Call center support device, call center support method and call center support program

摘要

PROBLEM TO BE SOLVED: To improve the satisfaction of a user utilizing a call center.;SOLUTION: When receiving a call from a customer, the call center support device 105 is configured to acquire the telephone number of a calling source of the received call; extract predetermined customer information of the customer corresponding to the calling source on the basis of the acquired telephone number; determine contents of a voice guidance menu comprising a plurality of menu numbers on the basis of the extracted predetermined customer information; and output the determined voice guidance menu. When new voice guidance menu contents are determined and when an input of a menu number is received from the customer before outputting the new voice guidance menu, the call center support device is configured to determine predetermined processing, corresponding to the menu number of the voice guidance menu outputted prior to the new voice guidance menu, and to perform the determined predetermined processings.;COPYRIGHT: (C)2011,JPO&INPIT