WO1997050235A1 - Telecommunications call centre - Google Patents
Telecommunications call centreInfo
- Publication number
- WO1997050235A1 WO1997050235A1 PCT/IB1997/000778 IB9700778W WO9750235A1 WO 1997050235 A1 WO1997050235 A1 WO 1997050235A1 IB 9700778 W IB9700778 W IB 9700778W WO 9750235 A1 WO9750235 A1 WO 9750235A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- customer
- call
- information
- data
- telecommunications system
- Prior art date
Links
Classifications
-
- 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
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
-
- 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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- 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
- H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13072—Sequence circuits for call signaling, ACD systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13095—PIN / Access code, authentication
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/1313—Metering, billing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13152—Callback
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13175—Graphical user interface [GUI], WWW interface, visual indication
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13179—Fax, still picture
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/1322—PBX
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13377—Recorded announcement
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04Q—SELECTING
- H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
- H04Q2213/13389—LAN, internet
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- General Engineering & Computer Science (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
Abstract
Description
Claims
Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
EP97926163A EP0908044A1 (en) | 1996-06-24 | 1997-06-10 | Telecommunications call centre |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
GB9613163.6 | 1996-06-24 | ||
GBGB9613163.6A GB9613163D0 (en) | 1996-06-24 | 1996-06-24 | Telecommunications system and method |
Publications (1)
Publication Number | Publication Date |
---|---|
WO1997050235A1 true WO1997050235A1 (en) | 1997-12-31 |
Family
ID=10795758
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/IB1997/000778 WO1997050235A1 (en) | 1996-06-24 | 1997-06-10 | Telecommunications call centre |
Country Status (3)
Country | Link |
---|---|
EP (1) | EP0908044A1 (en) |
GB (1) | GB9613163D0 (en) |
WO (1) | WO1997050235A1 (en) |
Cited By (27)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0909082A1 (en) * | 1997-09-02 | 1999-04-14 | Lucent Technologies Inc. | Using web page hit statistics to anticipate call center traffic |
WO1999038309A1 (en) * | 1998-01-20 | 1999-07-29 | Siemens Aktiengesellschaft | Information service in a telecommunications network |
WO1999040712A1 (en) * | 1998-02-05 | 1999-08-12 | British Telecommunications Public Limited Company | Call centre |
WO1999067726A1 (en) * | 1998-06-22 | 1999-12-29 | Telefonaktiebolaget Lm Ericsson (Publ) | Apparatus and method in a telecommunications system |
WO2000000908A2 (en) * | 1998-06-29 | 2000-01-06 | Koninklijke Philips Electronics N.V. | Telephone activated web server |
EP0978983A2 (en) * | 1998-08-07 | 2000-02-09 | Lucent Technologies Inc. | Telephone caller identification log with internet access |
FR2792480A1 (en) * | 1999-04-19 | 2000-10-20 | France Telecom | Private telephone network telephone service provision having terminal central switching circuit routing and interfaces server driven transmitting command signaling services providing and telephone line connected. |
GB2351869A (en) * | 1999-06-26 | 2001-01-10 | Ibm | Voice processing system |
EP1081929A2 (en) * | 1999-08-31 | 2001-03-07 | Tenovis GmbH & Co. KG | Method and circuit arrangement for operating a call center |
US6237093B1 (en) | 1997-06-30 | 2001-05-22 | Sonera Oyj | Procedure for setting up a secure service connection in a telecommunication system |
EP1114543A1 (en) * | 1998-09-11 | 2001-07-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
EP1114541A1 (en) * | 1998-09-24 | 2001-07-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing integrated routing for pstn and ipnt calls in a call center |
EP1372324A2 (en) * | 2002-06-10 | 2003-12-17 | Matsushita Electric Works, Ltd. | Portable radio communication terminal and call center apparatus |
GB2487734A (en) * | 2011-02-01 | 2012-08-08 | Dxi Ltd | An Answer Machine Detection (AMD) system using Network Level Binary Matching |
US8971216B2 (en) | 1998-09-11 | 2015-03-03 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
US9002920B2 (en) | 1998-09-11 | 2015-04-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
