SEARCHING WITHIN CONTACT CENTER PORTAL

摘要

PROBLEM TO BE SOLVED: To provide a contact center including an improved process and a computerized system for working in order to improve service to a customer and efficiency in its performance.

SOLUTION: A collection composed of the searching function is provided for a user for searching in a contact center portal, and the whole these searching functions are simultaneously presented on the same screen. The user can search a contents management system by determining a result by using the first searching function. If a response cannot be detected, the user can search the contents management system by determining the result by using the second searching function. If the response cannot be detected yet, the user can search the contents management system by determining the result by using the third searching function. A specific database can store a collection composed of information items on a product or the service on a customer needs searching characteristic. A group of these information items can be associated with specific customer needs or an intention.

COPYRIGHT: (C)2009,JPO&INPIT