Converged call center

Details Converged call center Converged call center

H - Electricity

04

M

H04M 3/50 (2006.01) H04L 12/56 (2006.01) H04L 12/66 (2006.01)

Patent

CA 2654760

A converged call center is provided (200). The converged call center provides a switch connectable to a customer through a telephone network. The switch connects to a converge container (Fig. 2, 202) comprising a plurality of applications (Fig. 2, IVR 110, CTI 1 14, CRM 120) necessary for the call center functionality. The converged container (202) is connected to a voice platform (208) to facilitate communication between the applications, the customer, and a customer service representative.

L'invention porte sur un centre d'appels en convergence. Le centre d'appels en convergence est équipé d'un commutateur qui peut être connecté à un client par l'intermédiaire d'un réseau téléphonique. Le commutateur est connecté à un conteneur en convergence comprenant une pluralité d'applications nécessaires au fonctionnement du centre d'appels. Le conteneur en convergence est connecté à une plate-forme vocale afin de faciliter la communication entre les applications, le client et un représentant du service à la clientèle.

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