| 摘要 |
PROBLEM TO BE SOLVED: To alleviate stress of a customer telephoning a call center and being brought into a response waiting state and to allow subsequent telephone correspondence to be smoothly carried on.SOLUTION: A telephone system of an embodiment comprises: a waiting time determination section; and a voice-recognition and determination section. The waiting time determination section calculates waiting time from incoming time of an incoming call and present time when the incoming call is connected to a telephone set of a vacant operator and outputs the waiting time and a first message to a display section when the waiting time exceeds a threshold value set beforehand. The voice-recognition and determination section voice-recognizes a voice made by the operator in charge of the telephone set connected with the incoming call by performing telephone correspondence, collates a character string as a result of voice-recognition with a routine sentence set beforehand, determines whether or not the telephone correspondence of the operator is carried out in accordance with a manual, and outputs a second message to the display section or the other terminal for management when the telephone correspondence of the operator is not carried out in accordance with the manual. |
