Method and system for coordinating data and voice communications via contact channel changing system
DC CAFC
First Claim
1. A system for connecting a call center to a customer computer having a customer IP address, the system comprising a server configured to transmit a page having a URL for presentation on a remote customer computer, the page including a remote help option which when selected generates a help request form including the customer IP address, and the server further configured to forward the generated help request form to the call center.
5 Assignments
Litigations
0 Petitions
Reexamination
Accused Products
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.
28 Citations
3 Claims
- 1. A system for connecting a call center to a customer computer having a customer IP address, the system comprising a server configured to transmit a page having a URL for presentation on a remote customer computer, the page including a remote help option which when selected generates a help request form including the customer IP address, and the server further configured to forward the generated help request form to the call center.
Specification
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- Resources
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Current AssigneePragmatus Telecom LLC (Pragmatus, LLC)
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Original AssigneeInnovatia, Inc.
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InventorsKierstead, Bruce Edward, Noble, William Alexander (Sandy), Bateman, Thomas Howard, Lockett, John Alan, Curry, Timothy Lee, Mersereau, Laurie Edward, Ouellette, Robert James
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Primary Examiner(s)Browne; Lynne H.
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Assistant Examiner(s)Stoynov; Stefan
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Application NumberUS10/663,740Publication NumberTime in Patent Office1,203 DaysField of Search710/6, 710/36, 710/39, 709/203, 709/204, 709/206, 709/227, 370/356, 379/210.01, 379/265.02, 379/265.09US Class Current710/6CPC 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
