call routing decision information of the first judging result and regular grade call center
Establish calling connection；The call routing decision information obtained according to the second judging result and priority call center are established calling and are connected
It connects.
4. a kind of method of calling for realizing intelligent scheduling according to service condition according to claim 1, it is characterised in that: institute
State the rank of call center according to whether in the Permission Levels of manual service, the level of skill of contact staff and contact staff one
Kind or a variety of combinations are divided.
5. a kind of calling device for realizing intelligent scheduling according to service condition characterized by comprising
Call scheduling module, for obtaining the call request information of client in telecom operators' communication network, and according to different
The call center of call routing decision information and corresponding grade establishes calling connection；
Customer status decision-making module is connect with the call scheduling module, for obtaining client's from CRM system
Status information simultaneously judges the status information, and calls road to the call scheduling module feedback according to judging result
By decision information.
6. a kind of calling device for realizing intelligent scheduling according to service condition according to claim 5, it is characterised in that: institute
The status information for stating client includes the essential information of client, the subsequenct call number information of client's nearest period and ordering for client
Single completion status information.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910326522.3A CN110035188A (en) | 2019-04-23 | 2019-04-23 | A kind of method of calling and device for realizing intelligent scheduling according to service condition |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910326522.3A CN110035188A (en) | 2019-04-23 | 2019-04-23 | A kind of method of calling and device for realizing intelligent scheduling according to service condition |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN110035188A true CN110035188A (en) | 2019-07-19 |
Family
ID=67239739
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201910326522.3A Withdrawn CN110035188A (en) | 2019-04-23 | 2019-04-23 | A kind of method of calling and device for realizing intelligent scheduling according to service condition |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN110035188A (en) |
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111182117A (en) * | 2019-12-30 | 2020-05-19 | 深圳追一科技有限公司 | Call processing method and device, computer equipment and computer readable storage medium |
| CN111325450A (en) * | 2020-01-31 | 2020-06-23 | 携程计算机技术（上海）有限公司 | Processing method and system for automatic customer service borrowing, electronic equipment and storage medium |
| CN113342962A (en) * | 2021-07-07 | 2021-09-03 | 上海华客信息科技有限公司 | Customer service method, system, device and storage medium |
| CN114240458A (en) * | 2021-12-16 | 2022-03-25 | 山东沃伦通信技术有限公司 | Call center customer intelligent queuing system and method based on big data |
Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101662548A (en) * | 2008-08-28 | 2010-03-03 | 华为技术有限公司 | Method, system and searching platform for establishing connection with call centers |
| CN101742004A (en) * | 2009-12-23 | 2010-06-16 | 中兴通讯股份有限公司 | Call transfer method and device in multi-call central system |
| US20160044172A1 (en) * | 2003-12-02 | 2016-02-11 | Jpmorgan Chase Bank, N.A. | System and Method for Providing Call-Back Options |
| CN106303113A (en) * | 2015-06-23 | 2017-01-04 | 阿里巴巴集团控股有限公司 | A kind of shunt method and equipment |
| CN108024021A (en) * | 2016-10-28 | 2018-05-11 | 广东亿迅科技有限公司 | A kind of IVR queuing systems and its implementation based on Call Center Platform |
| CN108989588A (en) * | 2018-08-08 | 2018-12-11 | 携程旅游信息技术（上海）有限公司 | Calling allocation method, call center, electronic equipment and storage medium |
-
2019
- 2019-04-23 CN CN201910326522.3A patent/CN110035188A/en not_active Withdrawn
Patent Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20160044172A1 (en) * | 2003-12-02 | 2016-02-11 | Jpmorgan Chase Bank, N.A. | System and Method for Providing Call-Back Options |
