| 摘要 |
A system and method for providing call center services, such as customer surveys and order rentry, is data-driven and can be used to perform services for many different customers, without developing a separate application program for each customer. A product, running as an application on a PC workstation, provides basic call flows that are easily customized for specific customers by integrating customer profiles with an underlying application. The underlying application retrieves pre-defined customer profiles for various services at start up. When an agent workstation receives a call, the application references the particular customer profile by a key, such as the called number. The application then performs one of several basic call flow processes, such as a question and answer survey, taking orders for a customer's product, etc., under the customer profile. The application reads and interprets the customer profile, and inserts information specific to that customer into specific places during the call process.
|