US9042372B2 (en) | 1998-09-24 | 2015-05-26 | Genesys Telecommunications Laboratories, Inc. | Call transfer using session initiation protocol (SIP) |
USRE45583E1 (en) | 1999-12-01 | 2015-06-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
USRE45606E1 (en) | 1997-02-10 | 2015-07-07 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
USRE46060E1 (en) | 1997-02-10 | 2016-07-05 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US9516171B2 (en) | 1997-02-10 | 2016-12-06 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
US9553755B2 (en) | 1998-02-17 | 2017-01-24 | Genesys Telecommunications Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
USRE46438E1 (en) | 1999-09-24 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
USRE46675E1 (en) | 2001-08-10 | 2018-01-16 | Genesys Telecommunications Laboratories, Inc. | Integrating SIP control messaging into existing communication center routing infrastructure |
Citations (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0311414A2 (en) * | 1987-10-08 | 1989-04-12 | Nec Corporation | Voice controlled dialer having memories for full-digit dialing for any users and abbreviated dialing for authorized users |
EP0401804A2 (en) * | 1989-06-07 | 1990-12-12 | Sharp Kabushiki Kaisha | Facsimile device |
WO1993022866A1 (en) * | 1992-04-24 | 1993-11-11 | Paragon Services International, Inc. | Interactive telephone system for optimizing service economy |
EP0740445A2 (en) * | 1995-04-21 | 1996-10-30 | Rockwell International Corporation | Method and system for establishing voice communications using a computer network |
-
1996
- 1996-06-24 GB GBGB9613163.6A patent/GB9613163D0/en active Pending
-
1997
- 1997-06-10 EP EP97926163A patent/EP0908044A1/en not_active Withdrawn
- 1997-06-10 WO PCT/IB1997/000778 patent/WO1997050235A1/en not_active Application Discontinuation
Patent Citations (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0311414A2 (en) * | 1987-10-08 | 1989-04-12 | Nec Corporation | Voice controlled dialer having memories for full-digit dialing for any users and abbreviated dialing for authorized users |
EP0401804A2 (en) * | 1989-06-07 | 1990-12-12 | Sharp Kabushiki Kaisha | Facsimile device |
WO1993022866A1 (en) * | 1992-04-24 | 1993-11-11 | Paragon Services International, Inc. | Interactive telephone system for optimizing service economy |
EP0740445A2 (en) * | 1995-04-21 | 1996-10-30 | Rockwell International Corporation | Method and system for establishing voice communications using a computer network |
Non-Patent Citations (1)
Title |
---|
"WORKSTATION COMMUNICATIONS SYSTEM", IBM TECHNICAL DISCLOSURE BULLETIN, vol. 37, no. 9, 1 September 1994 (1994-09-01), pages 101 - 104, XP000473347 * |
Cited By (56)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
USRE45606E1 (en) | 1997-02-10 | 2015-07-07 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
USRE46060E1 (en) | 1997-02-10 | 2016-07-05 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US9516171B2 (en) | 1997-02-10 | 2016-12-06 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
USRE46243E1 (en) | 1997-02-10 | 2016-12-20 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US6237093B1 (en) | 1997-06-30 | 2001-05-22 | Sonera Oyj | Procedure for setting up a secure service connection in a telecommunication system |
EP0909082A1 (en) * | 1997-09-02 | 1999-04-14 | Lucent Technologies Inc. | Using web page hit statistics to anticipate call center traffic |
US6188673B1 (en) | 1997-09-02 | 2001-02-13 | Avaya Technology Corp. | Using web page hit statistics to anticipate call center traffic |
KR100610031B1 (en) * | 1997-09-02 | 2006-11-10 | 루센트 테크놀러지스 인크 | How to Use Webpage Hit Statistics to Expect Call Center Call Volumes |
USRE46521E1 (en) | 1997-09-30 | 2017-08-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
WO1999038309A1 (en) * | 1998-01-20 | 1999-07-29 | Siemens Aktiengesellschaft | Information service in a telecommunications network |
US6654457B1 (en) | 1998-02-05 | 2003-11-25 | British Telecommunications | Call centre |
WO1999040712A1 (en) * | 1998-02-05 | 1999-08-12 | British Telecommunications Public Limited Company | Call centre |
CN1299490C (en) * | 1998-02-05 | 2007-02-07 | 英国电讯有限公司 | Call centre |
US9553755B2 (en) | 1998-02-17 | 2017-01-24 | Genesys Telecommunications Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
WO1999067726A1 (en) * | 1998-06-22 | 1999-12-29 | Telefonaktiebolaget Lm Ericsson (Publ) | Apparatus and method in a telecommunications system |
WO2000000908A3 (en) * | 1998-06-29 | 2000-03-23 | Koninkl Philips Electronics Nv | Telephone activated web server |
WO2000000908A2 (en) * | 1998-06-29 | 2000-01-06 | Koninklijke Philips Electronics N.V. | Telephone activated web server |
EP0978983A2 (en) * | 1998-08-07 | 2000-02-09 | Lucent Technologies Inc. | Telephone caller identification log with internet access |
