Customer relationship management system with network contact center server configured to control automated web and voice dialogues
    10.
    发明授权
    Customer relationship management system with network contact center server configured to control automated web and voice dialogues 有权
    客户关系管理系统与网络联络中心服务器配置为控制自动化的Web和语音对话

    公开(公告)号:US08024401B1

    公开(公告)日:2011-09-20

    申请号:US10161040

    申请日:2002-06-03

    IPC分类号: G06F15/16

    CPC分类号: G06Q10/10

    摘要: A customer relationship management system is disclosed for matching a given work item with an agent. The system includes a database to hold customer information, agent information, and system information, and a network contact center server operative to receive the given work item from the customer and route it to the agent based at least in part on the information in the database. The network contact center server is configured to control the conduction of an automated web dialogue with the customer via a separate web server and is further configured to control the conduction of an automated voice dialogue with the customer via an interactive voice response system. The automated web dialogue and the automated voice dialogue are thereby both conductable under the control of the network contact center server.

    摘要翻译: 公开了一种客户关系管理系统,用于将给定的工作项目与代理进行匹配。 该系统包括用于保存客户信息,代理信息和系统信息的数据库,以及网络联络中心服务器,其操作以至少部分地基于数据库中的信息从客户接收给定的工作项并将其路由到代理 。 网络联络中心服务器被配置为通过单独的网络服务器来控制与客户的自动化网络对话的传导,并且还被配置为经由交互式语音响应系统来控制与客户的自动语音对话的传导。 因此,在网络联络中心服务器的控制下,自动化网页对话和自动语音对话由此可以进行。