JP2005123702A - Customer dealing system, mobile terminal device and terminal device for operator - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer dealing system capable of utilizing media such as data communication other than a telephone when an inquiry is made from a mobile environment to a call center and an answer to the inquiry is received. <P>SOLUTION: A mobile terminal 100 is equipped with VOIP telephone set 102, a camera 103, and a motion image codec 104; and a terminal 150 for operator connected to a call center sever 140 is equipped with a VOIP telephone set 152, a camera 153, and a motion image codec 154. When an inquiry is made from the mobile terminal to the terminal for operator, since motion image digital data and data for Web interlock are multiplexed together with the VOIP data and the data can be transmitted to the terminal for operator via a mobile data communication network 110, an Internet 120 and a call center server, not only communication by voice but also communication by a TV telephone and an inquiry utilizing the Web interlock can be performed. The same is applicable for an inquiry from the terminal for operator to the mobile terminal. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a customer service system including a call center.

A customer service system that can make inquiries to a call center that conducts customer service and can receive answers to inquiries from the call center is disclosed in, for example, Japanese Patent Application Laid-Open No. 2002-330219 (Patent Document 1) due to progress in the Internet and the like. As in the invention, it has become possible to respond more finely to the user by sending and receiving a Web page, rather than simply making an inquiry and answering it only by calling.
JP 2002-330219 A

  However, when an inquiry is made from a mobile environment to a call center and an answer to the inquiry is received from the call center, the inquiry and the answer are usually made only by a call using a mobile phone or PHS.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a customer service system capable of making inquiries to a call center from a mobile environment and using media other than telephone such as data communication when receiving an answer to the inquiry from the call center.

  In order to achieve the above object, the present invention mounts a VOIP telephone on a mobile terminal and an operator terminal connected to a call center server and operated by an operator of the call center. When making an inquiry from the mobile terminal to the operator terminal, VOIP data and other data for Web cooperation are multiplexed and transmitted to the operator terminal via the mobile data communication network, the Internet, and the call center server. Therefore, not only a voice call but also an inquiry using Web cooperation can be made. Conversely, when an inquiry is answered from the operator terminal to the mobile terminal, the VOIP data is also multiplexed with the data for Web cooperation, and this is transferred to the mobile terminal via the call center server, the Internet, and the mobile communication network. Since it can be transmitted to the terminal, not only a voice call but also an answer to an inquiry using Web cooperation can be made.

  Furthermore, if a mobile terminal and an operator terminal are equipped with a camera and a video codec, an inquiry and an answer to the inquiry can be made using a videophone call.

  As described above, the present invention has the following effects.

  First, since the mobile terminal and the operator terminal are equipped with VOIP telephones, the mobile terminal makes an inquiry to the call center operator terminal while showing, for example, an application screen as well as a voice. An answer can be given to the mobile terminal while showing not only voice but also an application screen, for example.

  Secondly, if a mobile terminal and an operator terminal are further equipped with a camera and a video codec, inquiries and answers can be made by videophone.

  Third, since mobile data communication is used, it is possible to make inquiries to the call center from anywhere, and it is possible to obtain both answers to the inquiries and necessary data at the site.

  Fourth, since mobile data communication is used, the communication fee is fixed.

  Next, embodiments of the present invention will be described in detail with reference to the drawings.

  Referring to FIG. 1, the customer service system according to an embodiment of the present invention includes a mobile terminal 100, a mobile data communication network 110, the Internet 120, a gateway 130, a call center server 140, and an operator terminal 150. .

  The mobile terminal 100 includes an authentication driver 101, a VOIP (Voice Over Internet Protocol) telephone 102, a camera 103, and a moving image codec 104. The mobile terminal 100 is operated by a user and sends / receives VOIP data, moving image digital data, and other data to make an inquiry to the call center operator terminal 150 and receive an answer to the inquiry from the operator terminal 150. Inquiries and answers are made by making full use of voice calls, video calls, web collaboration, and the like. The mobile terminal 100 is, for example, a notebook personal computer or a PDA (Personal Digital Assistant). Moreover, the mobile terminal 100 is equipped with PCMCIA (Personal Computer Memory Card International Association) corresponding to mobile data communication service.

