Invention Grant
US08438314B2 Method and system for coordinating data and voice communications via customer contact channel changing system
失效
通过客户联络渠道切换系统协调数据和语音通信的方法和系统
- Patent Title: Method and system for coordinating data and voice communications via customer contact channel changing system
- Patent Title (中): 通过客户联络渠道切换系统协调数据和语音通信的方法和系统
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Application No.: US11636904Application Date: 2006-12-12
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Publication No.: US08438314B2Publication Date: 2013-05-07
- Inventor: Thomas Howard Bateman , Bruce Edward Kierstead , William Alexander Noble , Timothy Lee Curry , John Alan Lockett , Laurie Edward Mersereau , Robert James Ouellette
- Applicant: Thomas Howard Bateman , Bruce Edward Kierstead , William Alexander Noble , Timothy Lee Curry , John Alan Lockett , Laurie Edward Mersereau , Robert James Ouellette
- Applicant Address: US VA Alexandria
- Assignee: Pragmatus Telecom, LLC
- Current Assignee: Pragmatus Telecom, LLC
- Current Assignee Address: US VA Alexandria
- Agency: Buchanan Ingersoll & Rooney PC
- Main IPC: G06F3/00
- IPC: G06F3/00 ; H04M1/64
Abstract:
This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center 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.
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