Call center integration with operator services databases

Details Call center integration with operator services databases Call center integration with operator services databases

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/51 (2006.01) H04M 3/523 (2006.01) H04Q 3/66 (2006.01) H04Q 11/04 (2006.01) H04M 3/42 (2006.01) H04M 3/493 (2006.01)

Patent

CA 2242094

(SEE FIGURE I) A call servicing system allows service agents to service calls from customers (1200). The system includes local customer switches (1220), local agent switches (1320), and a customer database connected to a network call center. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents (1300). The customer database (1140, 1150) stores information regarding the customers sending the calls. The network call center receives a call from a first one of the customers, queries the customer database to retrieve customer information corresponding to the first customer, and concurrently routes the customer call and the corresponding customer information to one of the service agents.

Cette invention se rapporte à un système de prise en charge d'appels, qui permet à des agents de prise en charge de prendre en charge les appels provenant de clients. Ce système comprend des standards clients locaux, des standards agents locaux et une base de données clients connectée à un centre téléphonique du réseau. Les standards clients locaux dirigent les appels à destination et en provenance des clients et les standards agents locaux dirigent les appels à destination et en provenance des agents de prise en charge. La base de données clients stock des informations relatives aux clients émettant les appels. Le centre téléphonique du réseau reçoit un appel provenant d'un premier client, interroge la base de données clients pour en extraire les informations client correspondant à ce premier client et achemine en même temps l'appel du client et les informations client correspondantes vers l'un des agents de prise en charge.

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