CN110213525A - A kind of video customer service system and its working method - Google Patents
A kind of video customer service system and its working method Download PDFInfo
- Publication number
- CN110213525A CN110213525A CN201910450147.3A CN201910450147A CN110213525A CN 110213525 A CN110213525 A CN 110213525A CN 201910450147 A CN201910450147 A CN 201910450147A CN 110213525 A CN110213525 A CN 110213525A
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- video
- conference terminal
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- seat
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/15—Conference systems
- H04N7/152—Multipoint control units therefor
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/15—Conference systems
- H04N7/155—Conference systems involving storage of or access to video conference sessions
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- Engineering & Computer Science (AREA)
- Multimedia (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Accounting & Taxation (AREA)
- Development Economics (AREA)
- Economics (AREA)
- Finance (AREA)
- Marketing (AREA)
- Strategic Management (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)
Abstract
The invention discloses a kind of video customer service system and its working method, system includes can guard system, equipment end, seat end, broadcasting conference terminal, the end MCU and recorded broadcast end；Equipment end is for providing customer self-service service；Seat end is checked card machine under upper machine for one key of contact staff, checks curstomer's site environment and guest operation interface；It plays conference terminal and is used for video playing and accessing conference；The end MCU is used for video conference multiparty control；Recorded broadcast end is used for video record program request；Meeting guard system is by being connected to the network and controlling equipment end, seat end, play conference terminal, the end MCU and recorded broadcast end.The present invention when client needs customer service, self-aided terminal can a upper key enter video customer service function interface；Contact staff can a key check card machine under upper machine；Meeting guard system can remote centralized managing customer self-aided terminal equipment and seat call terminal；The end MCU, which can stablize, quickly provides video conference service, and recorded broadcast end can provide recorded video meeting and playback service.
Description
Technical field
The invention belongs to Call center's service technology fields, and in particular to a kind of video customer service system and its working method.
Background technique
Mainstream hardware video conference manufacturer cannot provide there are no video customer service field is set foot in for view both at home and abroad at present
Frequency attendant applications series of products.
Present video customer service is substantially Software Video Conference System manufacturer, subscriber service system software development undertaking side and self-service
The cooperation of terminal equipment manufacturer needs the exploitation customization and the customisation costs of great number of longer cycle, and product integration complexity is high,
It is personalized that relatively transreplication, Products Compatibility, stability and usage experience be not poor by force.
Summary of the invention
The technical problem to be solved by the present invention is to solve the above shortcomings of the prior art and to provide a kind of video customer service systems
And its working method.
To realize the above-mentioned technical purpose, the technical scheme adopted by the invention is as follows:
A kind of video customer service system, including can guard system, equipment end, seat end, broadcasting conference terminal, the end MCU and recorded broadcast
End；
The equipment end and seat end are set in the private network of user；
The business operation interface of client is transmitted for providing customer self-service service in the equipment end, facilitates customer service real
Border guidance operation；
The seat end is checked card machine under upper machine for one key of contact staff, is counted and is recorded the duration of the service of offer, check
Curstomer's site environment and guest operation interface；
The broadcasting conference terminal is set in common public, and each broadcasting conference terminal all binds an equipment end
Or seat end, it is used for video playing and accessing conference；
The end MCU is used for video conference multiparty control；
The recorded broadcast end is used for video record program request；
The meeting guard system is by being connected to the network and controlling equipment end, seat end, play conference terminal, the end MCU and recorded broadcast
End.
A kind of working method of video customer service system, comprising:
Meeting guard system makes video, and is sent to each broadcasting conference terminal；
All broadcasting conference terminals play general programs, wherein the broadcasting conference terminal at binding seat end plays enterprises
The broadcasting conference terminal of propaganda materials, binding equipment end plays multimedia service information.
A kind of working method of above-mentioned video customer service system, further includes:
Seat end inputs contact staff's work number or upper machine of directly checking card；
Meeting guard system saves and records employee information and working time；
Seat end plays conference terminal accordingly and stops playing propaganda materials, into working interface, and is included in and can provide clothes
In the queue of business.
A kind of working method of above-mentioned video customer service system, further includes:
Equipment end receives user's operation information；
Meeting guard system control equipment end plays conference terminal accordingly and stops playing multimedia service information；
Equipment end, which plays conference terminal accordingly and is included in, waits in line system, prompts the user whether that available free customer service provides clothes
Business or the number for needing to wait in line.
