| 主权项 |
1. A computer program product, comprising a non-transitory computer usable medium having a computer readable program code causing a computer to implement a method, the method comprising:
detecting, by a device on a telecommunications system, a call to a service provider, the call being initiated by a customer of the service provider; in response to the call, querying a database, hosted by the service provider, for information that includes at least one of contact information, account information, historical data associated with the customer, and case information that includes one or more of a case owner, a case number, a case origin identifier, and a date and time; populating a user interface template with the queried information, where the user interface template allows a user interface to be service provider specific and allows the user interface to be configured differently for different groups of agents associated with the service provider based on one or more configuration variables; generating the user interface based on the user interface template to include a (i) search function for finding service information from the database, the service information including contacts and cases, (ii) a history function for displaying a history of calls between the service provider and the customer, and (iii) a click to dial function that displays one or more phone number fields as clickable links; during the call, receiving input in the user interface from an agent associated with the service provider; recording information about the call; detecting, by the device on the telecommunications system, a call termination; in response to the call termination, sending data relating to the call to the database; and storing the data related to the call in the database. |
