KR20140021462A - Directcall service system and method thereof - Google Patents

Abstract

Disclosed are a direct call service system and method. The web server receives the consultation request signal, the visitor information and the display screen information of the user terminal from the user terminal, and outputs a control signal for the web server to call the call center phone number and the call center phone number to the user terminal. . The web server transmits the display screen information to a counselor terminal corresponding to the display screen information. Next, when the CTI server receives the visitor information and the corresponding counselor terminal information from the web server, and the call center telephone number is received from the user terminal, the CTI server is connected to the user information of the user terminal and the web server. It is determined whether the visitor information received from the server is identical. When the visitor information of the user terminal and the visitor information received from the web server match, the CTI server connects the user terminal to the counselor terminal. In this way, the agent can consult the telephone after consulting the contents of the counseling in advance, so that the customer does not have to go through unnecessary explanation or certification process. do.

Description

Directcall service system and method

The present invention relates to a direct call service system and method for providing a consultation service in a call center such as a securities company.

Generally, various electronic devices are being developed through the development of electronic communication technology, and various devices such as computers, mobile phones, and smart phones are widely used.

Among them, smart phones are becoming popular now, and many users are using them to make phone, e-mail, wireless internet, securities transactions and so on.

In addition, users installed stock trading programs provided by securities companies on smartphones or personal computers to conduct stock trading or to conduct cyber stock trading on the securities companies' homepages.

On the other hand, users call the call center, etc. if a problem occurs during online securities trading.

However, in this case, the time required to wait for a call is long, and even when a telephone connection is made, it takes much time to explain the problem.

In addition, if necessary, the customer may place a phone order using a call center. In this case, it is inconvenient because the customer information such as name, password, and account number must be informed.

The technical problem to be achieved by the present invention is to improve the conventional inconveniences by arranging a counseling connection button on the menu of the securities service screen of the user terminal, receiving the visitor information and the visitor screen information when the button is selected, the visitor screen information It is to provide a direct call service system and method for transmitting the screen information of the visitor to the corresponding counselor terminal in advance and connecting the telephone so that the counselor can recognize the counseling intention of the customer in advance and respond quickly and accurately.

In addition, the present invention provides a direct call service system and method for verifying whether or not a customer by verifying previously transmitted accessor information, and allowing a customer to order a securities at the time of a security order by eliminating unnecessary complicated customer authentication steps through the system.

Direct call service system according to a feature of the present invention,

A direct call service system connected to a user terminal through a network and connecting the user terminal to an agent terminal,

A database storing screen information for providing a securities service to the user terminal and counselor terminal information corresponding to the screen information;

If the consultation request signal, the visitor information and the display screen information of the user terminal is correctly received from the user terminal, and outputs a control signal to call the call center phone number and the call center phone number to the user terminal, the display screen information A web server for transmitting the display screen information to a counselor terminal corresponding to the;

When the visitor information and the corresponding counselor terminal information are received from the web server, and when a call is received from the user terminal to the call center telephone number, the visitor information of the user terminal and the visitor information received from the web server match. And a CTI server connecting the user terminal to the counselor terminal.

The counselor terminal may display the display screen information received from the web server on the display unit screen.

The counselor terminal is characterized by using the account number included in the display screen information when ordering the security of the user terminal.

The user terminal arranges a consultation connection button in a selection menu, and transmits a consultation request signal, visitor information, and display screen information of the user terminal to the web server when the consultation connection button is selected, and the call center telephone from the web server. When a number is received, the call center telephone number is characterized in that the call.

The visitor screen information may be display screen information of the user terminal or UEL information of the display screen information.

Direct call service system according to another feature of the present invention,

A direct call service system connected to a user terminal through a network,

At least one agent terminal;

A database storing screen information for providing a securities service to the user terminal and counselor terminal information corresponding to the screen information;

A web server for controlling to make a call to a call center telephone number to the user terminal and outputting the display screen information if the consultation request signal, the visitor information and the display screen information of the user terminal are correctly received from the user terminal;

Receiving accessor information and the display screen information from the web server, searching the database for the counselor terminal information corresponding to the display screen information, and when a call is received from the user terminal to the call center telephone number, And a visitor information that matches the visitor information received from the web server, and transmits the display screen information to the searched counselor terminal, and connects the user terminal to the counselor terminal.