A kind of working method of above-mentioned video customer service system, further includes:
It can guard system inquiry available recorded broadcast end address；
The broadcasting conference terminal and available recorded broadcast end at equipment end and seat end enter the ready meeting in the end MCU simultaneously
In；
Equipment end plays conference terminal receiving position end video pictures accordingly；
Seat end plays conference terminal accordingly and receives video pictures and user that equipment end plays conference terminal accordingly
Operation interface；
Video pictures and acoustic information of the recorded broadcast end Record and Save to equipment end and seat end.
The invention has the following advantages:
1, equipment end: when client needs customer service, a key enters video customer service function interface on self-aided terminal, real
The personalized service of existing " one-to-one " " face-to-face "；The business operation interface for transmitting client simultaneously facilitates the practical guidance behaviour of customer service
Make；Client's idle can also watch multimedia service information, the advertisement screen being effectively utilized on self-aided terminal.
2, seat end: one key of contact staff is checked card machine under upper machine, and record statistics provides service duration, and high definition checks that client is existing
Field environment and guest operation interface.
3, meeting guard system: remote centralized managing customer self-aided terminal equipment and seat call terminal, real-time monitoring terminal shape
State, regular upgrading terminals system；Rational management distributes seat call resource, more one key customer service call tasks of concurrent processing；It provides
Better standby redundancy mechanism, safeguards system stable operation.
4, the end MCU and recorded broadcast end: stablize and video conference service is quickly provided, while multi-channel video service being provided；All visitors
Clothes call and operation have whole video recording tracking in recording and broadcasting system, facilitate backtracking to check, ensure information safety.
Detailed description of the invention
Fig. 1 is a kind of video customer service system of the invention and its working method implementation example figure.
Specific embodiment
The embodiment of the present invention is described in further detail below in conjunction with attached drawing.
As shown in Figure 1, a kind of video customer service system of the invention, including can guard system (video customer service scheduling Account Dept
Point), equipment end (customer self-service terminal), seat end (customer service seat end), play conference terminal, (the video conference multiple spot control of the end MCU
Unit processed) and recorded broadcast end (video record vod server)；
The equipment end and seat end are set in the private network of user；
The business operation interface of client is transmitted for providing customer self-service service in the equipment end, facilitates customer service real
Border guidance operation；
The seat end is checked card machine under upper machine for one key of contact staff, is counted and is recorded the duration of the service of offer, check
Curstomer's site environment and guest operation interface；
The broadcasting conference terminal is set in common public, and each broadcasting conference terminal all binds an equipment end
Or seat end, it is accessed for video playing and meeting；
The end MCU is used for video conference multiparty control；
The recorded broadcast end is used for video record program request；
The meeting guard system is by being connected to the network and controlling equipment end, seat end, play conference terminal, the end MCU and recorded broadcast
End.
A kind of video customer service system of the invention, in general idle, all broadcasting conference terminals play general programs, wherein
The broadcasting conference terminal for binding seat end plays the enterprises propaganda materials such as production safety, corporate culture, binding equipment end
It plays conference terminal and plays multimedia service information.Above-mentioned video is made by meeting guard system and is sent to each broadcasting meeting end
End.
When contact staff starts to work, contact staff inputs contact staff's work number or upper machine of directly checking card at seat end；Meeting
Guard system saves and records employee information and working time；Seat end plays conference terminal accordingly and stops playing propaganda materials,
Into working interface, and it is included in service available queue.
Once there is user to need customer service, meeting guard system meeting intelligent selection is extracted the seat end of current idle, is provided the user with
Service.After service, contact staff can terminate this service by " disconnect and servicing " at seat end, specifically:
Equipment end receives user's operation information；
Meeting guard system control equipment end plays conference terminal accordingly and stops playing multimedia service information；
Equipment end, which plays conference terminal accordingly and is included in, waits in line system, prompts the user whether that available free customer service provides clothes
Business or the number for needing to wait in line.
In embodiment, when general user needs video customer service to provide service, there is " a key customer service " on the interface of equipment end
Key, after user presses the button, meeting guard system receives message, can stop corresponding broadcasting conference terminal to play multimedia money
News will play conference terminal and be included in and wait in line system, prompt the user whether that available free customer service provides and service or need to be lined up etc.
To number.
Prompting message can constantly refresh with actual conditions.When available free customer service, user is the service of acceptable customer service.
Into after video session, the secondary flow client at equipment end can be connected by playing conference terminal, and the interface at equipment end is led to
It crosses secondary flow mode to be sent on the broadcasting conference terminal at seat end, all operations of the user on the interface of equipment end at this time are shown all
It can be embodied in simultaneously on the broadcasting conference terminal interface of contact staff, facilitate contact staff to provide by the operation of user more quasi-
Really effective service.
The intercommunication of the above user and customer service require to participate in service while meeting guard system, the end MCU and recorded broadcast end.
