Being customer degree of satisfactory data gathering manner and

摘要

PROBLEM TO BE SOLVED: To provide a method and a system for collecting information on customer satisfaction in customer services supplied through a network.;SOLUTION: A customer calls the customer service number of a company. The PBX of the company receives the call, a computer telephony integration (CTI) server dynamically allocates a customer service person who has a time to spare. During communication, the CTI server monitors the call to check for touch tone data transmitted from a caller. When the server receives the touch tone during the call, the server transmits the touch tone to show the satisfaction of the customer who is calling. To provide the additional information on the customer satisfaction on the call, the CTI server issues a question to the customer before the call is cut out at the time of termination of the call. The collected customer satisfaction information is stored as customer satisfaction data since the information is analyzed by a computer later.;COPYRIGHT: (C)2004,JPO