Universal multi-browser interface for customer service representatives
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United States of America Patent
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Nov 24, 2009
Grant Date -
Feb 9, 2006
app pub date -
Aug 3, 2004
filing date -
Jun 30, 2004
priority date (Note) -
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status (Latency Note)
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Abstract
A computer-implemented method for providing customer service, comprising providing an external user interface (UI) remotely accessible by customers via a global computer information network; providing an internal UI accessible by call-center customer service representatives (CSRs); retrieving from databases and displaying information on the internal and external UIs; automatically storing information entered via the internal UI and information entered via the external UI in the databases; and receiving and automatically processing instructions entered via the internal UI and instructions entered via the external UI. The internal and external UI each include a shared website browser that displays information in a specific format, has a specific functionality, and receives information for processing. The internal UI also comprises one or more limited access browsers accessible only by the CSR, including a client search and/or data display browser; a contact history browser; a customer needs assessment browser, or a combination thereof.
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