WO2002060161A3 - Call center with ivr, whereby customer information and call control functions are presented to the agents in web documents - Google Patents

Call center with ivr, whereby customer information and call control functions are presented to the agents in web documents Download PDF

Info

Publication number
WO2002060161A3
WO2002060161A3 PCT/IB2002/000141 IB0200141W WO02060161A3 WO 2002060161 A3 WO2002060161 A3 WO 2002060161A3 IB 0200141 W IB0200141 W IB 0200141W WO 02060161 A3 WO02060161 A3 WO 02060161A3
Authority
WO
WIPO (PCT)
Prior art keywords
call
data
ivr
call center
agents
Prior art date
Application number
PCT/IB2002/000141
Other languages
French (fr)
Other versions
WO2002060161A2 (en
Inventor
Paul Tidwell
Original Assignee
Ericsson Inc
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
Application filed by Ericsson Inc filed Critical Ericsson Inc
Priority to AU2002225272A priority Critical patent/AU2002225272A1/en
Publication of WO2002060161A2 publication Critical patent/WO2002060161A2/en
Publication of WO2002060161A3 publication Critical patent/WO2002060161A3/en

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
    • H04M3/50—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
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H04M2203/254—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode where the visual mode comprises menus
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements

Abstract

A call center (10) handles incoming calls in a call center (10) initially through an IVR unit (18) with receives preprogrammed instructions and other call data from a Service Execution Node (20) servicing the call center (10). Selectable human operator participation in a call is provided and an OT (26a..n) receives a call-specific web page (40) including pre-existing customer data (34) and call-progression data (36) to assist in handling of the call. The web-page (40) can include user interface elements that assist the human operator in controlling and servicing the call or updating/accessing a database containing the call data (34) and call-progression data (36). The IVR unit (18) acts as a proxy between the SEN (20) and the OPM (24) so that certain functions of the IVR unit (18) and the human operator are integrated.
PCT/IB2002/000141 2001-01-23 2002-01-18 Call center with ivr, whereby customer information and call control functions are presented to the agents in web documents WO2002060161A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2002225272A AU2002225272A1 (en) 2001-01-23 2002-01-18 Call center with ivr, whereby customer information and call control functions are presented to the agents in web documents

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US76961501A 2001-01-23 2001-01-23
US09/769,615 2001-01-23

Publications (2)

Publication Number Publication Date
WO2002060161A2 WO2002060161A2 (en) 2002-08-01
WO2002060161A3 true WO2002060161A3 (en) 2002-10-10

Family

ID=25085985

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/IB2002/000141 WO2002060161A2 (en) 2001-01-23 2002-01-18 Call center with ivr, whereby customer information and call control functions are presented to the agents in web documents

Country Status (2)

Country Link
AU (1) AU2002225272A1 (en)
WO (1) WO2002060161A2 (en)

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP1424844A1 (en) * 2002-11-26 2004-06-02 Swisscom Fixnet AG Human fallback method and system for interactive voice response systems
NZ543885A (en) 2003-05-05 2009-09-25 Interactions Corp Apparatus and method for processing service interactions
US8223944B2 (en) 2003-05-05 2012-07-17 Interactions Corporation Conference call management system
US9710819B2 (en) 2003-05-05 2017-07-18 Interactions Llc Real-time transcription system utilizing divided audio chunks
EP1484683A1 (en) * 2003-06-02 2004-12-08 Hewlett-Packard Development Company, L.P. System for providing support for an electronic device
EP1936935A1 (en) 2006-12-22 2008-06-25 France Telecom Method and associated system for instantly obtaining customer consent regarding the purchase of a product or service

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5164981A (en) * 1990-06-04 1992-11-17 Davox Voice response system with automated data transfer
WO2000052597A1 (en) * 1999-03-02 2000-09-08 Microlog Corporation Method and system for enabling computer terminals in a call center environment to display and perform telephony related functions
WO2000072562A1 (en) * 1999-05-26 2000-11-30 Nortel Networks Limited Combining telephony data with web pages display
US6175562B1 (en) * 1997-04-29 2001-01-16 Intervoice Limited Partnership Switchless call processing

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5164981A (en) * 1990-06-04 1992-11-17 Davox Voice response system with automated data transfer
US6175562B1 (en) * 1997-04-29 2001-01-16 Intervoice Limited Partnership Switchless call processing
WO2000052597A1 (en) * 1999-03-02 2000-09-08 Microlog Corporation Method and system for enabling computer terminals in a call center environment to display and perform telephony related functions
WO2000072562A1 (en) * 1999-05-26 2000-11-30 Nortel Networks Limited Combining telephony data with web pages display

