Importance

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Abstract

Methods and systems conduct a call center communication session (such as a network chat session, video conference, and/or a verbal telephone call) between a user and a call center representative using a specialized call center device (such as a specialized telephone device that provides a call center). These methods and systems use the specialized call center device to automatically identify a topic presented during the call center communication session and to automatically select a commercial opportunity relating to the topic based on previously established relationships between commercial opportunities and topics. Then, these methods and systems use a graphic user interface of the specialized call center device to automatically instruct the call center representative to provide the commercial opportunity to the user before terminating the call center communication session.

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First Claim