Direct call service method according to a feature of the present invention,

Is connected to the user terminal through a network network, the screen information for providing a securities service to the user terminal, a database for storing the counselor terminal information corresponding to the screen information, and direct connecting the user terminal to the counselor terminal As a direct call service method of a call service system,

Receiving, by a web server, a consultation request signal, visitor information, and display screen information of the user terminal from the user terminal;

Outputting a control signal to the web server to make a call to the call center phone number and the call center phone number to the user terminal;

Transmitting, by the web server, the display screen information to a counselor terminal corresponding to the display screen information;

Receiving, by the CTI server, accessor information and corresponding counselor terminal information from the web server;

Determining, by the CTI server, that the visitor information of the user terminal and the visitor information received from the web server match when the call is received from the user terminal to the call center telephone number;

And connecting the user terminal to the counselor terminal when the visitor information of the user terminal and the visitor information received from the web server match.

The method comprises:

And displaying, by the counselor terminal, display screen information received from the web server on a display unit screen.

The counselor terminal is characterized by using the account number included in the display screen information when ordering the security of the user terminal.

The user terminal arranges a consultation connection button in a selection menu, and transmits a consultation request signal, visitor information, and display screen information of the user terminal to the web server when the consultation connection button is selected, and the call center telephone from the web server. When a number is received, the call center telephone number is characterized in that the call.

The visitor screen information may be display screen information of the user terminal or UEL information of the display screen information.

Direct call service method according to another feature of the present invention,

A direct call service system of a direct call service system connected to a user terminal through a network and having a database storing screen information for providing a securities service to the user terminal and a counselor terminal information corresponding to the screen information.

Receiving, by a web server, a consultation request signal, visitor information, and display screen information of the user terminal from the user terminal;

Controlling the web server to call a call center telephone number to the user terminal;

Receiving visitor information and the display screen information from the web server, and retrieving counselor terminal information corresponding to the display screen information from the database by a CTI server;

When the call is received from the user terminal to the call center telephone number, determining, by the CTI server, whether the visitor information of the user terminal matches the visitor information received from the web server;

If the visitor information of the user terminal and the visitor information received from the web server match, the CTI server delivers the display screen information to the searched counselor terminal and connects the user terminal to the counselor terminal. do.

According to an embodiment of the present invention, a counseling connection button is arranged on a menu of a securities service screen of a user terminal, when the button is selected, the visitor information and the visitor screen information are received, and the visitor screen information is previously transmitted to the counselor terminal corresponding to the visitor screen information. By connecting the phone to the customer, the counselor can be aware of the customer's intention in consultation and enable quick and accurate response.

In addition, it is possible to verify whether the customer by verifying the previously transmitted user information, and when the customer orders the securities can be ordered securities without the unnecessary complicated customer authentication step through the system.

1 is a diagram illustrating a direct call service system according to an embodiment of the present invention.
FIG. 2 is a block diagram of the user terminal of FIG. 1.
3 is a block diagram illustrating a counselor terminal of FIG. 1.
4 is a diagram illustrating a direct call service method according to an embodiment of the present invention.

DETAILED DESCRIPTION Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings so that those skilled in the art may easily implement the present invention. The present invention may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. In order to clearly illustrate the present invention, parts not related to the description are omitted, and similar parts are denoted by like reference characters throughout the specification.

Throughout the specification, when a part is said to "include" a certain component, it means that it can further include other components, without excluding other components unless specifically stated otherwise.

1 is a diagram illustrating a direct call service system according to an embodiment of the present invention.

1, a direct call service system according to an embodiment of the present invention,

A direct call service system that is connected to a user terminal through a network and connects the user terminal to an agent terminal, includes a counselor terminal 300, a database 430, a CTI server 410, and a web server 420. .

The database 430 stores screen information for providing a securities service to the user terminal, and counselor terminal information corresponding to the screen information. In other words, each screen belongs to which field, and the counselor terminal for the field is stored. For example, the terminal stores information on counseling terminals in the field of stock trading, information on counseling terminals on options trading, information on counseling terminals on other inquiries, and stores information on which fields each screen information belongs to.

