| 摘要 |
PURPOSE: A system and a method for discriminatingly routing a call according to a customer level is provided to distribute the call to a specialize counselor of the corresponding level by classifying customers into each level based on purchase/return history, storing the customer level in a database, and confirming the customer level from the database. CONSTITUTION: A PABX(Private Automatic Branch eXchange)/CTI(Computer Telephony Integration)(20) automatically guides the customer by receiving the inbound call from the customers requesting various kinds of services related to mail-order sales, and distributes the inbound call to the available counselor depending on the customer level. An order processing system(30) processes a service request of the received customer. Counselor systems(50) enable the counselor to process an order by connecting to the PABX/CTI and the order processing system. A customer information database(40) records/stores various kinds of histories of the customer by reflecting the orders processed in the order processing system. |
