Importance

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Abstract

A system and method for customer satisfaction survey for a customer service provided over a telephone network. A customer initiates a telephone call to a customer service number provided by a company. The company's PBX receives the call and transfers it to a computer telephony integration (CTI) server for dynamically assigning an available customer service representative to the call. During the course of a call, the CTI server monitors the call for push-tones transmitted by the caller. Receipt of a push-tone during the conversation is assumed to be an indication of the customer's satisfaction associated with the call at the time the push-tone was transmitted. The CTI server also presents questions to the customer at the end of the call but prior to hangup to receive additional feedback about the customer's satisfaction about the call. The gathered information is stored as customer satisfaction data for later analysis by an analysis computer.

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First Claim