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    Telemarketing complex performance management system
    1.
    发明授权
    Telemarketing complex performance management system 失效
    电话营销复杂的绩效管理系统

    公开(公告)号：US5164983A

    公开(公告)日：1992-11-17

    申请号：US646922

    申请日：1991-01-28

    申请人： Percy B. Brown ,  Brenda Casselman ,  Gerard Conn ,  Robert A. Malmi ,  Valentine C. Matula ,  Margaret H. Redberg ,  Dimitri T. Stein ,  Bernadette M. Strout

    发明人： Percy B. Brown ,  Brenda Casselman ,  Gerard Conn ,  Robert A. Malmi ,  Valentine C. Matula ,  Margaret H. Redberg ,  Dimitri T. Stein ,  Bernadette M. Strout

    IPC分类号： H04M3/42 ,  H04M3/51 ,  H04M3/523

    CPC分类号： H04M3/523 ,  H04M3/51 ,  H04M3/5237 ,  H04M3/42306 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/5234

    摘要： A telemarketing complex is managed by a system that compiles and processes traffic analysis data obtained from customer premises-based information sources as well as public switched telecommunications network-based information sources, such that service levels are automatically and dynamically balanced among telecommunications centers (TCs) in the complex. Typically, the telemarketing complex is comprised of a plurality of ACDs and a plurality of data centers that may be selectively linked to the (TCs) where the telemarketer receives calls. The system includes: (1) an interface to network-based services that report the origin and destination of each of a plurality of calls received by the telemarketer at all locations; (2) an interface to network-based services that enables the telemarketer to affect changes in call processing logic; and (3) a traffic control center processor (TCCP) that accepts input data from all other elements in the system. The system accumulates performance data at the TCCP from each ACD and telemarketer database located at a data center (DC), while contemporaneously monitoring both the origins and destinations of the plurality of calls received at each ACD as well as the initiation of changes in call processing logic. The system analyzes the data to generate signals for implementing call routing changes needed to balance service levels among ACDs or changes in the staffing force levels at selected TCs where calls are received. The process is accomplished in real time, and is repeated at a desired frequency.

    摘要翻译： 电话营销组合由一个系统进行管理，该系统编译并处理从基于客户驻地的信息源以及基于公共交换电信网络的信息源获得的流量分析数据，使得服务水平在电信中心（TC）之间自动和动态地平衡， 在复杂的。 通常，电话购物复合体由多个ACD和多个数据中心组成，多个数据中心可以选择性地链接到电话购物者接收呼叫的（TC）。 该系统包括：（1）基于网络的服务的接口，其报告所有位置处由电话推销商接收的多个呼叫中的每一个的起点和目的地; （2）基于网络的服务的接口，使得电话推销员能够影响呼叫处理逻辑的改变; 和（3）接收来自系统中所有其他元件的输入数据的交通控制中心处理器（TCCP）。 该系统在来自位于数据中心（DC）的每个ACD和电话销售商数据库的TCCP处累积性能数据，同时监视在每个ACD处接收到的多个呼叫的起始点和目的地以及呼叫处理中的改变的发起 逻辑。 该系统分析数据以生成用于实现呼叫路由改变所需的信号，以平衡ACD中的服务级别或者在接收到呼叫的选定TC处的人员配置级别的变化。 该过程实时完成，并以期望的频率重复。