CN1114881C - 多代理委托跟踪和通知的方法和装置 - Google Patents
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Abstract
用于为宿主机构(11)跟踪客户联系的一种***,利用一个多媒体数据库(57)和所连计算机设备(31)上的用户接口。数据库存储客户通信为全部内容,并通过问题关联各个客户联系,而且用户接口以对象形式显示客户联系通信,例如以图标形式,或以与问题相关的时序字符串形式显示。在一个优选实施例中,接口也提供一个输入设备,以便主代理为客户通信选择适当的响应,为响应而做出委托,为委托分配任务,以及以各种方式(如提醒)通知受输入委托影响的人员,其它通知包括委托完成的和委托未完成。
Description
技术领域
本发明涉及多媒体通信领域,包括常规电话和数据网络电话(DNT),特别涉及跟踪与特定问题有关的通信订单的方法和装置,这些特定问题包括委托决定和委托实现。
背景技术
大型组织机构逐渐依赖于称为呼叫中心***的通信中心来处理客户和顾客事务。这种呼叫中心***根据各种商业计划处理和分发常规的电话呼叫到代理,在许多情况下被改为多媒体中心以处理各种形式的通信,如e-mail、语音邮件、因特网电话呼叫的数据网络电话(DNT)、和常规电话呼叫等其它类似的形式。同样的机构逐渐依赖数字-网络通信技术来增强和促进内部和外部通信,越来越多的企业连接到数字通信网络中,因为这种网络增强了机构的能力,能更快速更高效地运作。这种网络,不管是局域网(LAN)还是广域网(WAN),或两种网络并存,连接企业的行政机构、代理、服务代理、或类似机构,使他们相互之间保持联系,以及通过他们的计算机工作站将他们与外部世界联系。经数字网络联系的这种个体可能以各种方式通过网络通信,如E-mail、传真、可视电话、数据电话、可视邮件、以及可能的其它的数字通信方式。
本专利申请的一个特别兴趣在于,大型机构和这些机构的客户之间的通信。例如,销售技术复杂的产品的企业和它们顾客之间的通信。
客户或顾客与大型企业的代表(代理/代理)之间的成功通信对于这些机构的兴盛是至上的。例如,商业联系信息必须被记录下来,代理应该能够利用这些信息。顾客信息必须不断更新,并且存储起来用作进一步的参考。在一个大型机构中,所有重要的通信事件被记录下来经常是很关键的,以便重要的信息不被丢失,而且通信记录也可保留用作多种用途。我们能完全理解,改进的通信能力增强了企业的效率和效益。
由于大量的通信事件通常由个人来完成,他们向大型企业的顾客或客户销售产品或提供服务,并且由于有必要记录这些通信事件,许多企业运行了大家熟知的客户联系管理软件。客户联系管理软件允许销售/服务代理以及类似代理将有关客户联系的重要信息有效地存储在数据库,以便日后浏览。适当的信息可记录到一个客户联系管理***中,而且在日后可以计算机速度恢复,由此使代理能提高与分配给他的任务有关的工作效率。
客户联系管理软件通常综合了文字处理器、通信包、日历/时间安排程序、和数据库管理器的功能,能管理与日常事务相关联的信息。这些功能提供诸如保持一天或一周的约会记录,保持一个客户回叫列表,更新客户活动的报告、未完成工作相关的提示等等能力。可为新客户生成标准商业信函的定制版,以及为其它类型的任务指定服务主机,其中要求合并和连接不同的客户信息。
目前在商业上有好几种不同版本的客户联系管理软件,适合于不同的需要。一般来说,在一个代理精通这种应用之前,需要多次训练使用计算机命令、输入参数以及类似操作。
在客户联系管理上被忽视的一个需要是必须处理委托和实现委托。一个代理或服务代表经常与顾客或客户作口头或书面委托,或以自己或其它代理或服务雇员的名义与客户联系。在一些大型企业中,日常工作可能是众多代理作多个代理委托。当然理想情况是能及时处理好这些委托的代理,不能及时处理好委托将破坏一个企业的声誉。在一个代理以另一代理名义做出口头委托的情况下,及时通知执行该任务的代理是很重要的。在工作节奏很快的环境中,很难确保对客户的口头委托和类似委托被保持,或很难跟踪这些代理事务和确保采取的适当的措施。常见情况是,作出委托的代理忘记了委托的具体细节,或忘记通知以其名义作出委托的适当代理。
