HEAD AND BRANCH OFFICE INTEGRATION CTI SYSTEM AND MANAGEMENT METHOD THEREOF

摘要

A head-branch office integration CTI(Computer-Telephony Integration) system and a management method thereof are provided to offer high quality customer consultation services and various head office/branch business supports through popup screen information by managing a head office/branch staff CTI system and a call center system integrally. A customer terminal receives a security consultation service by connecting to a call center or a customer support center through PSTN(Public Switched Telephone Network). An integrated customer support management center(300) includes call center agent terminals(350) for providing security consultation services to the customer terminal, and manages/operates customers, call center agents, and head office/branch agents generally. A plurality of head office/branch agent terminals(500) are connected to the integrated customer support management center through the network and provides the security consultation service to the customer terminals. The integrated customer supporting management server includes an exchange system(302), an IVR(Interactive Voice Response) server(304), a CTI server(306), a WAS(Web Application Server)(308), a database server(310), a fax server(312), and a recording server(314).