BRPI0806099A2 - method, system, and device for processing information through a multimedia contact center - Google Patents

method, system, and device for processing information through a multimedia contact center Download PDF

Info

Publication number
BRPI0806099A2
BRPI0806099A2 BRPI0806099-1A BRPI0806099A BRPI0806099A2 BR PI0806099 A2 BRPI0806099 A2 BR PI0806099A2 BR PI0806099 A BRPI0806099 A BR PI0806099A BR PI0806099 A2 BRPI0806099 A2 BR PI0806099A2
Authority
BR
Brazil
Prior art keywords
information
service
service rule
contact center
processing
Prior art date
Application number
BRPI0806099-1A
Other languages
Portuguese (pt)
Inventor
Zhiyong Wu
Original Assignee
Huawei Tech Co Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Huawei Tech Co Ltd filed Critical Huawei Tech Co Ltd
Publication of BRPI0806099A2 publication Critical patent/BRPI0806099A2/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/214—Monitoring or handling of messages using selective forwarding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5141—Details of processing calls and other types of contacts in an unified manner

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)
  • Information Transfer Between Computers (AREA)
  • Computer And Data Communications (AREA)

Abstract

MéTODO, SISTEMA E DISPOSITIVO PARA PROCESSAR INFORMAçõES POR UM CENTRO DE CONTATOS DE MULTIMìDIA. A presente invenção refere-se a um método para processar as informações por um centro de contatos de multimidia, o qual inclui as seguintes etapas: armazenar as informações de serviço que correspondem às informações de contato de cliente, e as informações de regras de serviço que correspondem às informações de serviço; corresponder às informações de contato de cliente adquiridas com as informações de serviço de acordo com uma relação correspondente armazenada; corresponder ás informações de serviço com uma regra de serviço; compilar a regra de serviço correspondida para gerar um script de execução de regra de serviço; e executar a regra de serviço de acordo com o script de execução de regra de serviço de modo a obter um resultado de execução da regra de serviço. Um sistema e um servidor para processar as informações por um centro de contatos de multimidia são adicionalmente providos. As mesmas informações enviadas por diferentes canais são uniformemente processadas de modo a assegurar uma consistência dos resultados de processamento. Além disso, como tanto as informações de histórico de contato de cliente quanto as informações de histórico de regras de serviço são salvas, as informações de diferentes canais e do mesmo canal podem ser convenientemente compartilhadas.METHOD, SYSTEM AND DEVICE FOR PROCESSING INFORMATION THROUGH A MULTIMEDIA CONTACT CENTER. The present invention relates to a method for processing the information by a multimedia contact center, which includes the following steps: storing service information that corresponds to customer contact information, and service rule information that correspond to service information; match customer contact information acquired with service information in accordance with a corresponding stored relationship; match service information with a service rule; compile the matched service rule to generate a service rule execution script; and executing the service rule according to the service rule execution script to obtain a service rule execution result. A system and a server for processing the information through a multimedia contact center is additionally provided. The same information sent across different channels is uniformly processed to ensure consistency of processing results. In addition, because both customer contact history information and service rule history information are saved, information from different channels and the same channel can be conveniently shared.

BRPI0806099-1A 2007-09-19 2008-09-05 method, system, and device for processing information through a multimedia contact center BRPI0806099A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN2007101541480A CN101159730B (en) 2007-09-19 2007-09-19 Information processing method, system and device of multimedia affiliation center
PCT/CN2008/070932 WO2009036661A1 (en) 2007-09-19 2008-05-09 Method, system and apparatus for processing information in a multimedia contact center

Publications (1)

Publication Number Publication Date
BRPI0806099A2 true BRPI0806099A2 (en) 2011-08-30

Family

ID=39307649

Family Applications (1)

Application Number Title Priority Date Filing Date
BRPI0806099-1A BRPI0806099A2 (en) 2007-09-19 2008-09-05 method, system, and device for processing information through a multimedia contact center

Country Status (4)

Country Link
CN (1) CN101159730B (en)
BR (1) BRPI0806099A2 (en)
WO (1) WO2009036661A1 (en)
ZA (1) ZA200905479B (en)

Families Citing this family (15)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101159730B (en) * 2007-09-19 2011-08-10 华为技术有限公司 Information processing method, system and device of multimedia affiliation center
JP5115746B2 (en) * 2009-01-28 2013-01-09 Ｎｅｃビッグローブ株式会社 COMMUNICATION SYSTEM, SERVER DEVICE, INFORMATION PROCESSING METHOD, AND PROGRAM
CN102546989B (en) * 2010-12-07 2016-08-03 中国电信股份有限公司 The quick forwarding method of complex telephone traffic and system
KR101699918B1 (en) 2012-06-22 2017-01-25 구글 인코포레이티드 Ranking nearby destinations based on visit likelihoods and predicting future visits to places from location history
CN103440128B (en) * 2013-08-21 2016-08-10 交通银行股份有限公司 Data processing method and device
CN105306349A (en) * 2015-11-16 2016-02-03 中国建设银行股份有限公司 Routing processing method and routing processing system
CN106453977A (en) * 2016-09-14 2017-02-22 广东亿迅科技有限公司 Comprehensive queuing method for multimedia comprehensive customer service representatives
CN107679116A (en) * 2017-09-18 2018-02-09 阿里巴巴集团控股有限公司 Data processing method and device and electronic equipment
US11399096B2 (en) * 2017-11-29 2022-07-26 Afiniti, Ltd. Techniques for data matching in a contact center system
CN108319689A (en) * 2018-02-01 2018-07-24 泰康保险集团股份有限公司 Pay a return visit the processing method and processing device of data
CN109829729A (en) * 2019-01-18 2019-05-31 青牛智胜(深圳)科技有限公司 A kind of intelligence outgoing call system and method
CN111680086A (en) * 2020-05-25 2020-09-18 泰康保险集团股份有限公司 Data processing method and system, computer device and computer-readable storage medium
CN111953696A (en) * 2020-08-14 2020-11-17 广州云从博衍智能科技有限公司 Service data interaction method, system, device and medium
CN114553666B (en) * 2022-01-07 2024-01-19 广东万丈金数信息技术股份有限公司 Channel event reporting method, system, device and storage medium
CN114584525B (en) * 2022-01-28 2023-12-05 深圳市梦网科技发展有限公司 Message processing method, system, terminal equipment and storage medium