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
BALL T ET AL: "SPEECH-ENABLED SERVICES USING TELEPORTAL SOFTWARE AND VOICEXML", BELL LABS TECHNOLOGY, BELL LABORATORIES, MURREY HILL, NJ, US, vol. 5, no. 3, July 2000 (2000-07-01), pages 98 - 111, XP000975485, ISSN: 1089-7089 *

Also Published As

Publication number Publication date
WO2002060161A2 (en) 2002-08-01
AU2002225272A1 (en) 2002-08-06

Similar Documents

Publication Publication Date Title
DE60032356T2 (en) TELEPHONE AND DATA NETWORK SERVICES FOR TELEPHONE
EP1917792B1 (en) Telephone system that notifies caller of called party's state
CA2268582A1 (en) Relay for personal interpreter
WO2002025910A3 (en) System for telecommunication between deaf and normal telephone subscribers
AU2001264182A1 (en) System for maintenance and management of health
WO2002056568A3 (en) Method and system for screening and control of telephone calls while using a packet-switched data network
EP0829996A3 (en) Correlating information between internet and call center environments
WO2003021388A3 (en) Interactive device control system for integrating the internet with the public switched telephone network
EP0822698A3 (en) Automated calling of multiple numbers using directory assistance
WO1997022210A3 (en) Call setup gateway for telecommunications system
CA2429518A1 (en) Call management system
WO2002102039A3 (en) Method and system for call administration
DK1399799T3 (en) Modular Computer
NO20016359L (en) phone Domain
WO2002060161A3 (en) Call center with ivr, whereby customer information and call control functions are presented to the agents in web documents
WO2003034692A3 (en) Telephonic addressing for establishing simultaneous voice and computer network connections
EP1405497A4 (en) Processing multimedia calls in a packet-based network
WO2002019672A3 (en) Voice response unit, control method thereof and telephone communication system
KR100463591B1 (en) Method to serve ars hosting by internet
AU2002365820A1 (en) Call routing
TW200503515A (en) Method of notifying a caller of a telephone profile status
KR20190010929A (en) Person-artificial intelligence collaboration Call Center System and service method
AU2002364650A1 (en) Method and system for automatic telephone call forwarding
EP1189417A3 (en) Telephone independent provision of speach recognition during dial tone and subsequent call progress states
WO2002009393A3 (en) Phone silence system

Legal Events

Date Code Title Description
AK Designated states

Kind code of ref document: A2

Designated state(s): AE AG AL AM AT AU AZ BA BB BG BR BY BZ CA CH CN CO CR CU CZ DE DK DM DZ EC EE ES FI GB GD GE GH GM HR HU ID IL IN IS JP KE KG KP KR KZ LC LK LR LS LT LU LV MA MD MG MK MN MW MX MZ NO NZ OM PH PL PT RO RU SD SE SG SI SK SL TJ TM TN TR TT TZ UA UG UZ VN YU ZA ZW

AL Designated countries for regional patents

Kind code of ref document: A2

Designated state(s): GH GM KE LS MW MZ SD SL SZ TZ UG ZM ZW AM AZ BY KG KZ MD RU TJ TM AT BE CH CY DE DK ES FI FR GB GR IE IT LU MC NL PT SE TR BF BJ CF CG CI CM GA GN GQ GW ML MR NE SN TD TG

121 Ep: the epo has been informed by wipo that ep was designated in this application
AK Designated states

Kind code of ref document: A3

Designated state(s): AE AG AL AM AT AU AZ BA BB BG BR BY BZ CA CH CN CO CR CU CZ DE DK DM DZ EC EE ES FI GB GD GE GH GM HR HU ID IL IN IS JP KE KG KP KR KZ LC LK LR LS LT LU LV MA MD MG MK MN MW MX MZ NO NZ OM PH PL PT RO RU SD SE SG SI SK SL TJ TM TN TR TT TZ UA UG UZ VN YU ZA ZW

AL Designated countries for regional patents

Kind code of ref document: A3

Designated state(s): GH GM KE LS MW MZ SD SL SZ TZ UG ZM ZW AM AZ BY KG KZ MD RU TJ TM AT BE CH CY DE DK ES FI FR GB GR IE IT LU MC NL PT SE TR BF BJ CF CG CI CM GA GN GQ GW ML MR NE SN TD TG

REG Reference to national code

Ref country code: DE

Ref legal event code: 8642

122 Ep: pct application non-entry in european phase
DFPE Request for preliminary examination filed prior to expiration of 19th month from priority date (pct application filed before 20040101)
NENP Non-entry into the national phase

Ref country code: JP

WWW Wipo information: withdrawn in national office

Country of ref document: JP