常规的客户联系管理软件的一个问题在于,它不能正确地定位跟踪客户特殊需求的问题,以及不能定位特定委托,并将它们以适当通知和跟踪分配到合适的代理。通知事件通常受限于安排会议、约会、重要的时间性强的任务,等等。此外,现有技术的客户联系管理应用不具备通过诸如E-mail、语音邮件等多媒体介质类型通知代理的能力。一般来讲,代理必须接入该客户联系管理***以获得任何信息,而且一般来讲,接入信息精确到该代理的原始记录信息。
确实需要的是一种在问题明确的方式下跟踪客户联系的方法和装置,该方法和装置带有设备,用以记录和存储代理向客户做出的委托信息,或以自己名义或以其它代理的名义与客户的联系信息,而且接着在委托实现日期之前通知相关的所有代理。这种方法和装置将大大改善企业内部和外部的通信,由此提高效率和信誉。
发明内容
本发明的一个优选实施例中,在一个网络化的通信***中,以宿主机构名义提供一种记录和跟踪客户联系的方法,该方法包括步骤:(a)存储与客户往返通信的全部内容,作为多媒体数据库的实体;(b)由问题关联数据库中的实体;(c)在PC工作站的视频设备上显示面向对象的接口,该接口的特征在于,数据库实体可被恢复和并以问题相关的时序字符串对象显示。可通过在显示设备上选择实体对象而回顾显示为一个对象的一个实体的全部内容。实体可包括一个或多个以文本显示的扫描文档,以文本显示的e-mail文档,以文本显示的传真文档,根据数字存储实体记录的谈话重放的音频,以及任何其它类型的可存储的客户联系通信。
在一个进一步的实施例中,提供步骤(d),用于由客户通过在接口的响应窗口选择一个对象为一个通信初始化一个响应,可选对象至少包括e-mail,语音消息、传真、以及信函文档。这个步骤可进一步包含记录与所选响应相关的一个委托,该委托包括被指定来完成该委托的一个或多个人的识别码,以及该委托的有效期限。该步骤还包括在委托期限之前,一次或多次通知受所作委托影响的人员。同样,也可就委托需求可实现或委托已完成做出通知,或就不能满足委托需求或尚未完成委托做出通知。
本发明的另一情形是提供一种***,用于以宿主机构的名义记录和跟踪客户联系。该***包含一个多媒体数据库,用于存储往返客户的通信的全部内容作为数据库实体,实体在数据库中通过问题关联,PC工作站的视频显示的面向对象的接口与多媒体数据库关联。该接口的特征在于,数据库实体可被记忆和显示为与问题相关的时序字符串对象。通过在显示器上选择实体对象来回顾显示为对象的一个实体的全部内容可。实体可包括一个或多个以文本显示的扫描文档,以文本显示的e-mail文档,以文本显示的传真文档,以及根据数字存储实体记录的谈话重放的音频。
本发明的一个重要情形是,接口还包含一个响应窗口,该窗口有代表响应选择的可选择对象,其中用户可选择一个对象来启动一个对客户通信的响应。这种响应选择至少包括e-mail,语音消息、传真、以及信函文档。还有一个与响应窗口相关联的委托功能,其中,用户可输入与所选响应相关的委托,该委托包括指定完成该委托的一个或多个人员的识别码,以及该委托的有效期限。在这个观点上,与一个响应相关联的委托被记录在数据库中,而且数据库在委托有效期限之前通知与该委托相关的一个或多个人。该数据库在委托实现和关闭时,也可通知包含做出委托的人在内的一个或多个人,以及在委托没有实现和关闭时,通知一个或多个人。
本发明再一种情形,提供一个多媒体呼叫中心***,该中心包括多个代理站,每个代理站都有具有多媒体能力的个人电脑和视频显示设备(PC/VDU),并适用于数据网络电话(DNT);包括一个局域网,该局域网在呼叫中心***中连接各代理站,连接代理站到一个或多个通信网络;该中心还包括一个连接到LAN的多媒体数据库。该数据库用于存储往来客户的通信的全部内容作为数据库实体,实体在数据库中通过问题相关,并在各自的PC/VDU上显示面向对象的接口,该接口的特征在于,数据库实体可被记忆和显示为与问题相关的时序字符串对象。数据库进一步还可展示所有前述属于本发明的***的特征。
