Correlating information between internet and call center environments
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Aug 18, 2015
Grant Date -
Dec 8, 2011
app pub date -
Aug 8, 2011
filing date -
Aug 23, 1996
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.
First Claim
Family
International Classification(s)
- [Classification Symbol]
- [Patents Count]
Cited Art Landscape
Patent Citation Ranking
Advertisement
Advertisement
Advertisement
Recipient Email Address
Recipient Email Address
Comment
Recipient Email Address
Add to Portfolio(s)
To add this patent to one, or more, of your portfolios, simply click the add button.
This Patent is in these Portfolios:
Add to additional portfolios:
Last Refreshed On:
Changes done successfully