| 摘要 |
<P>PROBLEM TO BE SOLVED: To prevent unjust customer response due to a third party impersonating a normal operator at a home call center. <P>SOLUTION: A home call center system comprises: a telephone set 3 used by a customer; multiple home call centers 20 which have an IP telephone set 22 and a terminal machine for operator 30 respectively operated by an operator 21 and are scattered at multiple places; and a call center 1 having a call center server 10 and a voiceprint authentication device 14. The call center server 10 receives a communication request from the telephone set 3 to conduct voice guidance. Simultaneously, the call center server 10 selects one of the multiple home call centers 20 to communicate with the IP telephone set 22 and the terminal machine for operator 30 in order to receive voice information. The authentication of the voice information is requested of the voice authentication device 14 to conduct identity authentication of the operator 21. When the authentication is completed, the telephone set 3 and the IP telephone set 22 are connected to allow for a conversation. <P>COPYRIGHT: (C)2012,JPO&INPIT |