在各个实施例中,显然,本发明的***提供了一种装置和方法,用于记录和跟踪在商业交易中所做的委托,所用方式增加了这种委托保持和实现的可能性,而且本发明也提供了一种方法和装置,以现有的最大可用信息的专业方式处理客户需求,这就是来自多媒体数据库的可用完全内容实体。
附图说明
图1为一个呼叫中心***环境的概述,其中委托跟踪和通知是根据本发明的一个实施例进行的。
图2为根据本发明的一个实施例的委托跟踪和通知***的示例性代理接口。
图3为工作流程图,示意了根据本发明的一个实施例的委托跟踪和通知软件的基本步骤。
具体实施方式
图1为一个典型的呼叫中心***环境的概述,其中委托跟踪和通知是根据本发明的一个实施例进行的。电话网络结构11包括一个企业呼叫中心***17,在本例中同时连接公众交换电话网(PSTN)13和广域数字网(WAN)15,广域网15可以是公众因特网或其它数字网络。在这个特定的实施例中,呼叫中心***17能同时处理常规电话呼叫(可分类为面向连接的交换电话(COST)呼叫),和数据网络电话(DNT)呼叫(可为专用数字网络上的DNT呼叫,或根据如因特网协议的协议呼叫)。DNT呼叫的特征在于,相对于COST呼叫的专用连接,DNT呼叫的数据是作为编上地址的数据分组传输的。如图所示,PSTN13可为一个专用,而不是公用COST网络。WAN15可为一个企业内联网、因特网或其它类型的技术上熟知的WAN。
输入的COST呼叫到达网络13中具有代表性的网络级电话交换装置19,并通过干线23连接到呼叫中心***17内的中央电话交换装置27。由交换装置27,呼叫根据现有的路由规则,通过内部线路56被路由到各代理的电话47、49、51和53,这些电话分别位于各代理的工作站31、33、35和37内。其它通常与计算机集成电话(CIT)网络相关联的设备,如CIT处理器、路由器以及类似设备未在该图示出,但被假定为出现在该实施例中,而且可被连接到呼叫中心***的交换装置27和/或局域网55。
输入的DNT呼叫,以及如E-mail、语音邮件等其它通信事件,到达WAN15中代表性的路由节点21,而且通过代表性的数字连接25被传递到呼叫中心***17内的路由节点29。一旦呼叫到达节点29,根据现有的路由规则,它们通过LAN55被路由到如PC/VDU39、41、43或45的个人计算机视频显示设备(PC/VDU),这些设备分别位于各代理的工作站31、33、35和37内。
在示出的示例性***和呼叫中心***中,设备和应用适于为每个代理工作站提供多媒体操作,这样代理就可以多种不同方式与客户联系,这在多媒体技术中是熟知的。
在本发明的一个优选实施例中,每个PC/VDU(如位于代理工作站31的PC/VDU39)根据本发明的一个实施例用于执行一个包含委托跟踪的客户联系跟踪和通知的实例。这个应用能使某代理根据时间顺序、问题、争论点、和/或其它标准跟踪多媒体通信流,以及使某代理能在一个呼叫或其它通信事件发生期间或发生之后的瞬间、以及其它必要时刻录入相关数据。与交易有关的适当的数据在本例中被录入到与LAN 55相连的多媒体信息***(MIS)57中(包含一个多媒体数据库)。例如,一封信函可被扫描到MIS 57,或一份传真、E-mail、文档、口头交易等可经技术上已知的方法镜像到数据库中。该客户应用同时也提供一个响应选项盒,它适合于标准化的企业响应提出。通过提供标准化的图标操作代表响应,客户接口对用户友好,允许一个代理通过双击一个图标,从而将一个响应输入***。然而,在某些实施例中,典型命令也可与图标组合使用,或单独使用。对通信事件的响应可能是前一事件中做出的委托,或简单地为顾客的请求动作。下面将进一步详细描述这些功能。
本发明的实施例中通信软件的一个独到之处在于,它能自动向以某种方式与数据库连接的相关人发送未完成的委托的紧急通知。例如,如果一个特定代理做出了一个委托,那么在委托有效期限之前,就要通知做出委托的这个代理、通知以其名义做出委托的代理、通知所选的监督人和审计员、维修人员、技术人员以及其它可能涉及人员等。此外,如果做出委托的第一代理通知不到,那么基于能完成任务的技术队伍,为该应用寻找下一个最佳代理。
