Loyalty structured call routing system

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United States of America Patent

PATENT NO 9344566
SERIAL NO

14701767

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A context-based call routing architecture includes an interactive voice recognition device configured to processes incoming voice telephone calls through automatic voice recognition. A customer search Web service in communication with the interactive voice recognition device is configured to automatically access customer data and a priority variable stored in a relational database. An intelligent contact management system is configured to route and assign incoming voice telephone calls to a priority queue accessible to a Private Branch Exchange system. The priority variable may be based on loyalty metrics.

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Patent Owner(s)

  • PROGRESSIVE CASUALTY INSURANCE COMPANY

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Blackburn, Bart Chardon, US 2 11
Centrello, William J Hudson, US 2 11
Coutts, Chris A Solon, US 2 11
Graham, Melissa S Perry, US 2 11
Kocher, Shawn L Fairview Park, US 2 11
Willingham, Geoffrey Colorado Springs, US 2 11

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