| 摘要 |
PROBLEM TO BE SOLVED: To provide a call center system in which efficient operator management by a supervisor is supported.SOLUTION: A call center system 100 comprises terminals 111, 121, a switchboard 130 which call-connects an external telephone line network 30 and the terminal 111, a management server 160 which manages a state of the call connection by the switchboard 130, and a voice monitoring server 170 which monitors a speech call-connected by the switchboard 160. In the call center system 100, the management server 160 allows the switchboard 130 to connect a supervisor terminal 121 to a corresponding call on the basis of a monitoring result notified by the voice monitoring server 170. |