本发明的实施例中委托跟踪和通知软件的另一重要和独特特征在于,多媒体连接是可能的。例如,E-mail、传真、I-电话、语音邮件和其它介质可被跟踪和通知软件用于发送通知到代理,只要它们的参数对于***是有效的,而且***可应用内部拨号、E-mail功能等。
此处提供的例子中,一个专利申请在MIS57内驻留和执行,并组织和存储通信事件。事件可以多种方式分类、存储和提供。例如,在一个实施例中,通信历史可以特定顾客唯一的字符串或线程(顺序)提供。顾客可以是包含几个不同合同的一笔生意,或是诸如买者或卖者的单个实体。诸如高级经理、项目管理人等的内部实体也可输入到数据库,并分配给他们唯一的线程。通过这个方式,可通过***处理内部的和外部的通信和委托。在另一种独特技术中,通信事件是由一个与特定问题或争论点对应的字符串表示的。如果这是该问题(争论点)的第一个呼叫(引入),那么代理将分配一个标识符到该问题或争论点。与同一问题或争论点有关的接下来的通信事件和委托接着被审查、跟踪以及显示,而且可通过这个特定问题或争论点做出通知、分类。下面将进一步详细描述委托跟踪和通知软件的特有操作。
图2为方框图,示意了根据本发明的一个实施例的宿主机构委托跟踪和通知***的操作。主机的客户59,在本例中为AA钢材,有合法的联系人X、Y和Z,它们列为AA钢材内授权与宿主机构相互联系的个人。所有有关与顾客59进行的生意信息被输入到委托跟踪和通知软件的多媒体数据库,如联系姓名、电话号码、传真号、E-mail地址、买卖信息等等。
呼叫中心***中主机的代理在与全体顾客59进行交易时,通信事件被输入到数据库,并根据问题组织事件。给与一个特定问题有关的所有通信事件分配一个该问题的唯一线程。显然对于本发明的技术人员来说,可通过标志技术等类似技术应用这种标识符。例如,问题I是连接三个通信事件A、B和C的一个线程。所有三个事件A、B和C是关于问题I的,问题I可为任何涉及从一个简单的销售定购到一个复杂的工程项目的问题。由于问题可如上述一样简单或复杂,相关通信事件的数量也可随之改变。
诸如问题I的一个问题,直到有关问题I的所有委托全部实现才能解决。问题I虽然暂时被解决了,但如果由于某种原因顾客有关于该同一问题的附加要求,可能有通信事件和进一步的委托被加入到问题I中。显然对本领域的技术人员来说,通过问题组织的方式有很多选择,显然一个问题必须在通信的初始阶段被命名和分配,这样的话联系才能通过问题记录下来。
参考图2,问题I示出了第一个通信事件A为从联系Y接收一封信函,第二个通信事件B为打给联系Y的电话,而在第三个通信事件中给联系Y发一个传真。由End方块D表示问题I已被完满地解决。
举例来说,事件A可能为一封信函,询问一定产品在各种数量级上的报价。该信函被扫描和输入到图1的多媒体数据库MIS57。事件B例如为口头上的答复电话,针对客户联系A在事件A上询问的报价。在事件B期间,代理向客户联系B委托传真一个包含手写报价的正式答复。呼叫B被数字记录且输入到数据库,通过问题字符串连接到事件A。当决定委托时,尽管未在事件字符串中示出,但本发明的通信应用允许(和要求)做出委托的代理输入该委托,这个委托被记录为与事件B有关。在事件C之前的某点上,***通知代理编写和发送传真,即事件C为向事件B中的客户联系Y发送对委托的正式传真答复。当传真被送出时,它被拷贝到MIS57的数据库作为事件C。传真被发出后,代理选择关闭该问题,***报告问题I已解决,如End方块D表示。
在示出的例子中,可选择性地在接口提供事件字符串。也就是说,代理可提出一个问题以进一步动作,或提出几个问题,或回顾有关一个特定公司的所有问题。多媒体数据库的特性允许所有进入数据库的代理或个人记录或回顾所有通信。在有关问题I的接下来的客户联系中,例如,涉及呼叫Y的代理可双击表示始发信函(事件(A))的图标,重新阅读该信函。类似地,呼叫可重放,e-mails可重读,其它信件可细读等等。这些特征允许代理和接触中的客户回顾和证实问题、观点、委托等等,以更好地解决和指导随后的问题的解决,以及对与客户的所有联系提供全部的审查。在特定的实施例中,所有的编辑和清除能力提供有适当的安全机制和备份功能,以便数据库能通过时间对旧信息和类似信息进行适当的管理。
