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1. 发明授权

KR101793355B1 연락 센터용 지능형 자동 에이전트 有权
公开(公告)号：KR101793355B1
公开(公告)日：2017-11-20
申请号：KR1020157029613
申请日：2014-03-14
申请人： 그린에덴 유.에스. 홀딩스 II, 엘엘씨
发明人： 리아히,아크바 , 리스톡,허버트,윌리,아터
IPC分类号： G06Q30/02 , G06Q30/00
CPC分类号： H04M3/5235 , G06Q30/01 , G06Q30/02 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M3/5191 , H04M2203/401 , H04M2203/551
摘要： 기업용연락센터와고객의상호작용을처리하기위한시스템은프로세서, 고객프로파일데이터를저장하도록구성된비 일시적저장장치및 메모리를포함하는지능형자동에이전트를포함한다. 메모리는명령들을저장하고있으며, 상기명령들이프로세서에의해실행되면, 상기프로세서는연락센터와고객간의과거의상호작용에서고객에대한지식을학습하도록구성된인공지능엔진을실행하고, 미래상호작용에학습된지식을적용하며, 저장장치에고객프로파일데이터를유지시킨다. 상기고객프로파일데이터의유지는새로운상호작용의시작점에서상기고객프로파일데이터를검색하는과정, 상기검색된고객프로파일데이터를이용하여새로운상호작용을처리하는과정, 및상기새로운상호작용이과거상호작용으로반영될수 있도록새로운상호작용의완료후 고객프로파일데이터를업데이트하는과정을포함한다.

2. 发明公开

KR1020170122862A 연락 센터용 지능형 자동 에이전트 审中-实审
标题翻译：联络中心的智能自动代理
公开(公告)号：KR1020170122862A
公开(公告)日：2017-11-06
申请号：KR1020177031090
申请日：2014-03-14
申请人： 그린에덴 유.에스. 홀딩스 II, 엘엘씨
发明人： 리아히,아크바 , 리스톡,허버트,윌리,아터
IPC分类号： G06Q30/02 , G06Q30/00
CPC分类号： H04M3/5235 , G06Q30/01 , G06Q30/02 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M3/5191 , H04M2203/401 , H04M2203/551
摘要： 기업용연락센터와고객의상호작용을처리하기위한시스템은프로세서, 고객프로파일데이터를저장하도록구성된비 일시적저장장치및 메모리를포함하는지능형자동에이전트를포함한다. 메모리는명령들을저장하고있으며, 상기명령들이프로세서에의해실행되면, 상기프로세서는연락센터와고객간의과거의상호작용에서고객에대한지식을학습하도록구성된인공지능엔진을실행하고, 미래상호작용에학습된지식을적용하며, 저장장치에고객프로파일데이터를유지시킨다. 상기고객프로파일데이터의유지는새로운상호작용의시작점에서상기고객프로파일데이터를검색하는과정, 상기검색된고객프로파일데이터를이용하여새로운상호작용을처리하는과정, 및상기새로운상호작용이과거상호작용으로반영될수 있도록새로운상호작용의완료후 고객프로파일데이터를업데이트하는과정을포함한다.
摘要翻译：用于处理与公司联络中心的客户交互的系统包括处理器，被配置为存储客户简档数据的非易失性存储器以及包括存储器的智能自动代理。存储器存储指令，并且当指令由处理器执行时，处理器执行人工智能引擎，该人工智能引擎被配置为在联络中心与客户之间的过去交互中学习顾客的知识，并将客户配置文件数据存储在存储设备中。维护客户简档数据包括：在新交互的开始点检索客户简档数据;使用检索到的客户简档数据处理新的交互; 并在完成新的互动后更新客户资料数据。

