US Patent No: 5,943,416

Number of patents in Portfolio can not be more than 2000

Automated survey control routine in a call center environment

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Importance

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Abstract

A call center is adapted to select calls on a preprogrammed basis for possible participation in a survey. Selected calls are transferred to an interrogation point, which may be by Interactive Voice Response, where the callers are asked if they will participate. For those callers who do not wish to participate, the calls are routed by normal routing rules. For those callers who do wish to participate, the calls are transferred according to survey routing rules, and after transaction with an agent, to a survey point where the survey is conducted. In one embodiment callers who indicate a willingness to participate, but hang up before being transferred to a survey point, are automatically called back, and then, if willing, transferred to the survey point.

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First Claim

Related Publications

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Patent Owner(s)

Patent OwnerAddressTotal Patents
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.SAN FRANCISCO, CA250

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Gisby, Doug 10 Sheffield Court, Lincolnshire, IL 60069 26 497

Cited Art

Patent Info (Count) # Cites Year
 
BELL TELEPHONE LABORATORIES, INCORPORATED (1)
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BELLSOUTH INTELLECTUAL PROPERTY CORPORATION (1)
5,838,774 Telephone polling method 129 1996
 
VERIZON SERVICES CORP. (1)
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Patent Citation Ranking

Forward Cites

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