在字符串中代表问题I的通信事件A、B和C表示已发生的实际事件。由于一个事件可能是前一事件中许诺委托的实现,通知事件(在此实施例中未记录)将在通信事件之间预定的时间表中发生。例如,事件B期间,一个代理许诺发送一个包含正式报价的传真答复到联系Y。可能,代理和客户代表商定在24小时内编写和发送传真答复。当代理输入提出的答复作为一个委托,通过下面将进一步详细描述的本发明的一个特征,***记录该委托,并可能在委托到期之前两小时通知代理和该委托的性质。
在另一个可选实施例中,委托可通过基于如可用性做出,而不是基于时间。一个客户可能要求在一种新型产品可以发售时得到通知。代理做出这种委托,并输入委托I到数据库***。当***中的信息指示该种新型产品可用于销售,***将接着通知合适的代理人来通知顾客和完成委托。
在有关图2的实例中,要求有一份传真提供特定产品不同订货数量的报价。这个委托要在24小时内实现。可能的是涉及呼叫Y的代理并未被授权做出这种报价,但另一位代理可以。于是由被授权的代理做出委托,***接着通知原代理已做出该委托,做出答复的代理接着被通知指定的时间快要到了。本领域的技术人员会认识到,这个示例性情形只是多种可能性中的一种。维修和调试人员访问顾客的前提是,例如,以这种方式为维修技术人员等类似人员制定时间表。事实上,根据商业计划形成和输入到根据连接宿主机构个人的通信设备的通信应用,可做出任何类型的委托和通知,如基于时间性的、基于可获取性的、或基于任何其它合适的标准。
在事件中,客户就接下来的问题与代理联系,但在此之前并未给特定的问题分配参考号,于是提供搜索设备以便代理能发现新交易所需的正确字符串。
再参考图2,问题II已建立,而且已达成第一个通信事件E。其中,已从顾客59的联系A接收到一个传真。代理将已经是数字形式的传真文档镜像到数据库中,由此记录事件E,如图所示,***将其显示为一个传真图标。在各种实施例中,应用内部例程在需要时执行数据协议间的转换,如文字到语音、字符识别等类似转换。代理接着呼叫联系X以响应传真请求,代理将呼叫的数字记录镜像到数据库产生事件F。之后不久,从联系X接收有关问题II的实时呼叫61。在呼叫61期间,代理打开了一个委托接口63,提供委托和答复的选项。在一个实施例中,其中如E-mail、DNT呼叫、传真等多媒体事件被接收,事件可能自动完成到数据库的镜像而不要求代理作任何输入。
在客户接口63内,有好几个不同图标代理不同答复选项。在这个例子中,有6个选项:电话图标、传真图标、信函图标、技术派遣图标、E-mail图标以及约会图标。答复选项的数量仅受该机构能力和提供服务的限制。例如,代表多媒体通信的图标指示呼叫中心***所拥有的能力。代表约会或技术派遣等类似图标可能连接到受通知影响的部门的通信终端。为进一步说明情况,例如,如果呼叫61正要求一个技术员来到一个工作地点,那么代理可双击技术图标,打开目前在位的技术人员及其工作负荷的列表。如果在联系X请求期间某个技术员正好空闲,那么代理选择该技术员,***接着通知该技术员委托的约定时间,以及提醒他在期限之前完成委托,而且有足够的时间允许提供一个合理的答复。
委托跟踪和通知软件与适当的硬件和附加的软件程序,如调制解调器软件、状态报告软件、路由软件等类似软件组合在一起,向第三方人员提供带时限的通知并跟踪他们的行为。
商业路由规则可用于委托通知,这样的话,如果目标代理不能完成一个特定的委托,那么可通知下一个可能的代理(基于技术技能)来接管该委托。委托通知也可发送到一个以上的个人,如所涉及人员的列表。监督者可能可接收到由他们的下属做出的委托通知,以进行性能评估等等。
显然对本领域的技术人员来说,委托跟踪和通知软件可修改以适合如销售、服务、大型工程项目等的不同环境。在一个优选实施例中,***以下述方式提供一个接口:***提供商的代表可与潜在的用户商议,可增加或激活用户所确定需要的那些功能。