3. 发明授权

KR101686791B1 각종 콜 센터 ＶＯＣ 음성 빅 데이터를 이용한 고객 ＣＲＭ 플랫폼 시스템 有权
标题翻译：集成客户关系管理平台系统，使用Voice Of Customer类型语音大数据的各种呼叫中心
公开(公告)号：KR101686791B1
公开(公告)日：2016-12-16
申请号：KR1020160043492
申请日：2016-04-08
申请人： (주)시엠아이코리아
发明人： 이상훈 , 정재윤
IPC分类号： G06F17/30 , G06Q30/02 , H04M3/51 , G10L15/00
CPC分类号： G06F17/30595 , G06F17/30194 , G06F17/30557 , G06Q30/0281 , G10L15/00 , H04M3/5183 , H04M2203/558
摘要： 본발명은각종콜 센터 VOC 음성빅 데이터를이용한통합 CRM 플랫폼시스템에관한것이다. 본발명은웹 데이터(11a), 모바일데이터(11b), 어플리케이션데이터(11c), 음성데이터(Voice)(11d) 및상담내역데이터(11e)를포함하는정보수집대상으로부터리소스데이터를수신하여데이터베이스플랫폼부(Database Platform)(12)으로전달하는리소스수집부(Resource)(11); 리소스수집부(Resource)(11)로부터수신된리소스데이터를저장하기위한데이터베이스를관계형데이터베이스관리시스템(Relational Data Base Management System, RDBMS)으로구성하기위해형성되는제 1 RDBMS(1st RDBMS)(12a); 데이터를통합하기위해제 1 RDBMS(1st RDBMS)(12a)와파일시스템(file system)(12d) 간의데이터를연계하기위한프로그램모듈로서로의규격에맞추어변형하고전송시키기위해파서(Parser)(12c) 프로그램을제어하고컨트롤하는 ETL(Extraction, Transformation, Load)(12b); 및대용량데이터저장시, 백업과복원을포함하여기업비즈니스에필요한데이터를분산형태의파일시스템으로구축하기위해ㅂ분산파일시스템을기반으로하여구현되는파일시스템(file system)(12d); 를포함하는것을특징으로한다. 이에의해, 각종콜 센터에서고객의불만사항이나문의사항에특정된상황을확인하고신속하게대체하기위해서는 VOC(Voice of Customer)의음성데이터와관공서, 병(의)원, 언론사, 각종서비스센터, 기업의인트라넷이통합 CRM 플랫폼을통해연계되는환경을제공한다. 또한, 본발명은, 수집되는 VOC 음성데이터를통합 CRM 플랫폼을통해모니터링하고관리할뿐만아니라, 각종비즈니스에서발생될수 있는손실요소들을탐지하거나사전에예방할수 있도록할 수있는효과를제공한다. 또한, 본발명은, 람다아키텍처모델을기반으로실시간데이터처리결과연계와기업의대용량데이터배치처리를효율적으로하는데중점을둠으로써, 관공서, 병(의)원, 언론사, 각종서비스센터, 기업등의고객들의불만에대한클레임정보와고객의행위에대한정보가서로융합되어처리되기위해서모든정보에대해서하나의시스템에서처리하도록하여실시간데이터연계를통해서해소하고모여진정보를지정된시간내에빠르게처리해야되는부분을분산병렬처리기술로해결할수 있는효과를제공한다. 뿐만아니라, 본발명은, 기업의 CRM 정보와 VOC 정보를하나의통합플랫폼시스템으로효율적으로통합하고방대해지는정보를가용성측면에서사용자가필요한시점에정보를제공하는효과가있다.