The web server 420 outputs a control signal for calling a call center telephone number and the call center telephone number to the user terminal when the consultation request signal, the visitor information and the display screen information of the user terminal are correctly received from the user terminal. The display screen information is transmitted to a counselor terminal corresponding to the display screen information.

The CTI server 410 receives accessor information and corresponding counselor terminal information from the web server, and when a call is received from the user terminal to the call center telephone number, the CTI server 410 receives the accessor information of the user terminal and the web server. If the visitor information matches, the user terminal is connected to the counselor terminal.

The counselor terminal 300 displays the display screen information received from the web server 420 on the display unit screen, and uses the account number included in the display screen information when ordering the security of the user terminal 200.

The user terminal 200 arranges a consultation connection button on a selection menu, and transmits a consultation request signal, visitor information, and display screen information of the user terminal to the web server 420 when the consultation connection button is selected. When the call center telephone number is received from the web server 420, the call center telephone number is dialed.

The visitor screen information may be display screen information of the user terminal or UEL information of the display screen information.

The user terminal according to the embodiment of the present invention may be various devices such as a notebook computer, a netbook computer, a tablet PC, a smartphone, a TV, and the like.

The user terminal is described with reference to FIG. 2 as follows.

FIG. 2 is a block diagram illustrating a user terminal of FIG. 1.

2, a user terminal according to an exemplary embodiment of the present invention includes a speaker 210, a microphone 220, an input unit 230, a display unit 240, a control unit 250, a storage unit 260, and a communication unit ( 270).

The speaker 210 outputs a voice, and the microphone 220 receives a voice.

The input unit 230 may be an input device such as a keyboard, a keypad, a mouse, a remote controller, or the like.

The display unit 240 displays various display information displayed by the control of the controller 250 according to the selection of the input unit 230.

The storage unit 150 stores an application program provided by a securities company, and stores various kinds of information necessary for the user terminal as necessary.

The communication unit 270 communicates with the CTI server 410 or the web server 420 through the network 100 in a wired or wireless manner.

The control unit 250 displays a selection menu on the display unit 240, and arranges a counseling connection button on the selection menu, and displays a counseling request signal, visitor information, and display screen information of the user terminal when the counseling connection button is selected. If the call center telephone number is received from the web server 420, the call center telephone number is dialed. If necessary, the call center phone number may be stored in the application program or the storage unit 260.

The user terminal according to the embodiment of the present invention may be various devices such as a notebook computer, a netbook computer, a tablet PC, a smartphone, a TV, and the like.

The user terminal is described with reference to FIG. 2 as follows.

3 is a block diagram illustrating a counselor terminal of FIG. 1.

3, a counselor terminal according to an embodiment of the present invention includes a speaker 310, a microphone 320, an input unit 330, a display unit 340, a control unit 350, a storage unit 360, and a communication unit ( 370).

The speaker 310 outputs voice, and the microphone 320 receives voice.

The input unit 330 may be an input device such as a keyboard, a keypad, a mouse, or a remote controller.

The display unit 340 displays various display information displayed by the control of the controller 350 according to the selection of the input unit 330.

The storage unit 350 may store the screen information or the stock order program.

The communication unit 270 communicates with the web server 420 or the CTI server 410 in a wired or wireless manner.

The control unit 250 displays the display screen information received from the web server 420 on the display unit 340 screen, using the account number included in the display screen information when ordering the security of the user terminal 200, Enter only your name and password.

The direct call service system according to the embodiment of the present invention may be variously modified as necessary. For example, the functions of the web server 420 or the CTI server 410 may vary, and the web server may be necessary. 420 or CTI server 410 may be implemented as a single server.