| CN101662548A (en) * | 2008-08-28 | 2010-03-03 | 华为技术有限公司 | Method, system and searching platform for establishing connection with call centers |
| CN101742004A (en) * | 2009-12-23 | 2010-06-16 | 中兴通讯股份有限公司 | Call transfer method and device in multi-call central system |
| CN106303113A (en) * | 2015-06-23 | 2017-01-04 | 阿里巴巴集团控股有限公司 | A kind of shunt method and equipment |
| CN108024021A (en) * | 2016-10-28 | 2018-05-11 | 广东亿迅科技有限公司 | A kind of IVR queuing systems and its implementation based on Call Center Platform |
| CN108989588A (en) * | 2018-08-08 | 2018-12-11 | 携程旅游信息技术（上海）有限公司 | Calling allocation method, call center, electronic equipment and storage medium |
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111182117A (en) * | 2019-12-30 | 2020-05-19 | 深圳追一科技有限公司 | Call processing method and device, computer equipment and computer readable storage medium |
| CN111182117B (en) * | 2019-12-30 | 2021-07-13 | 深圳追一科技有限公司 | Call processing method and device, computer equipment and computer readable storage medium |
| CN111325450A (en) * | 2020-01-31 | 2020-06-23 | 携程计算机技术（上海）有限公司 | Processing method and system for automatic customer service borrowing, electronic equipment and storage medium |
| CN111325450B (en) * | 2020-01-31 | 2023-11-14 | 携程计算机技术（上海）有限公司 | Customer service automatic borrowing processing method, system, electronic equipment and storage medium |
| CN113342962A (en) * | 2021-07-07 | 2021-09-03 | 上海华客信息科技有限公司 | Customer service method, system, device and storage medium |
| CN114240458A (en) * | 2021-12-16 | 2022-03-25 | 山东沃伦通信技术有限公司 | Call center customer intelligent queuing system and method based on big data |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN110035188A (en) | A kind of method of calling and device for realizing intelligent scheduling according to service condition | |
| US7215759B2 (en) | Hold queue wait estimations | |
| US7139390B2 (en) | Promoting use of experts to callers waiting in a hold queue | |
| CN104202491B (en) | Method for handling customer service telephone call and device thereof | |
| CN104052884B (en) | System and method for recording calls in a webrtc contact center | |
| CN103533189B (en) | The distribution method and device of mobile agent call | |
| CN102118521B (en) | Call routing method, device and system | |
| US20030112949A1 (en) | Fidentifying call parties to a call to an incoming calling party | |
| CN109428854A (en) | It is a kind of based on wide and narrow strip fusion call processing method, apparatus and system | |
| US7076041B2 (en) | Third party regulation of calls through a particular line based on a call context | |
| US20030112944A1 (en) | Identifying relevant scheduling events for a call | |
| CN106331385B (en) | A kind of 95598 call center's pressure testing systems and method based on SIP trunk | |
| CN101184128B (en) | Method of implementing multimedia information transfer between computer phone integrated device and seat interface | |
| CN110198382A (en) | A kind of call processing system and virtual number binding method | |
| CN107135320A (en) | A kind of method of liaison centre's processing information and liaison centre | |
| CN104683608A (en) | Method for realizing distributed call center, distributed call center and related devices | |
| CN105282721B (en) | The display processing method of calling number, system and equipment in one-set-multi-number business | |
| CN110225208A (en) | Call processing system and method | |
| CN109698886A (en) | A method of allowing attend a banquet carrying out Information Mobile Service | |
| CN110290279A (en) | Call processing system and method | |
| CN103813033B (en) | A kind of call route method and system | |
| CN104253911B (en) | A kind of liaison centre carries out method, queue machine and the liaison centre of call treatment | |
| CN103780777B (en) | A kind of call center's seat call phone switched system and method | |
| CN105959498A (en) | Communication method and system based on customer service system | |
| CN109151232A (en) | Repeat call processing method and device |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| WW01 | Invention patent application withdrawn after publication |
Application publication date: 20190719 |
|
| WW01 | Invention patent application withdrawn after publication |