CA2383665A1 - Multi-tasking, web-based call center - Google Patents

Multi-tasking, web-based call center Download PDF

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Publication number
CA2383665A1
CA2383665A1 CA002383665A CA2383665A CA2383665A1 CA 2383665 A1 CA2383665 A1 CA 2383665A1 CA 002383665 A CA002383665 A CA 002383665A CA 2383665 A CA2383665 A CA 2383665A CA 2383665 A1 CA2383665 A1 CA 2383665A1
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CA
Canada
Prior art keywords
agents
customers
customer
web
call center
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002383665A
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French (fr)
Other versions
CA2383665C (en
Inventor
Robert Barron Price
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Technology LLC
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Individual
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Filing date
Publication date
Family has litigation
First worldwide family litigation filed litigation Critical https://patents.darts-ip.com/?family=23651103&utm_source=google_patent&utm_medium=platform_link&utm_campaign=public_patent_search&patent=CA2383665(A1) "Global patent litigation dataset” by Darts-ip is licensed under a Creative Commons Attribution 4.0 International License.
Application filed by Individual filed Critical Individual
Publication of CA2383665A1 publication Critical patent/CA2383665A1/en
Application granted granted Critical
Publication of CA2383665C publication Critical patent/CA2383665C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0042—Services and arrangements where telephone services are combined with data services where the data service is a text-based messaging service
    • H04M7/0045—Services and arrangements where telephone services are combined with data services where the data service is a text-based messaging service where the text-based messaging service is an instant messaging service
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0054—Services and arrangements where telephone services are combined with data services where the data service is an electronic mail service
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/552—Call annotations
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing

Abstract

A system for a web-based call center (18) to provide assistance to multiple simultaneous customers (10). The system includes at least one external communication pathway through which a customer can submit a request to the enterprise contact center (20). The enterprise contact center (20) includes a pool of agents (28) that can provide information in response to requests submitted by customers (10). The system also includes a software engine that routes and schedules customer request to available agents via internal communication pathways. Agents (28) can view customer data on a user interface. The customer data can aid the agents (28) in providing information to the customers (10). Agents (28) can multitask by providing assistance to multiple customers (10) at one time. Agents (28) can respond to customer requests using web and telephone communication pathways.
CA002383665A 1999-10-13 2000-08-10 Multi-tasking, web-based call center Expired - Lifetime CA2383665C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09/416,737 1999-10-13
US09/416,737 US6389132B1 (en) 1999-10-13 1999-10-13 Multi-tasking, web-based call center
PCT/US2000/022152 WO2001028206A1 (en) 1999-10-13 2000-08-10 Multi-tasking, web-based call center

Publications (2)

Publication Number Publication Date
CA2383665A1 true CA2383665A1 (en) 2001-04-19
CA2383665C CA2383665C (en) 2005-10-25

Family

ID=23651103

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002383665A Expired - Lifetime CA2383665C (en) 1999-10-13 2000-08-10 Multi-tasking, web-based call center

Country Status (6)

Country Link
US (1) US6389132B1 (en)
EP (1) EP1238523A4 (en)
JP (1) JP2003523109A (en)
AU (1) AU6903500A (en)
CA (1) CA2383665C (en)
WO (1) WO2001028206A1 (en)

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* Cited by examiner, † Cited by third party
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