If necessary, the web server 420 controls to make a call to the call center telephone number to the user terminal 200 when the consultation request signal, the visitor information, and the display screen information of the user terminal are correctly received from the user terminal 200. Outputting the display screen information;

The CTI server 410 receives the visitor information and the display screen information from the web server 420, retrieves the counselor terminal information corresponding to the display screen information from the database, and the call center from the user terminal 200. When a call is made to a phone number, when the visitor information of the user terminal 200 and the visitor information received from the web server 420 match, the display screen information is transmitted to the retrieved counselor terminal 300, and the A user terminal may be connected to the counselor terminal 300 by call.

This direct call service method will now be described in detail.

4 is a diagram illustrating a direct call service method according to an embodiment of the present invention.

Referring to FIG. 4, a user manipulates the input unit 230 for stocks, options, or other services, and accesses the web server 420 through the network 100 with the user terminal 200 while viewing the display unit 240. do. In this case, the controller 250 may perform an application to display a homepage of a securities company. In this case, when the user executes the corresponding application in the user terminal 200, a counseling connection button is disposed on various menus of the application and displayed on the display unit 240.

When the user uses the securities service and a stock order or inquiry occurs, the user selects the input unit 230 to request a consultation (S401). That is, when the user selects the counseling connection button, the controller 250 of the user terminal 200 transmits a counseling request signal, visitor information, and display screen information of the user terminal 200 to the web server 420.

Next, the web server 420 receives a consultation request signal, visitor information, and display screen information of the user terminal 200 from the user terminal 200 (S402).

Next, the web server 420 outputs a control signal for calling the call center phone number and the call center phone number to the user terminal 200 (S403).

Then, the control unit 250 of the user terminal 200 calls the call center phone number (S404). In this case, the call center telephone number may be stored in the storage unit 260, and after receiving only an access signal from the web server 420, the controller 250 may call the call center telephone number.

In addition, the web server 420 searches and confirms the database 430 which field the display screen information belongs to and which counselor terminal is related to the corresponding field, and displays the display screen information on the corresponding counselor terminal 300. It transmits (S405).

The web server 420 transmits access information of the user terminal and counselor terminal information corresponding thereto to the CTI server 410 (S406).

Next, the CTI server 410 receives the visitor information and the corresponding counselor terminal information from the web server 420 (S407), when the call to the call center telephone number from the user terminal 200, the CTI After the server 410 compares the visitor information of the user terminal with the visitor information received from the web server (S408), and determines the result (S409).

When the visitor information of the user terminal 200 and the visitor information received from the web server 420 match, the CTI server 410 connects the user terminal 200 to the counselor terminal 300 ( S410).

Then, the counselor terminal 300 displays the display screen information received from the web server 420 on the display unit screen and performs consultation (S411).

Therefore, the counselor conveniently consults while viewing the screen displayed on the display unit 350, that is, the same screen as the user terminal, and the user does not need to provide an unnecessary explanation about the screen.

And when the user orders stocks or gifts or options, the account screen is displayed on the counselor terminal 300, so it is not necessary to inform or enter the account number to the counselor, but only to inform or enter the name and password.

The counselor then orders stocks, futures or options on behalf of the user.

If necessary, the CTI server 410 retrieves counselor terminal information corresponding to the display screen information from the database 430, and when the call is received from the user terminal 200 to the call center telephone number, the CTI server. 410 determines whether the visitor information of the user terminal and the visitor information received from the web server 420 match, and the visitor information of the user terminal and the visitor information received from the web server 420 match. The CTI server may transfer the display screen information to the searched counselor terminal 300 and connect the user terminal 200 to the counselor terminal 300.

As described above, in the exemplary embodiment of the present invention, the counselor can recognize the counseling content in advance and then engage in a telephone consultation, so that the customer does not have to go through an unnecessary explanation or customer authentication step. Ensure correct response.

The embodiments of the present invention described above are not only implemented by the apparatus and method but may be implemented through a program for realizing the function corresponding to the configuration of the embodiment of the present invention or a recording medium on which the program is recorded, The embodiments can be easily implemented by those skilled in the art from the description of the embodiments described above.

While the present invention has been particularly shown and described with reference to exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed exemplary embodiments, It belongs to the scope of right.

