Communications and control arrangement and operating method for said arrangement
First Claim
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1. A communications and control arrangement of a call center, with a telecommunications system, a plurality of agent workstations, each having a telecommunications terminal device and a data terminal device, and an automatic announcement unit connected via a local area network to the agent workstations, comprising:
- a speech recognition unit provided centrally in the telecommunications system and/or locally in the data terminal devices of the agent workstations; and
a process control unit connected to and interacting with the local or central speech recognition unit and the announcement unit is provided in the data terminal devices.
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Abstract
A communications and control arrangement of a call center, whereby a speech recognition unit is provided centrally in the telecommunications system and/or in each case locally in the data terminal devices of the agent workstations, and a process control unit connected to and interacting with the local or central speech recognition unit and the announcement unit is provided in each case in the data terminal devices.
11 Citations
14 Claims
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1. A communications and control arrangement of a call center, with a telecommunications system, a plurality of agent workstations, each having a telecommunications terminal device and a data terminal device, and an automatic announcement unit connected via a local area network to the agent workstations, comprising:
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a speech recognition unit provided centrally in the telecommunications system and/or locally in the data terminal devices of the agent workstations; and
a process control unit connected to and interacting with the local or central speech recognition unit and the announcement unit is provided in the data terminal devices. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 14)
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11. An operating method of a call center which is set up with a telecommunications system, a plurality of agent workstations, each having a telecommunications terminal device, and a data terminal device, and an automatic announcement unit connected via a local area network to the agent workstations, comprising:
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providing at least one service through interaction of one speech recognition unit provided centrally in the telecommunications system and/or a plurality of speech recognition units provided locally in the data terminal devices of the agent workstations; and
controlling distributed communication of the automatic announcement unit and the agent with a customer via a process control unit. - View Dependent Claims (12, 13)
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Specification