Patent ID: 6697481
Filing Date: 2004-02-24
Classification: H04M

Abstract:
A call center system in which a customer's computer terminal is connected via the Internet to an operator's computer terminal provided in a call center and a customer's telephone is connected via a public telephone network to an operator's telephone in a call center, wherein said call center system comprising:a storage means for storing historical information with regard to handling of a plurality of customers in the past, a customer data receiving means for receiving identification data of a customer from said customer's computer terminal, an information acquiring means for acquiring historical information of said customer corresponding to said received identification data from said stored historical information, a historical information providing means for providing said acquired historical information to said customer's computer terminal, a requesting means for requesting said customer's computer terminal to select an operator to be contacted, based on said historical information provided to said customer's computer terminal, a selection data receiving means for receiving information of an operator which said customer selected from said historical information, a first connection means for connecting a selected operator's computer terminal to said customer's computer terminal, and a second connection means for connecting a selected operator's telephone to said customer's telephone.