Family Cites Families (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6389132B1 (en) * 1999-10-13 2002-05-14 Avaya Technology Corp. Multi-tasking, web-based call center
WO2004082252A1 (en) * 2003-03-11 2004-09-23 Philips Intellectual Property & Standards Gmbh A method, a system, a script generator and a user interface arranged to enable a personalized communication with a customer
CN1304963C (en) * 2003-05-15 2007-03-14 联想网御科技(北京)有限公司 Safety information processing request switching system
CN100556054C (en) * 2006-01-19 2009-10-28 北京讯鸟软件有限公司 Call center services system and method for servicing based on keyword search
CN101018259B (en) * 2006-02-08 2010-12-01 中国电信股份有限公司 Telecommunications Integrated Information System and Method
CN101159730B (en) * 2007-09-19 2011-08-10 华为技术有限公司 Information processing method, system and device of multimedia affiliation center

Also Published As

Publication number Publication date
WO2009036661A1 (en) 2009-03-26
CN101159730B (en) 2011-08-10
CN101159730A (en) 2008-04-09
ZA200905479B (en) 2010-09-29

Similar Documents

Publication Publication Date Title
BRPI0806099A2 (en) method, system, and device for processing information through a multimedia contact center
BR112014018229A8 (en) METHOD AND SYSTEM FOR LICENSING AN APPLICATION USING SYNCHRONIZATION PROVIDERS, AND COMPUTER READABLE STORAGE DEVICE
BR112021018802A2 (en) Systems and methods for multimedia swarms
BR112017002076A8 (en) SYSTEM AND METHOD FOR MEANING-DRIVED PROCESS AND INFORMATION MANAGEMENT TO IMPROVE EFFICIENCY, WORK QUALITY AND CONSUMER SATISFACTION IN GENERAL
MX2012008138A (en) SYSTEM AND METHOD TO LINK SOFTWARE PRE-INSTALLED TO A USER ACCOUNT IN AN ONLINE STORE.
BR112014032516A2 (en) method and device for image processing
BR112014030210A2 (en) methods and devices for determining impressions using distributed demographic information
BR112017018845A2 (en) glass sheet acquisition and positioning system, in-line apparatus and method for measuring the optical characteristics of a glass sheet
EP4246926A3 (en) Domain name operation verification code generation and/or verification
BR112012031281A2 (en) "system for online collaboration and method for providing an online collaboration site"
BR112014030215A2 (en) methods and apparatus for determining rating information for online media presentations
BR112015017722A8 (en) Parallel tracking method and system for performance and detail
BR112013020266A2 (en) information processing device and method
BR112015030699A2 (en) methods and devices for labeling a number
BR112016016326A2 (en) COMPUTER, CONTROL DEVICE, AND DATA PROCESSING METHOD
BR112017005824A2 (en) method and mobile device.
BR112015023668A2 (en) compact optical system for substantially simultaneous monitoring of samples in a sample matrix
BR112018007547A2 (en) screen-related adaptation of high order ambisonic content (hoa)
MX2018014457A (en) Route determination and navigation based on multi-version map regions.
PE20121418A1 (en) MODIFICATION OF TERMINAL MACHINES AND SERVICE PROVIDERS USING AN UPDATE SERVER
BR112021006301A2 (en) method, apparatus and computer program
BR112016020957A8 (en) create realistic color for a virtual object in an augmented reality environment
BR112014010472A2 (en) method for providing a security mechanism for external code; appliance; computer program embedded in a computer readable medium; and application server
BR112016001671A2 (en) METHOD, APPARATUS AND SYSTEM FOR THE DISTRIBUTION OF INFORMATION IN GRAPHIC CODE
MX2018003580A (en) Acceleration of online certificate status checking with an internet hinting service.

Legal Events

Date Code Title Description
B08F Application dismissed because of non-payment of annual fees [chapter 8.6 patent gazette]

Free format text: REFERENTE A 5A ANUIDADE.

B08K Patent lapsed as no evidence of payment of the annual fee has been furnished to inpi [chapter 8.11 patent gazette]

Free format text: REFERENTE AO DESPACHO 8.6 PUBLICADO NA RPI 2260 DE 29/04/2014.