Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP

Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP

This invention (The Customer Contact Channel Changer) 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)...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: OUELLETTE ROBERT JAMES, BATEMAN THOMAS HOWARD, MERSEREAU LAURIE EDWARD, CURRY TIMOTHY LEE, KIERSTEAD BRUCE EDWARD, NOBLE WILLIAM ALEXANDER, LOCKETT JOHN ALAN
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
COMPUTING
COUNTING
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRIC DIGITAL DATA PROCESSING
ELECTRICITY
PHYSICS
SELECTING
TELEPHONIC COMMUNICATION
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:This invention (The Customer Contact Channel Changer) 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.