MOBILE RESPONSE SYSTEM FOR CUSTOMER CONTACT CENTER BASED ON INTEGRATED MARKETING PLATFORM INCLUDING INBOUND AND OUTBOUND CHANNEL

摘要

A mobile customer response system is provided to enable a customer to use a call center of a company by accessing a wireless Internet with a cellular phone without a voice call, and to enable counseled details of the customer before a voice call conversion to screen-pop up in a call center agent application, so that the customer can use a more convenient call center service. A mobile portable terminal(10) can use a wireless Internet. When a service number is connected by using the mobile portable terminal(10), an interface(20) extracts a CID. The interface(20) suggests an available call center service to a customer based on a predefined scenario. The contents of an inquiry selected by the customer are processed in an inquiry processing program(30). The program(30) provides processed results to the customer, and stores an inquiry history in a DB based on the CID. The processed inquiry history is retrieved with the CID when the customer connects with a call center through a voice call, then a counseled history is supplied to a call center agent through a call center interface(40).