Claims (12)

A direct call service system connected to a user terminal through a network and connecting the user terminal to an agent terminal,
A database storing screen information for providing a securities service to the user terminal and counselor terminal information corresponding to the screen information;
If the consultation request signal, the visitor information and the display screen information of the user terminal is correctly received from the user terminal, and outputs a control signal to call the call center phone number and the call center phone number to the user terminal, the display screen information A web server for transmitting the display screen information to a counselor terminal corresponding to the;
When the visitor information and the corresponding counselor terminal information are received from the web server, and when a call is received from the user terminal to the call center telephone number, the visitor information of the user terminal and the visitor information received from the web server match. And a CTI server connecting the user terminal to the counselor terminal. The method of claim 1,
The counselor terminal displays the display screen information received from the web server on the display unit screen. 3. The method of claim 2,
The counselor terminal uses the account number included in the display screen information when ordering the securities of the user terminal. The method of claim 3,
The user terminal arranges a consultation connection button in a selection menu, and transmits a consultation request signal, visitor information, and display screen information of the user terminal to the web server when the consultation connection button is selected, and the call center telephone from the web server. When the number is received, direct call service system, characterized in that for calling the call center telephone number. 5. The method according to any one of claims 1 to 4,
The visitor screen information is a display screen information of the user terminal or a yuel information of the display screen information. A direct call service system connected to a user terminal through a network,
At least one agent terminal;
A database storing screen information for providing a securities service to the user terminal and counselor terminal information corresponding to the screen information;
A web server for controlling to make a call to a call center telephone number to the user terminal and outputting the display screen information if the consultation request signal, the visitor information and the display screen information of the user terminal are correctly received from the user terminal;
Receiving accessor information and the display screen information from the web server, searching the database for the counselor terminal information corresponding to the display screen information, and when a call is received from the user terminal to the call center telephone number, And a CTI server for transferring the display screen information to the searched counselor terminal and connecting the user terminal to the counselor terminal when the visitor information and the visitor information received from the web server match. Is connected to the user terminal through a network network, the screen information for providing a securities service to the user terminal, a database for storing the counselor terminal information corresponding to the screen information, and direct connecting the user terminal to the counselor terminal As a direct call service method of a call service system,
Receiving, by a web server, a consultation request signal, visitor information, and display screen information of the user terminal from the user terminal;
Outputting a control signal to the web server to make a call to the call center phone number and the call center phone number to the user terminal;
Transmitting, by the web server, the display screen information to a counselor terminal corresponding to the display screen information;
Receiving, by the CTI server, accessor information and corresponding counselor terminal information from the web server;
Determining, by the CTI server, that the visitor information of the user terminal and the visitor information received from the web server match when the call is received from the user terminal to the call center telephone number;
And connecting the user terminal to the counselor terminal by the CTI server when the visitor information of the user terminal and the visitor information received from the web server match. The method of claim 7, wherein
And displaying, by the counselor terminal, display screen information received from the web server on a display unit screen. 9. The method of claim 8,
The counselor terminal uses the account number included in the display screen information when ordering securities of the user terminal. 10. The method of claim 9,
The user terminal arranges a consultation connection button in a selection menu, and transmits a consultation request signal, visitor information, and display screen information of the user terminal to the web server when the consultation connection button is selected, and the call center telephone from the web server. If a number is received, the call center telephone number, characterized in that the direct call service method. The method according to any one of claims 7 to 10,
The visitor screen information is a display screen information of the user terminal or a yuel information of the display screen information. A direct call service system of a direct call service system connected to a user terminal through a network and having a database storing screen information for providing a securities service to the user terminal and a counselor terminal information corresponding to the screen information.
Receiving, by a web server, a consultation request signal, visitor information, and display screen information of the user terminal from the user terminal;
Controlling the web server to call a call center telephone number to the user terminal;
Receiving visitor information and the display screen information from the web server, and retrieving counselor terminal information corresponding to the display screen information from the database by a CTI server;
When the call is received from the user terminal to the call center telephone number, determining, by the CTI server, whether the visitor information of the user terminal matches the visitor information received from the web server;
If the visitor information of the user terminal and the visitor information received from the web server match, the CTI server delivers the display screen information to the searched counselor terminal and connects the user terminal to the counselor terminal. Direct call service method.

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