4. 发明授权

KR101477584B1 콜센터 네트워크 시스템 및 그에서의 호신호 처리 방법 有权
标题翻译：呼叫中心网络系统和处理呼叫信号的方法
公开(公告)号：KR101477584B1
公开(公告)日：2014-12-30
申请号：KR1020140077091
申请日：2014-06-24
申请人： (주)다드림아이앤에스
发明人： 김신중
IPC分类号： H04M3/51 , H04M3/06
CPC分类号： H04M3/5183 , H04M3/06
摘要： The present invention relates to a call center network system and a method for processing a call signal therein. An embodiment of the present invention provides the call center network system which includes: an external internet including a composite signal processing unit which separates and extracts originated information and a voice signal from an image voice composite signal from an external communications network to transfer the originated information and the voice signal to a gateway unit, and transmits an image signal from which the voice signal is separated and including the voice signal to a terminal according to line information, and an image PC terminal operated by a consultant and which receives the image signal from the composite signal processing unit to display an image; the gateway unit which separates an internal network and the external internet from each other, relay-connects the separated network, receives the originated information and the voice signal to process the voice signal, and to transfer the processed voice signal and the originated information to the internal network, receives and transfers the line information from the internal network to the composite signal processing unit; and the internal network including a call center server system which connects a consultant phone terminal with a line according to reception of the originated information to respond connected line information to the gateway unit, and transfers the received voice signal to the consultant phone terminal, and a consultant phone terminal operated by the consultant to receive the voice signal from the call center server system.
摘要翻译：本发明涉及呼叫中心网络系统及其中处理呼叫信号的方法。本发明的实施例提供了一种呼叫中心网络系统，其包括：外部网络，其包括复合信号处理单元，其从来自外部通信网络的图像语音复合信号中分离并提取发起的信息和语音信号，以传送所发起的信息和语音信号发送到网关单元，并且根据线信息将语音信号分离并包括语音信号的图像信号发送到终端，以及由顾问操作的图像PC终端，并且从图像信号接收图像信号所述复合信号处理单元显示图像; 将内部网络和外部互联网彼此分离的网关单元，中继连接分离的网络，接收发起的信息和语音信号以处理语音信号，并将处理的语音信号和发起的信息传送到内部网络，将线路信息从内部网络接收并传送到复合信号处理单元; 并且内部网络包括呼叫中心服务器系统，该呼叫中心服务器系统根据接收到的发起信息将顾问电话终端与线路连接，以将连接的线路信息应答到网关单元，并将接收到的语音信号传送到顾问电话终端，由顾问操作的顾问电话终端从呼叫中心服务器系统接收语音信号。

5. 发明公开

KR1020130137413A ＵＣ를 이용한 콜센터 시스템 및 이를 이용한 콜센터 서비스 제공 방법 有权
标题翻译：使用统一通信和呼叫中心服务提供方法使用该呼叫中心系统
公开(公告)号：KR1020130137413A
公开(公告)日：2013-12-17
申请号：KR1020120061001
申请日：2012-06-07
申请人： (주)모임스톤
发明人： 이창우 , 이권수 , 신성호 , 전민규 , 최봉진
IPC分类号： H04L29/06 , G06F9/44
CPC分类号： H04M3/5183 , H04M3/42221 , H04M3/42314 , G06F9/44 , G06F9/54 , H04L29/06 , H04M3/42
摘要： The present invention relates to call center system using unified communication (UC) and call center service-providing method using the same. A call center system according to one embodiment of the present invention includes a plurality of internet telephones and a plurality of computers, both connected to an office network, wherein an MUC application for integration communication is installed at each of the plurality of computers, wherein the MUC application can control operation of one internet telephone registered among the plurality of internet telephones. Also, a call center service-providing method uses an MUC application to integrally control calls from clients in a network and can record a call. [Reference numerals] (AA) Client 1;(BB) Client 2;(CC) Client n
摘要翻译：本发明涉及使用统一通信（UC）的呼叫中心系统和使用其的呼叫中心服务提供方法。根据本发明的一个实施例的呼叫中心系统包括连接到办公室网络的多个互联网电话和多个计算机，其中用于集成通信的MUC应用安装在所述多个计算机中的每一个上，其中， MUC应用可以控制在多个互联网电话中登记的一个互联网电话的操作。此外，呼叫中心服务提供方法使用MUC应用来整体地控制来自网络中的客户端的呼叫并且可以记录呼叫。（附图标记）（AA）客户端1;（BB）客户端2;（CC）客户端n

6. 发明公开

KR1020110097853A 상호작용 관리 시스템을 비즈니스 규칙 관리 시스템과 통합하는 방법 및 시스템 有权
标题翻译：将业务管理系统与业务规则管理系统集成的方法和系统
公开(公告)号：KR1020110097853A
公开(公告)日：2011-08-31
申请号：KR1020117014074
申请日：2009-12-10
申请人： 제네시스 텔레커뮤니케이션즈 래버러토리즈 인코포레이티드
发明人： 아니시모브니코레이 , 스코트마크 , 페트로비크예브게니이
IPC分类号： H04L12/28 , H04L29/06
CPC分类号： H04M3/5191 , G06Q10/067 , H04M3/51 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M2201/16
摘要： 콘택트 센터에서, 통신 이벤트를 프로세스하기 위한 시스템은 라우팅되도록 대기하는 이벤트들를 관리하기 위한 상호작용 서버, 이벤트들을 라우팅하기 위한 라우팅 서버, 규칙 엔진, 및 규칙 호출 로직을 실행하고, 규칙 엔진들과 상호작용하는 게이트웨이 서버를 갖는다. 상호작용 서버가 인입하는 이벤트들을 추적하고, 비즈니스 규칙들에 대한 순응(conformance)을 요구하는 각각의 이벤트에 대해, 특별한 라우팅 오브젝트를 포함하는 라우팅 서버로의 라우팅 요청을 시작 및 전달하고, 라우팅 오브젝트를 실행하는 라우팅 서버는 게이트웨이 서버에 실행 요청을 전달하고, 상기 게이트웨이 서버는 요청의 수신시 팩트들의 세트인, 비즈니스 오브젝트 모델(BOM)을 준비하고, 이에 따라 규칙 엔진이 이벤트를 라우팅하기 위해 라우팅 서버에 대한 라우팅 방향으로 귀결되는 팩트들에 적합한 규칙들을 실행한다.