  The operator terminal 150 includes a VOIP telephone 152, a camera 153, and a moving image codec 154. The operator terminal 150 is operated by a call center operator, and receives and sends inquiries from the mobile terminal 100 by sending and receiving VOIP data, moving image digital data, and other data, and answers the inquiry to the mobile terminal 100.

  The authentication driver 101 transmits authentication data of the mobile terminal 100 to the gateway 130 via the Internet 120 in order to connect the mobile terminal 100 to the call center server 140. Also, secret communication between the mobile terminal 100 and the call center server 140 is established with the gateway 130.

  The VOIP telephones 102 and 152 enable a call between a user who operates the mobile terminal 100 and an operator who operates the operator terminal 150 via the Internet 120.

  The cameras 103 and 153 capture a moving image and output the moving image analog data to the moving image codecs 104 and 154.

  The moving image codecs 104 and 154 convert moving image analog data acquired from the cameras 103 and 153 into moving image digital data. In addition, moving image digital data received via the Internet 120 is converted into moving image analog data, and displayed on a display unit (not shown) of the mobile terminal 100 or the operator terminal 150.

  By combining the VOIP telephones 102 and 152, the cameras 103 and 153, and the video codecs 104 and 154, a telephone call can be made.

  The mobile data communication network 110 connects the mobile terminal 100 and an access point of an Internet service provider that provides connection to the Internet 120.

  The Internet 120 connects the mobile terminal 100 connected to the Internet 120 via the mobile data communication network 110 and the gateway 130 that permits connection to the call center server 140.

  The gateway 130 receives authentication data from the authentication driver 101 in the mobile terminal 100 via the Internet 120 and permits the connection between the mobile terminal 100 and the call center server 140. Also, secret communication between the mobile terminal 100 and the call center server 140 is established with the authentication driver 101. Furthermore, the gateway 130 has a firewall function.

  The call center server 140 causes the mobile terminal 100 to designate the operator terminal 150 that receives the call, and causes the designated operator terminal 150 to receive the call. Thereafter, VOIP data, moving image digital data, and other data transmitted from the mobile terminal 100 via the Internet 120 are distributed to the operator terminal 150.

  Next, with reference to FIG. 2, the flow of processing in the customer service system of this embodiment will be described in detail.

  In step 201, the mobile terminal 100 connects to an access point of an Internet service provider that provides a connection to the Internet 120 via the mobile data communication network 110. When the connection to the access point is permitted, the mobile terminal 100 is connected to the Internet 120.

  In step 202, the mobile terminal 100 is authenticated by the gateway 130 in order to connect to the call center server 140. When the mobile terminal 100 tries to connect to the call center server 140, the authentication driver 101 in the mobile terminal 100 transmits authentication data (password or public key authentication challenge) to the gateway 130. When the gateway 130 analyzes the received authentication data and determines that the user is a valid user, the gateway 130 permits the connection between the mobile terminal 100 and the call center server 140.

  Further, the authentication driver 101 and the gateway 130 establish a secret communication between the mobile terminal 100 and the call center server 140. For the secret communication, for example, encryption / decryption by IPsec (IP security protocol) is used. Thereafter, the VOIP data, moving image digital data, and other data to be transmitted are encrypted by the authentication driver 101 and the gateway 130, and these received data are decrypted.

  In step 203, the call center server 140 causes the mobile terminal 100 to select the operator terminal 150 that receives the call.

  In step 204, the call center server 140 causes the operator terminal 150 selected in step 203 to receive a call. The call center server 140 thereafter distributes the VOIP data, moving image digital data, and other data received from the mobile terminal 100 to the operator terminal 150.

  In step 205, the VOIP data, moving image digital data, and other data are communicated between the mobile terminal 100 and the operator terminal 150 that has received the call, thereby making an inquiry and answering it.