EP0978983A3 (en) * | 1998-08-07 | 2002-01-30 | Lucent Technologies Inc. | Telephone caller identification log with internet access |
EP1114543A1 (en) * | 1998-09-11 | 2001-07-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
US8971216B2 (en) | 1998-09-11 | 2015-03-03 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
US9350808B2 (en) | 1998-09-11 | 2016-05-24 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
US9002920B2 (en) | 1998-09-11 | 2015-04-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US10218848B2 (en) | 1998-09-11 | 2019-02-26 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
EP1114543A4 (en) * | 1998-09-11 | 2006-05-10 | Genesys Telecomm Lab Inc | Method and apparatus for selectively presenting media-options to clients of a multimedia call center |
USRE46387E1 (en) | 1998-09-11 | 2017-05-02 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
EP1114541A1 (en) * | 1998-09-24 | 2001-07-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing integrated routing for pstn and ipnt calls in a call center |
EP1114541A4 (en) * | 1998-09-24 | 2005-01-12 | Genesys Telecomm Lab Inc | Method and apparatus for providing integrated routing for pstn and ipnt calls in a call center |
US9042372B2 (en) | 1998-09-24 | 2015-05-26 | Genesys Telecommunications Laboratories, Inc. | Call transfer using session initiation protocol (SIP) |
US7177411B1 (en) | 1999-04-19 | 2007-02-13 | France Telecom | System for implementing telephone services, control unit for an automatic switch and telephone and computer integration server |
FR2792480A1 (en) * | 1999-04-19 | 2000-10-20 | France Telecom | Private telephone network telephone service provision having terminal central switching circuit routing and interfaces server driven transmitting command signaling services providing and telephone line connected. |
WO2000064198A1 (en) * | 1999-04-19 | 2000-10-26 | France Telecom | System for implementing telephone services, control unit for an automatic switch and telephone and computer integration server |
GB2351869B (en) * | 1999-06-26 | 2003-12-31 | Ibm | A voice processing system |
GB2351869A (en) * | 1999-06-26 | 2001-01-10 | Ibm | Voice processing system |
US6873689B1 (en) | 1999-06-26 | 2005-03-29 | International Business Machines Corporation | Voice processing system |
EP1081929A3 (en) * | 1999-08-31 | 2003-12-03 | Tenovis GmbH & Co. KG | Method and circuit arrangement for operating a call center |
EP1081929A2 (en) * | 1999-08-31 | 2001-03-07 | Tenovis GmbH & Co. KG | Method and circuit arrangement for operating a call center |
USRE46438E1 (en) | 1999-09-24 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE46457E1 (en) | 1999-09-24 | 2017-06-27 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE45583E1 (en) | 1999-12-01 | 2015-06-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
USRE46675E1 (en) | 2001-08-10 | 2018-01-16 | Genesys Telecommunications Laboratories, Inc. | Integrating SIP control messaging into existing communication center routing infrastructure |
US7076236B2 (en) | 2002-06-10 | 2006-07-11 | Matsushita Electric Works, Ltd. | Portable radio communication terminal and call center apparatus |
EP1521436A3 (en) * | 2002-06-10 | 2005-04-20 | Matsushita Electric Works, Ltd. | Portable radio communication terminal and call center apparatus |
EP1521436A2 (en) * | 2002-06-10 | 2005-04-06 | Matsushita Electric Works, Ltd. | Portable radio communication terminal and call center apparatus |
EP1372324A3 (en) * | 2002-06-10 | 2004-02-25 | Matsushita Electric Works, Ltd. | Portable radio communication terminal and call center apparatus |
EP1372324A2 (en) * | 2002-06-10 | 2003-12-17 | Matsushita Electric Works, Ltd. | Portable radio communication terminal and call center apparatus |
US9794411B2 (en) | 2002-06-17 | 2017-10-17 | Genesys Telecommunications Laboratories, Inc. | Call transfer using session initiation protocol (SIP) |
USRE46751E1 (en) | 2002-06-17 | 2018-03-06 | Genesys Telecommunications Laboratories, Inc. | Call transfer using session initiation protocol (SIP) |
US10148820B2 (en) | 2002-06-17 | 2018-12-04 | Genesys Telecommunications Laboratories, Inc. | Call transfer using session initiation protocol (SIP) |
USRE46538E1 (en) | 2002-10-10 | 2017-09-05 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US9854006B2 (en) | 2005-12-22 | 2017-12-26 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
GB2487734B (en) * | 2011-02-01 | 2017-02-08 | Dxi Ltd | Answer machine detection system |
GB2487734A (en) * | 2011-02-01 | 2012-08-08 | Dxi Ltd | An Answer Machine Detection (AMD) system using Network Level Binary Matching |
Also Published As
Publication number | Publication date |
---|---|
GB9613163D0 (en) | 1996-08-28 |
EP0908044A1 (en) | 1999-04-14 |
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