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    System and method for controlling and monitoring communication between customers and customer service representatives
    2.
    发明公开
    System and method for controlling and monitoring communication between customers and customer service representatives 失效
    系统和方法，用于控制和订户和订户服务代表之间的通信的监视

    公开(公告)号：EP0802664A2

    公开(公告)日：1997-10-22

    申请号：EP97106179.1

    申请日：1997-04-15

    申请人： AT&T Corp.

    发明人： Bentley, John Louis ,  Foladare, Mark Jeffrey ,  Goldman Shelley B. ,  Schryer, Norman Loren ,  Silverman, David Philip ,  Weber, Roy Philip

    IPC分类号： H04M3/50

    CPC分类号： H04M7/003 ,  H04M3/36 ,  H04M3/42221 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5191 ,  H04M7/12 ,  H04Q2213/13349 ,  H04Q2213/13385 ,  H04Q2213/13389

    摘要： The system of the present invention allows a customer to access a company computer system via a data network and to request contact with a customer service representative. The company computer system automatically selects a customer service center and a customer service representative in accordance with a set of selection criteria, including customer preferences. A monitor, also connected to the company computer system via the data network, may choose to accept or to change the selections made by the company computer system. Once a customer service representative has been selected, the company computer system causes a telecommunication control device to connect the customer, the selected customer service representative, and the monitor via a voice network. If a monitor is not available, the company computer system causes the telecommunication control device to connect the customer and the selected customer service representative, and then records the communication therebetween for future review by a monitor. Optionally, the selected customer service representative may initiate data communication with the customer via the data network. The monitor may readily monitor the data communication between the customer and the customer service representative via the data network.

    摘要翻译： 本发明的系统允许用户为通过数据网络访问公司计算机系统和请求与客户服务代表联系。 该公司计算机系统自动选择一个客户服务中心，并在雅舞蹈客户服务代表了一组选择标准，包括客户的喜好。 监视器，即通过数据网络连接到公司的计算机系统，可以选择接受或改变由公司计算机系统所做的选择。一旦客户服务代表已被选择，该公司的计算机系统会导致一个通信控制装置 通过语音网络连接的客户，所选择的客户服务代表，和显示器。 如果显示器无法使用，公司计算机系统使通信控制装置连接客户和所选择的客户服务代表，再由监控器进行通讯记录有方便日后复习之间。 任选地，所选择的客户服务代表可以发起与通过数据网络客户数据通信。 监视器可以容易地监视顾客和通过数据网络的客户服务代表之间的数据通信。