CONTACT CENTER SYSTEM AND CONTACT CENTER PROGRAM

PROBLEM TO BE SOLVED: To flexibly deal with an inquiry or the like from a customer while further reducing initial investment or running cost in comparison with a distributed or home-based call center.SOLUTION: A contact center system is configured to receive input of an inquiry from a customer and p...

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Main Authors YOSHIHAMA KEIICHI, YAHATA SADAFUMI, HAYASAKA HIROAKI, HASHIGUCHI SHIGETAKA, KOZONO SHOICHI
Format Patent
LanguageEnglish
Japanese
Published 15.12.2014
Subjects
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
TELEPHONIC COMMUNICATION
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Summary:PROBLEM TO BE SOLVED: To flexibly deal with an inquiry or the like from a customer while further reducing initial investment or running cost in comparison with a distributed or home-based call center.SOLUTION: A contact center system is configured to receive input of an inquiry from a customer and present an answer to the inquiry to a first information processing terminal and comprises: a contact center server 10 which receives the input of the inquiry and presents the answer to the first information terminal; and second information terminals of persons 12 in charge of support located at different bases. The contact center server 10 includes: an inquiry receiving section 21 for receiving and registering the input of the inquiry; an inquiry deployment section 23 for allocating contents of the inquiry to the persons 12 in charge of support so as to be browsed; an answer registration section 24 for receiving and registering input of answer candidates from persons 12 in charge of support; and an answer search/browsing section 27 for defining predetermined one of the answer candidates as an answer and allowing the customer to browse the answer. 【課題】分散型、在宅型のコールセンタに比してさらに初期投資や運用コストを低減させつつ、顧客からの問合せ等に柔軟に対応することを可能とする。【解決手段】顧客からの問合せの入力を受け付けて、当該問合せに対する回答を第１の情報処理端末に対して提示するコンタクトセンタシステム１であって、問合せの入力を受け付けて回答を第１の情報処理端末に対して提示するコンタクトセンタサーバ１０と、別の拠点に所在するサポート担当者１２の第２の情報処理端末とを有し、コンタクトセンタサーバ１０は、問合せの入力を受け付けて登録する問合せ受付部２１と、問合せの内容をサポート担当者１２に対して閲覧可能として割り当てる問合せ展開部２３と、各サポート担当者１２からの回答候補の入力を受け付けて登録する回答登録部２４と、回答候補のうち所定の１つを回答とし、顧客に対して閲覧可能とする回答検索／閲覧部２７とを有する。【選択図】図１
Bibliography:Application Number: JP20130117532