Method and system for coordinating data and voice communications via customer contact channel changing system
First Claim
Patent Images
1. A call center comprising:
- an interface configured to receive information provided in a help request form, the information comprising a customer'"'"'s IP address; and
a dialing system coupled to the interface and configured to establish a voice over IP connection to the IP address identified in the help request form.
5 Assignments
0 Petitions
Accused Products
Abstract
This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
41 Citations
10 Claims
-
1. A call center comprising:
-
an interface configured to receive information provided in a help request form, the information comprising a customer'"'"'s IP address; and
a dialing system coupled to the interface and configured to establish a voice over IP connection to the IP address identified in the help request form. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
-
-
9. An automated call distribution system comprising a server and a call centre, the server providing network service to a customer terminal, with the server comprising one or more pages downloadable to the customer terminal operable to provide a remote help option selectable by a user of the customer terminal, and upon selection of the remote help option, send a help request to the call centre identifying a contact channel through which the user of the customer terminal can be reached;
-
the call centre being operable to receive the help request and to contact the user of the customer terminal using the contact channel identified in the help request;
wherein the remote help option provides for the selection of one of a plurality of different contact channels.
-
-
10. An automated call distribution system comprising a server and a call centre, the server providing network service to a customer terminal, with the server comprising one or more pages downloadable to the customer terminal and being operable to provide a remote help option selectable by a user of the customer terminal, and upon selection of the remote help option, to send a help request to the call centre identifying a contact channel through which the user of the customer terminal can be reached;
-
the call centre being operable to receive the help request and to contact the user of the customer terminal using the contact channel identified in the help request;
wherein the remote help option provides for the selection of either a voice over IP connection or a PSTN connection as the contact channel.
-
Specification
-
- Resources
Litigation Campaign Assessment
Thank you for your request. You will receive a custom alert email when the Litigation Campaign Assessment is available.
×
-
Current AssigneePragmatus Telecom LLC (Pragmatus)
-
Original AssigneeInnovatia, Inc.
-
InventorsMersereau, Laurie, Noble, William, Kierstead, Bruce, Curry, Timothy, Bateman, Thomas, Lockett, John, Ouellette, Robert
-
Granted Patent
-
Time in Patent OfficeDays
-
Field of Search
-
US Class Current710/6
-
CPC Class CodesG06F 16/957 Browsing optimisation, e.g....H04L 67/02 based on web technology, e....H04L 69/329 in the application layer [O...H04L 9/40 Network security protocolsH04M 11/06 Simultaneous speech and dat...H04M 2242/22 Automatic class or number i...H04M 3/42042 Notifying the called party ...H04M 3/42102 Making use of the called pa...H04M 3/42195 Arrangements for calling ba...H04M 3/42323 PBX's with CTI arrangementsH04M 3/48 Arrangements for recalling ...H04M 3/493 Interactive information ser...H04M 3/4938 comprising a voice browser ...H04M 3/51 Centralised call answering ...H04M 3/5125 with remote located operatorsH04M 3/5158 in combination with automat...H04M 3/5166 in combination with interac...H04M 3/5191 interacting with the InternetH04M 3/523 with call distribution or q...H04M 3/5231 with call back arrangementsView All
