CALL CENTER SYSTEM, METHOD OF ACCEPTING CUSTOMER'S CALL THEREIN, AND PROGRAM FOR CALL CENTER SYSTEM

摘要

PROBLEM TO BE SOLVED: To transmit customer's business to a department in charge correctly and rapidly from an operator without recording the voice of the customer in view of personal information protection.;SOLUTION: As an operator terminal and a terminal at each department, softphones (IP phones using a personal computer) are used. When transmitting customer's business to a department in charge, the voice of only the operator is recorded and the business is converted into text and stored as text information. A critical part of the business is marked in the operator's voice and in the text information by operation of the operator and is stored. When making a call to the department in charge, the marked part of the text information is displayed.;COPYRIGHT: (C)2009,JPO&INPIT