软件的多媒体处理能力能使代理通过简单地镜像传真文档、语音文件、文字文档等到数据库,减少在输入数据上所消耗的时间。
图3为工作流程图,示意了根据本发明的一个实施例的委托跟踪和通知软件的基本步骤,其中以输入通信事件65开始该处理。在步骤67,代理在鉴别通信事件65期间,或在鉴别完之后立即打开他的客户接口。在许多情况下,客户接口可能已经打开,或总是开着。通信事件65可能是一个电话呼叫、一封信、一个DNT呼叫、一个传真、一个E-mail,或前述任何所支持类型的媒介。在步骤69,代理使用客户接口接入多媒体数据库,并确定与事件65相关联的问题线程。
如前所述,事件65可能为关于一个新问题的第一次通信,在这种情况下,将给于该联系一个新的标识。事件65也可能为现有问题字符串的接续联系。如果事件65为所解决问题的一部分,那么它可添加到所解决问题的线程中,而且可再现旧的问题。如果该事件是关于未解决问题的下一次通信,那么它可添加作为下一个通信。如果该联系不知道或不记得分配给事件65的问题的参考号,那么代理经搜索引擎输入一个相关字符串或类似输入来搜索该问题。
再参考图3,代理在步骤71将事件65输入到多媒体数据库。这个步骤可能涉及扫描信件、镜像传真或文档到数据库、镜像语音文件或数字电话记录到数据库等等。由于多媒体是委托跟踪和通知软件支持的,输入通信事件要比现有技术下的客户联系管理软件容易得多。
在步骤73,代理基于事件65的要求或基于事件65期间对联系做出的委托,选择一个响应选项。例如,如果事件65是一封信函要求传真回执,那么代理将选择传真响应。如果事件65为一个呼叫,要求派遣技术员到一个工作地点,那么代理选择技术派遣选项,等等。
一旦在步骤73已选择了一个响应选项,接着在步骤75给代理提供一个选项,以输入委托的通知参数和其它相关参数。例如,提供一个包含通知参数的对话框,以便代理能指定委托和提供适当的限制,如时间或可用性,以通知履行委托方。在步骤75,代理可分配委托给自己或他方,这取决于委托类型。在一些情况下,简单的传真响应就足够了,代理可选择现在就发送传真,而之后不用通知,或者在其后的一个约定时间发送传真,和在约定事件之前通知。在其它情况下,多个个人可能被要求履行一个委托,如根据客户联系显示的时间表在某个项目点召集会议,这种可能性基本上不受限制。
在步骤75输入所有必要的参数后,在步骤77,***通知被指定委托的一方或多方,以及在委托的实际期限之前适当的时间再一次通知。这个处理的独特之处在于,它考虑了参与组成动态工作队伍的个人的状态。例如,在通知时,一个或多个被通知方可能不能履行许诺的委托。可能的原因是,代理不在这个区域,或指定的人正处于优选于前一委托的工作中。通过使用注册到***的如当前技术级别和个人操作状态的已知信息,***能再指定委托到能履行该委托的下一个最佳人选,接着发通知到新指定的人选。
通过连接***到内部电话网络、E-mail***、或甚至可能是如遥控***或移动设备的无线***,委托和跟踪软件可通过任何媒介类型发送通知。这个特性使得在如大型工程项目等使用移动设备时对***特别有用。野外的技术人员可接收到其所有约定工作的适当通知。
一旦一个委托已经完成,那么在步骤79必须将完成的工作输入到数据库,以便***在步骤81报告问题已解决。完成的委托可以为传真、或E-mail响应,或一些其它最后的通信事件。在这种情况下,它被输入作为问题线程上的一个通信事件,接着线程由完成最后委托的个人或发起委托的代理关闭。在最后委托为技术人员上门服务等的事件中,当工作完成时技术人员回报,负责检查技术人员工作的监督人或个人可输入评语,并关闭该线程。如果该问题接下来被提出来审阅,***将如前所述在步骤81报告问题已被解决。
在一个优选实施例中,本发明的***可适合于全程跟踪与委托做出、委托满足、发出通知等相关的数据。成功的目标和关系可由监督人员或管理人员设定更,这与通知级别等相关。例如,可以这样设置委托满足门限:只要达到门限,未完成委托的通知只发给最初委托代理和相关人员。如果没有达到第一范围的门限,那么通知更高一级的监督人员。如果委托操作进一步变坏,那么通知更高级别的管理人员,并发出刺耳的告警声。在一些实施例中,随着成功的委托完成的下降,也作出针对新委托的更高级别的通知,同时也自动建立更复杂和更苛刻的路径。这些功能也以标准组件的形式提供,这样经调整后应用可适合根据本发明的实施例***的用户需要。