7. 发明公开

KR1020100127424A 고객 응대 장치 및 방법 无效
标题翻译：客户信息显示在电话电话上
公开(公告)号：KR1020100127424A
公开(公告)日：2010-12-06
申请号：KR1020090045862
申请日：2009-05-26
申请人： 김준현 , 김민경
发明人： 김준현 , 김민경
IPC分类号： G06Q30/02
CPC分类号： G06Q30/0281 , H04M3/5183
摘要： PURPOSE: A customer response device and a method thereof are provided to decipher the information corresponding to the phone number which the customer put and provide the deciphered information to a call-forwarding phone thereby confirming the customer information outside in advance. CONSTITUTION: A receiver phone receives the caller phone number. A computer deciphers the customer information corresponding to the caller phone number. The computer transmits the deciphered information to the communications corporation server through the receiver phone. The communications corporation server transmits the customer information with the caller phone number to the call-forwarding phone.
摘要翻译：目的：提供客户响应设备及其方法，以将与客户所放置的电话号码相对应的信息解密并将解密的信息提供给呼叫转接电话机，从而事先确认客户信息。构成：接收方手机接收到来电号码。计算机解密对应于呼叫者电话号码的客户信息。计算机通过接收机电话将经解密的信息发送到通信公司服务器。通信公司服务器将具有呼叫者电话号码的客户信息发送到呼叫转接电话。

8. 发明授权

KR100822736B1 컴퓨터전화통합시스템 및 그 방법 失效
标题翻译：计算机与电话整合系统及其方法
公开(公告)号：KR100822736B1
公开(公告)日：2008-04-18
申请号：KR1020070014323
申请日：2007-02-12
申请人： 안덕기
发明人： 안덕기
IPC分类号： H04M3/51
CPC分类号： H04M3/5183
摘要： A computer and telephony integration system and a method thereof are provided to output a caller information window only to a computer of an agent who is in consultation with a caller by using a computer and telephony device for informing the computer of a reception state of a phone, thereby more kindly and quickly providing a service to the caller. A caller number collecting device(7) collects a phone number of a caller. Plural agent computers(16,18,20,22) receives reception state information of a receiver phone and caller phone number information, and outputs caller information to a monitor when a call is received in the receiver phone. A sharer(11) is connected to the plural agent computers. A server computer(9) receives the phone number of the caller from the caller number collecting device, and is connected to the sharer so as to transmit the phone number of the caller to the agent computer. Computer and telephony devices(60) are corresponded to the number of the agent computers, and transmit the reception state information of the receiver phone to the agent computer.
摘要翻译：提供了一种计算机和电话集成系统及其方法，用于仅通过使用计算机和电话设备向呼叫者咨询的代理的计算机输出呼叫者信息窗口，以向计算机通知电话的接收状态，从而更加友好和快速地向呼叫者提供服务。呼叫者号码收集装置（7）收集呼叫者的电话号码。多个代理计算机（16,18,20,22）接收接收机电话和呼叫者电话号码信息的接收状态信息，并且当在接收机电话中接收到呼叫时，将呼叫者信息输出到监视器。共享者（11）连接到多个代理计算机。服务器计算机（9）从呼叫者号码收集装置接收主叫方的电话号码，并连接到共享者，以将呼叫者的电话号码发送给代理计算机。计算机和电话设备（60）对应于代理计算机的号码，并将接收电话的接收状态信息发送到代理计算机。

