CA2391428A1 - System for obtaining help over a communication system by using specific customer contact channels - Google Patents

System for obtaining help over a communication system by using specific customer contact channels Download PDF

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Publication number
CA2391428A1
CA2391428A1 CA002391428A CA2391428A CA2391428A1 CA 2391428 A1 CA2391428 A1 CA 2391428A1 CA 002391428 A CA002391428 A CA 002391428A CA 2391428 A CA2391428 A CA 2391428A CA 2391428 A1 CA2391428 A1 CA 2391428A1
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CA
Canada
Prior art keywords
customer
contact channels
customer contact
world wide
wide web
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002391428A
Other languages
French (fr)
Other versions
CA2391428C (en
Inventor
Thomas Howard Bateman
Bruce Edward Kierstead
William Alexander Noble (Sandy)
John Alan Lockett
Laurie Edward Mersereau
Robert James Ouellette
Timothy Lee Curry
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Bell Aliant Regional Communications LP
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US08/532,537 external-priority patent/US5884032A/en
Application filed by Individual filed Critical Individual
Publication of CA2391428A1 publication Critical patent/CA2391428A1/en
Application granted granted Critical
Publication of CA2391428C publication Critical patent/CA2391428C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/42—Graphical user interfaces
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
    • H04M2203/357—Autocues for dialog assistance

Abstract

This invention enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web ) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
CA002391428A 1995-09-25 1996-06-10 System for obtaining help over a communication system by using specific customer contact channels Expired - Fee Related CA2391428C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US08/532,537 US5884032A (en) 1995-09-25 1995-09-25 System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US08/532,537 1995-09-25
CA002178705A CA2178705C (en) 1995-09-25 1996-06-10 Customer contact channel changer

Related Parent Applications (1)

Application Number Title Priority Date Filing Date
CA002178705A Division CA2178705C (en) 1995-09-25 1996-06-10 Customer contact channel changer

Publications (2)

Publication Number Publication Date
CA2391428A1 true CA2391428A1 (en) 1997-03-26
CA2391428C CA2391428C (en) 2009-01-06

Family

ID=25678503

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002391428A Expired - Fee Related CA2391428C (en) 1995-09-25 1996-06-10 System for obtaining help over a communication system by using specific customer contact channels

Country Status (1)

Country Link
CA (1) CA2391428C (en)

Cited By (18)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP1114543A1 (en) * 1998-09-11 2001-07-11 Genesys Telecommunications Laboratories, Inc. Method and apparatus for selectively presenting media-options to clients of a multimedia call center
EP1183617A1 (en) * 1999-05-11 2002-03-06 Pisces Internet Systems Pty. Ltd Signalling apparatus and method
JP2004096778A (en) * 2003-10-16 2004-03-25 Sharp Corp Information processing system
CN100407799C (en) * 1999-03-01 2008-07-30 罗克韦尔电子商业公司 ACD multi-media user communication routing select with time-relay notice
EP2312820A1 (en) * 2009-10-15 2011-04-20 Avaya Inc. Selection and initiation of IVR scripts by contact center agents
CN1535424B (en) * 2001-06-19 2012-09-05 瀛洲投资有限责任公司 Server for processing message
US8358746B2 (en) 2009-10-15 2013-01-22 Avaya Inc. Method and apparatus for unified interface for heterogeneous session management
US8971216B2 (en) 1998-09-11 2015-03-03 Alcatel Lucent Method for routing transactions between internal and external partners in a communication center
US9002920B2 (en) 1998-09-11 2015-04-07 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
USRE45583E1 (en) 1999-12-01 2015-06-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
USRE45606E1 (en) 1997-02-10 2015-07-07 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
USRE46060E1 (en) 1997-02-10 2016-07-05 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US9516171B2 (en) 1997-02-10 2016-12-06 Genesys Telecommunications Laboratories, Inc. Personal desktop router
US9553755B2 (en) 1998-02-17 2017-01-24 Genesys Telecommunications Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
USRE46438E1 (en) 1999-09-24 2017-06-13 Genesys Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level

Cited By (29)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
USRE45606E1 (en) 1997-02-10 2015-07-07 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
USRE46243E1 (en) 1997-02-10 2016-12-20 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US9516171B2 (en) 1997-02-10 2016-12-06 Genesys Telecommunications Laboratories, Inc. Personal desktop router
USRE46060E1 (en) 1997-02-10 2016-07-05 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
USRE46521E1 (en) 1997-09-30 2017-08-22 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US9553755B2 (en) 1998-02-17 2017-01-24 Genesys Telecommunications Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
USRE46387E1 (en) 1998-09-11 2017-05-02 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US10218848B2 (en) 1998-09-11 2019-02-26 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US8971216B2 (en) 1998-09-11 2015-03-03 Alcatel Lucent Method for routing transactions between internal and external partners in a communication center
US9002920B2 (en) 1998-09-11 2015-04-07 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
EP1114543A1 (en) * 1998-09-11 2001-07-11 Genesys Telecommunications Laboratories, Inc. Method and apparatus for selectively presenting media-options to clients of a multimedia call center
EP1114543A4 (en) * 1998-09-11 2006-05-10 Genesys Telecomm Lab Inc Method and apparatus for selectively presenting media-options to clients of a multimedia call center
US9350808B2 (en) 1998-09-11 2016-05-24 Alcatel Lucent Method for routing transactions between internal and external partners in a communication center
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
CN100407799C (en) * 1999-03-01 2008-07-30 罗克韦尔电子商业公司 ACD multi-media user communication routing select with time-relay notice
EP1183617A1 (en) * 1999-05-11 2002-03-06 Pisces Internet Systems Pty. Ltd Signalling apparatus and method
EP1183617A4 (en) * 1999-05-11 2007-11-14 Newsnet Ltd Signalling apparatus and method
USRE46457E1 (en) 1999-09-24 2017-06-27 Genesys Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46438E1 (en) 1999-09-24 2017-06-13 Genesys Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE45583E1 (en) 1999-12-01 2015-06-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
CN1535424B (en) * 2001-06-19 2012-09-05 瀛洲投资有限责任公司 Server for processing message
USRE46538E1 (en) 2002-10-10 2017-09-05 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
JP2004096778A (en) * 2003-10-16 2004-03-25 Sharp Corp Information processing system
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US9854006B2 (en) 2005-12-22 2017-12-26 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
EP2312820A1 (en) * 2009-10-15 2011-04-20 Avaya Inc. Selection and initiation of IVR scripts by contact center agents
US8358746B2 (en) 2009-10-15 2013-01-22 Avaya Inc. Method and apparatus for unified interface for heterogeneous session management
US8363796B2 (en) 2009-10-15 2013-01-29 Avaya Inc. Selection and initiation of IVR scripts by contact center agents

Also Published As

Publication number Publication date
CA2391428C (en) 2009-01-06

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Effective date: 20160610