显然对本领域的技术人员来说,本发明的方法和装置可应用于各种类型的网络结构,如LAN、WAN、无线网络等。同样,对本领域的技术人员来说,该***可用于内部和外部通信,覆盖企业机构、外部销售、派遣技术队伍、报表操作等。
显然对于本领域的技术人员来说,委托跟踪和通知软件可与路由软件例行程序综合,以便***可重新指定委托到下一个最佳人选,该人选是***所知晓的具有所要求的技能水准、能够完成委托的人,而且在委托申请时他又在位。此外,通过在一段时间内跟踪对一定联系的特定委托的特征和频率,可开发一个预测性的通知处理,以便提醒代理,顾客提出的要求很有可能不能实现。
在一个实施例中,在一个特定周期之前进行的以往的商业数据可转移到另一存储设备归档,以便节省***内存。而且,***可通过给功能元件和存储过程增加更多内存空间而扩展。有许多种可能的实施例,其中许多已经提出。本发明仅受所附的权利要求书的限制。
Claims (26)
1.在网络化通信***中,一种以宿主机构名义记录和跟踪客户联系的方法包括步骤:
(a)存储与客户往返通信的全部内容,作为多媒体数据库的实体;
(b)由问题关联数据库中的实体;以及
(c)在PC工作站的视频设备上显示面向对象的接口,该接口的特征在于,数据库实体可被恢复和并以问题相关的时序字符串对象显示。
2.根据权利要求1的方法,其中显示为对象的一个实体的全部内容,可通过在显示设备上选择实体对象来回顾。
3.根据权利要求2的方法,其中实体可包括一个或多个以文本显示的扫描文档,以文本显示的e-mail文档,以文本显示的传真文档,根据数字存储实体记录的谈话重放的音频。
4.根据权利要求1的方法,还包括步骤(d),客户通过在接口的响应窗口选择一个对象为一个通信初始化一个响应,可选对象至少包括e-mail,语音消息、传真、以及信函文档。
5.根据权利要求4的方法,其中步骤(d)还包括记录与所选响应相关的一个委托,该委托包括被指定来完成该委托的一个或多个人的识别码,以及该委托的有效期限。
6.根据权利要求5的方法,其中在步骤(d),多媒体数据库用于记录做出的委托,以及在委托期限之前通知与该委托相关联的一人或多人。
7.根据权利要求6的方法,还包括步骤(e),用于在委托满足和关闭时,通知一人或多人。
8.根据权利要求7的方法,其中步骤(e)还包括在做出且被记录的委托未满足和关闭时,通过多媒体数据库通知一人或多人。
9.一种以宿主机构名义记录和跟踪客户联系的***,包括:
一个多媒体数据库,用于存储与客户通信往来的全部内容作为数据库实体,通过问题使数据库中的实体相关;以及
位于PC工作站的视频显示设备上的面向对象的接口,它与多媒体数据库耦合,接口的特征在于,数据库实体可以与问题相关的时序字符串形式被恢复和显示为对象。
10.根据权利要求9的***,其中显示为对象的一个实体的全部内容,可通过在显示设备上选择实体对象来回顾。
11.根据权利要求10的***,其中实体包括一个或多个以文本显示的扫描文档,以文本显示的e-mail文档,以文本显示的传真文档,根据数字存储实体记录的谈话重放的音频。
12.根据权利要求9的***,其中接口还包括一个响应窗口,该窗口具有可选的对象代表响应选择,其中用户可选择一个对象来启动对一个客户通信的响应。
13.根据权利要求12的***,其中响应选择至少包括e-mail、语音消息、传真以及文档。
14.根据权利要求12的***,还包括一个与响应窗口相关的委托功能,其中用户可输入一个与所选响应相关的委托,该委托包含被指定履行该委托的一人或多人的标识,以及该委托指定的有效期限。
15.根据权利要求14的***,其中与一个响应相关的委托被记录在数据库,数据库在委托期限之前通知与该委托相关的一人或多人。