When both sides are ready to enter call:
It can guard system inquiry available recorded broadcast end address；
The broadcasting conference terminal and available recorded broadcast end at equipment end and seat end enter the ready meeting in the end MCU simultaneously
In；
Equipment end plays conference terminal receiving position end video pictures accordingly；
Seat end plays conference terminal accordingly and receives video pictures and user that equipment end plays conference terminal accordingly
Operation interface；
Video pictures and acoustic information of the recorded broadcast end Record and Save to equipment end and seat end.
In the customer service process of complete set, meeting guard system can be led to by the service of some algorithm intelligent scheduling seats
Cross the arrangement of the various factors such as seat free time, service duration and the face-to-face service of client.In addition all broadcastings of the invention
Conference terminal is easy to operate, reliable and stable, can provide 7 × 24 hours and service.The self-service clothes of present system and different departments
Business operation system docking also only needs to provide several business interfaces, can accomplish to respond rapidly to the departments such as various banks, government affairs
It uses.Business handling network and video session Network Isolation can also be passed through terminal and meeting guard system, equipment and seat by the present invention
Being separately connected to realize for Xi Yuhui guard system, is isolated the Office Networks such as bank, government affairs with outer net, both ensure that the peace of Office Network
Quan Xing in turn ensures that the normal table of video session uses.
The above is only the preferred embodiment of the present invention, protection scope of the present invention is not limited merely to above-described embodiment,
All technical solutions belonged under thinking of the present invention all belong to the scope of protection of the present invention.It should be pointed out that for the art
For those of ordinary skill, several improvements and modifications without departing from the principles of the present invention should be regarded as protection of the invention
Range.
Claims (5)
1. a kind of video customer service system, it is characterised in that: including meeting guard system, equipment end, seat end, play conference terminal, MCU
End and recorded broadcast end；
The equipment end and seat end are set in the private network of user；
The business operation interface of client is transmitted for providing customer self-service service in the equipment end, facilitates customer service is practical to refer to
Lead operation；
The seat end is checked card machine under upper machine for one key of contact staff, is counted and is recorded the duration of the service of offer, check client
Site environment and guest operation interface；
The broadcasting conference terminal is set in common public, and each broadcasting conference terminal all binds an equipment end or seat
Xi Duan is used for video playing and accessing conference；
The end MCU is used for video conference multiparty control；
The recorded broadcast end is used for video record program request；
The meeting guard system is by being connected to the network and controlling equipment end, seat end, play conference terminal, the end MCU and recorded broadcast end.
2. a kind of working method of video customer service system according to claim 1, it is characterised in that: include:
Meeting guard system makes video, and is sent to each broadcasting conference terminal；
All broadcasting conference terminals play general programs, wherein the broadcasting conference terminal at binding seat end plays enterprises publicity
The broadcasting conference terminal of data, binding equipment end plays multimedia service information.
3. a kind of working method of video customer service system according to claim 2, it is characterised in that: further include:
Seat end inputs contact staff's work number or upper machine of directly checking card；
Meeting guard system saves and records employee information and working time；
Seat end plays conference terminal accordingly and stops playing propaganda materials, into working interface, and is included in service available
In queue.
4. a kind of working method of video customer service system according to claim 3, it is characterised in that: further include:
Equipment end receives user's operation information；
Meeting guard system control equipment end plays conference terminal accordingly and stops playing multimedia service information；
Equipment end, which plays conference terminal accordingly and is included in, waits in line system, prompt the user whether available free customer service provide service or
The number for needing to wait in line.
5. a kind of working method of video customer service system according to claim 4, it is characterised in that: further include:
It can guard system inquiry available recorded broadcast end address；
The broadcasting conference terminal and available recorded broadcast end at equipment end and seat end enter in the ready meeting in the end MCU simultaneously；
Equipment end plays conference terminal receiving position end video pictures accordingly；
Seat end plays conference terminal accordingly and receives video pictures and user's operation that equipment end plays conference terminal accordingly
Interface；
Video pictures and acoustic information of the recorded broadcast end Record and Save to equipment end and seat end.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910450147.3A CN110213525A (en) | 2019-05-28 | 2019-05-28 | A kind of video customer service system and its working method |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910450147.3A CN110213525A (en) | 2019-05-28 | 2019-05-28 | A kind of video customer service system and its working method |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN110213525A true CN110213525A (en) | 2019-09-06 |
Family
ID=67788942
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| CN201910450147.3A Pending CN110213525A (en) | 2019-05-28 | 2019-05-28 | A kind of video customer service system and its working method |
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Application publication date: 20190906 |