Fujitsu Corporation

Yuusuke Tounai

Hiroshi Yoshida

Shingo Hirono

Naoto Kawashima

Naoto Matsudaira

A line connection apparatus is disclosed. To hold a line, on-hook is set to a first terminal of a first person who holds the line to output voice of a second person for whom the line is held from the first terminal. First identification of the first person is recorded by corresponding to second identification of the second person. To set a lock, when the disconnection of the line being held is recognized, a connection condition to lock the line is acquired from the first person, for the first terminal to receive a re-connection request from a same second person who disconnects the line in a hold state. To control a connection in response to the re-connection request by the same second person, the first terminal is controlled to receive the re-connection request based on the first identification corresponding to the second identification indicated by the re-connection request.

Line connection apparatus and method

The communication support device includes: a storing unit configured to store an utterance of a first speaker transmitted from a first terminal as utterance information; an analyzing unit configured to obtain a holding notice which sets communications with the first terminal to a holding state, the communications being transmitted from a second terminal used by a second speaker who communicates with the first speaker, and to analyze features of utterance information which correspond to a time of a holding state; and an instructing unit configured to output to the second terminal determination information on the first speaker based on the features of the utterance information of the first speaker.

Communication support device and communication support method

An call evaluation device pairs an utterance of the first speaker and an utterance of the second speaker, which are associated with the same screen identification information, to be a question and answer, obtains a totalized value of the number of question and answers for each screen identification information and an utterance time of the second speaker for each question and answer, and generates display information to cause an output device to display the totalized value of the number of question and answers for each screen identification information and the utterance time of the second speaker for each question and answer.

Call evaluation device and call evaluation method

A line connection apparatus is disclosed. A hold/release recognition part records first person identification information by corresponding to second person identification information in a connection database stored in a storage part when a hold is recognized. The first person identification information identifies a first person who holds a line. The second person identification information identifies a second person for whom the line is held. The connection database maintains a state of holding a line and releasing a hold of the line. The connection control part refers to the connection control database and has a first person terminal of the first person in a hold state based on the first person identification information, which is corresponded to the second person identification information indicated by a re-connection request, in response to the re-connection request conducted by a same second person after the line is disconnected in the hold state.

An operator evaluation support device includes a speech recording unit that records speech times of a customer and an operator during a telephone call; a display recording unit that records a display time of a screen on an operator terminal, with screen identification information; a content recording unit that records screen content information with the screen identification information; a providing unit that creates call information indicating the speech times, the display time, and the screen content information, and sends the call information and voice files of speeches of the customer and the operator to an administrator terminal; and a determining unit that receives, from the administrator terminal, a selection of the speech, and when the selected speech is included in a predetermined time from a switching timing of the screen, the determining unit determines, as play speeches, the selected speech and another speech included in the predetermined time.

Operator evaluation support device and operator evaluation support method

An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is transmitted to an operator terminal used by an operator in association with an identifier of the operator that serves customers, for each of a plurality of operators, a load degrees storage unit configured to store load degrees of an operator in association with a number of transmission times of browsing information, a determining unit configured to specify a number of transmission times corresponding to a specific one of the identifies of the operators by referring to the browsing times history storage unit, and specify load degrees corresponding to the specified number of transmission times by referring to the load degrees storage unit, and an output unit configured to output the specified load degrees.

Operator management apparatus and method

An operator evaluation support device includes a speech recording unit configured to record speech times of a customer and an operator during a telephone call; a superposition identifying unit configured to refer to the speech recording unit and identify a superposition speech, which is a speech of the operator that has started during a speech of the customer; a problematic superposition identifying unit configured to identify a problematic superposition speech among the superposition speeches, by comparing a sound quality of a speech of the customer that has started after the superposition speech with a standard sound quality; a call information creating unit configured to refer to the speech recording unit and create telephone call information indicating the identified problematic superposition speech during the telephone call; and a sending unit configured to send the created telephone call information to an administrator terminal used by an administrator evaluating the operator.

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Nishi, Japan

Yuusuke Tounai