16.根据权利要求15的***,其中数据库在委托满足和关闭时,通知包含做出委托之人在内的一人或多人。
17.根据权利要求15的***,其中如果委托未满足和关闭时,数据库通知一人或多人。
18.一种多媒体呼叫中心***,包括:
多个代理站,每个代理站拥有一台多媒体个人电脑和视频显示设备(PC/VDU),用于数据网络电话(DNT);
一个局域网(LAN),连接呼叫中心***中的代理站,以及连接代理站到一个或多个通信网络;以及
一个连接到LAN的多媒体数据库;
其中数据库用于存储与客户通信往来的全部内容作为数据库实体,实体在数据库中通过问题关联;该数据库还用于在各个PC/VDU显示一个面向对象的接口,接口的特征在于数据库实体以与问题相关的时序字符串的形式被恢复和显示为对象。
19.根据权利要求18的呼叫中心***,其中显示为对象的一个实体的全部内容,可通过在显示设备上选择实体对象来回顾。
20.根据权利要求19的呼叫中心***,其中实体包括一个或多个以文本显示的扫描文档,以文本显示的e-mail文档,以文本显示的传真文档,根据数字存储实体记录的谈话重放的音频。
21.根据权利要求19的呼叫中心***,其中接口还包括一个响应窗口,该窗口具有可选的对象代表响应选择,其中用户可选择一个对象来启动对一个客户通信的响应
22.根据权利要求21的呼叫中心***,其中响应选择至少包括e-mail、语音消息、传真以及文档。
23.根据权利要求21的呼叫中心***,还包括一个与响应窗口相关的委托功能,其中用户可输入一个与所选响应相关的委托,该委托包含被指定履行该委托的一人或多人的标识,以及该委托指定的有效期限。
24.根据权利要求23的呼叫中心***,其中与一个响应相关的委托被记录在数据库,数据库在委托期限之前通知与该委托相关的一人或多人。
25.根据权利要求24的呼叫中心***,其中数据库在委托满足和关闭时,通知包含做出委托之人在内的一人或多人。
26.根据权利要求24的呼叫中心***,其中如果委托未满足和关闭时,数据库通知一人或多人。
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US09/071,467 | 1998-04-30 | ||
US09/071,467 US6044368A (en) | 1998-04-30 | 1998-04-30 | Method and apparatus for multiple agent commitment tracking and notification |
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CN1114881C true CN1114881C (zh) | 2003-07-16 |
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CN99805647A Expired - Lifetime CN1114881C (zh) | 1998-04-30 | 1999-04-26 | 多代理委托跟踪和通知的方法和装置 |
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US (5) | US6044368A (zh) |
EP (1) | EP1090363A4 (zh) |
JP (1) | JP2002513186A (zh) |
CN (1) | CN1114881C (zh) |
AU (1) | AU754948B2 (zh) |
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WO (1) | WO1999056229A1 (zh) |
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EP1090363A4 (en) | 2004-11-17 |
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