  In this embodiment, since the mobile terminal 100 and the operator terminal 150 are equipped with the VOIP telephones 102 and 152, a call can be made between the user and the operator by communicating the VOIP data.

  Further, since the mobile terminal 100 and the operator terminal 150 are equipped with the cameras 103 and 153 and the moving image codecs 104 and 154, the VOIP data and the moving image digital data are communicated, so that the television between the user and the operator can be obtained. A telephone call is possible.

  Further, other data can be communicated with the VOIP data and / or the moving image digital data. Other data includes various files and data for web collaboration. As a result, the application screen such as the Web screen or Word displayed on the operator terminal 150 can be displayed on the mobile terminal 100 as it is, and the cursor operated by the operator can be displayed on the mobile terminal 100. It becomes possible. Further, it is possible to display an application screen such as a Web screen or Word displayed on the mobile terminal 100 as it is on the operator terminal 150, and further display a cursor operated by the user on the operator terminal 150. become.

  VOIP data, moving image digital data, and other data are multiplexed and transmitted for mobile data communication. As a multiplexing method, for example, packet multiplexing can be considered. The VOIP packet and the moving image packet are output as a UDP (User Datagram Protocol) packet. Other data packets are output as TCP (Transmission Control Protocol) packets. Since the generation of the VOIP packet is constant (about 26 kbit / s), a surplus band of the mobile data communication band (for example, 64 kbit / s) is allocated to transmission of the moving image digital packet and other data packets.

  When the inquiry and the answer to the inquiry are completed, the communication is disconnected and terminated.

It is a figure which shows the structure of the customer service system of one Embodiment of this invention. It is a flowchart which shows the flow of a process in the customer response system of one Embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 Mobile terminal 101 Authentication driver 102 VOIP telephone 103 Camera 104 Video codec 110 Mobile data communication network 120 Internet 130 Gateway 140 Call center server 150 Operator terminal 152 VOIP telephone 153 Camera 154 Video codec

Claims (5)

Connected to a call center server that performs customer-facing work via a mobile data communication network and the Internet, and can make inquiries to the terminal device for operators connected to the call center server using not only voice but also Web linkage, A mobile terminal device that can receive an answer to the inquiry using not only voice but also Web cooperation from the operator terminal device,
VOIP telephone means;
A mobile terminal device comprising a first means for multiplexing VOIP data and transmission data including data for Web cooperation and transmitting the multiplexed data to the mobile data communication network. Moving image shooting means;
The moving image analog data acquired by the moving image photographing means is converted into moving image digital data, and the moving image digital data received from the operator terminal device via the Internet and the mobile data communication network is converted into moving image analog data. Means to convert,
It further has means for displaying moving image analog data on the display means,
2. The mobile terminal device according to claim 1, wherein the first means multiplexes transmission data including VOIP data, data for Web cooperation, and moving image digital data, and transmits the multiplexed data to the mobile data communication network. Connected to the call center server, accepts not only voice but also inquiries using web cooperation from the mobile terminal device via the mobile data communication network and the Internet and the call center server. First, an operator terminal device capable of answering the inquiry using Web cooperation,
VOIP telephone means;
A terminal device for an operator having a first means for multiplexing VOIP data and transmission data including data for Web cooperation and transmitting the multiplexed data to the call center server. Moving image shooting means;
The moving image analog data acquired by the moving image photographing means is converted into moving image digital data, and the moving image digital data received from the mobile terminal device via the mobile data communication network, the Internet and the call center server is converted into a moving image. Means for converting to image analog data;
It further has means for displaying moving image analog data on the display means,
4. The operator terminal device according to claim 3, wherein the first means multiplexes transmission data including VOIP data, Web linkage data, and moving image digital data, and transmits the multiplexed data to the call center server. The mobile terminal device according to claim 1 or 2 and the operator terminal device according to claim 3 or 4 can be used to answer not only voice but also web linkage, inquiries using moving images, and responses thereto. Customer service system.

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