9. 发明授权

KR100674637B1 지능망 서비스를 이용한 시스템 失效
标题翻译：使用智能网络服务的系统
公开(公告)号：KR100674637B1
公开(公告)日：2007-01-29
申请号：KR1020050074104
申请日：2005-08-12
申请人： 주식회사 아이엔커넥트
发明人： 신유식 , 현무준
IPC分类号： H04M3/51
CPC分类号： H04M3/5183
摘要： A system using an intelligent network service is provided to perform call connection between a customer terminal and a consultant terminal even when call connection between an SSP and an ARS card mounted on an ARS relaying a call is disconnected, thereby reducing communication construction costs. A system using an intelligent network service comprises the followings: a customer terminal(110); an SSP(Signal Switch Point)(120) which receives an intelligent network number calling signal for an ARS from a customer terminal and relays the intelligent network number calling signal and makes the call received to the ARS corresponding to a transmitted phone number calling signal for an ARS connection when the phone number calling signal for ARS connection is transmitted; an SCP(Signal Control Point)(130); an NTS(Network Telephony Server)(140); a URS(Universal Routing Server)(150); an ARS(Automatic Response System)(160); T server(170); and a PBX(Private Branch eXchange)(180).
摘要翻译：提供使用智能网络服务的系统，即使在SSP与安装在转发呼叫的ARS上的ARS卡之间的呼叫连接被断开的情况下，即使在客户终端和顾问终端之间进行呼叫连接，从而降低通信建设成本。一种使用智能网络服务的系统包括：客户终端（110）; SSP（信号交换点）（120），其接收来自用户终端的用于ARS的智能网号呼叫信号，并且中继智能网号码呼叫信号，并使接收到的呼叫与所发送的电话号码呼叫信号对应的ARS 发送用于ARS连接的电话号码呼叫信号时的ARS连接; SCP（信号控制点）（130）; NTS（网络电话服务器）（140）; URS（通用路由服务器）（150）; 一个ARS（自动响应系统）（160）; T服务器（170）; 和一个PBX（Private Branch eXchange）（180）。

10. 发明授权

KR100674636B1 지능망과 연동된 콜센타 시스템 失效
标题翻译：具有智能网络的呼叫中心系统
公开(公告)号：KR100674636B1
公开(公告)日：2007-01-29
申请号：KR1020050074103
申请日：2005-08-12
申请人： 주식회사 아이엔커넥트
发明人： 신유식 , 현무준
IPC分类号： H04M3/51
CPC分类号： H04M3/5183
摘要： A call center system interworked with an intelligent network is provided to enable an intelligent network service providing system to be operated although call connection between a consultant terminal, previously connected with a customer terminal, and an SSP is disconnected when the customer terminal is connected to the other consultant terminal, thereby reducing communication construction costs. A call center system interworked with an intelligent network comprises the followings: a customer terminal(110); an SSP(Signal Switch Point)(120) which receives a signal, calling a representative phone for customer consultation, from a customer terminal, relays the call signal, and makes the enterprise calling signal for customer consultation received to a corresponding PBX having enterprise phone number information, included in the transmitted enterprise calling signal for customer consultation, when the enterprise calling signal for customer consultation is transmitted; an SCP(Signal Control Point)(130); an NTS(Network Telephony Server)(140); a URS(Universal Routing Server)(150); a PBX(Private Branch eXchange)(160); a PC(Personal Computer)(210); and T server(220).
摘要翻译：提供与智能网络相互配合的呼叫中心系统，以便能够操作智能网络服务提供系统，尽管当客户终端连接到客户终端时，先前与客户终端连接的顾问终端与SSP之间的呼叫连接被断开其他顾问终端，从而降低通信建设成本。与智能网络相互配合的呼叫中心系统包括：客户端（110）; 从客户终端接收信号，呼叫客户咨询的代表电话的SSP（信号交换点）（120）中继呼叫信号，并将用于客户咨询的企业呼叫信号接收到具有企业电话的相应PBX 号码信息，用于客户咨询的传输企业呼叫信号，传送用于客户咨询的企业呼叫信号; SCP（信号控制点）（130）; NTS（网络电话服务器）（140）; URS（通用路由服务器）（150）; 一个集团电话（Private Branch eXchange）（160）; PC（个人计算机）（210）; 和T服务器（220）。

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