WO2007056193A3 - Shared call center systems and methods (gigapop) - Google Patents

Shared call center systems and methods (gigapop) Download PDF

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Publication number
WO2007056193A3
WO2007056193A3 PCT/US2006/043052 US2006043052W WO2007056193A3 WO 2007056193 A3 WO2007056193 A3 WO 2007056193A3 US 2006043052 W US2006043052 W US 2006043052W WO 2007056193 A3 WO2007056193 A3 WO 2007056193A3
Authority
WO
WIPO (PCT)
Prior art keywords
call center
shared call
gigapop
methods
center systems
Prior art date
Application number
PCT/US2006/043052
Other languages
French (fr)
Other versions
WO2007056193A2 (en
Inventor
Oscar Pablo Torres
Jorge Alfrdo Recalde
Bruce Sharpe
Joaquin Jares
Martin H Rosalin
Aaron W Seabaugh
Brian R James
Timothy Silvera
Trevor Norcross
Eric Buhring
Keith Pelletier
Original Assignee
Teletech Holdings Inc
Oscar Pablo Torres
Jorge Alfrdo Recalde
Bruce Sharpe
Joaquin Jares
Martin H Rosalin
Aaron W Seabaugh
Brian R James
Timothy Silvera
Trevor Norcross
Eric Buhring
Keith Pelletier
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 US11/287,548 external-priority patent/US7496053B1/en
Priority claimed from US11/291,759 external-priority patent/US7558382B2/en
Application filed by Teletech Holdings Inc, Oscar Pablo Torres, Jorge Alfrdo Recalde, Bruce Sharpe, Joaquin Jares, Martin H Rosalin, Aaron W Seabaugh, Brian R James, Timothy Silvera, Trevor Norcross, Eric Buhring, Keith Pelletier filed Critical Teletech Holdings Inc
Priority to EP06836921A priority Critical patent/EP1943822A2/en
Publication of WO2007056193A2 publication Critical patent/WO2007056193A2/en
Publication of WO2007056193A3 publication Critical patent/WO2007056193A3/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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • 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
    • H04M3/42221—Conversation recording systems
    • 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

Abstract

Embodiments of the present invention relate to shared call centers (Fig. 1, 100). More particularly, embodiments of the present invention relate to a shared call center (Fig. 1 , 100) that is in electrical communication with one or more client call centers (Fig. 1, 102, 104, and 106). The shared call center, in embodiments, provides monitoring of agent personnel, provides customization of agent desktop applications or provides evaluation of agent personnel.
PCT/US2006/043052 2005-11-02 2006-11-02 Shared call center systems and methods (gigapop) WO2007056193A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
EP06836921A EP1943822A2 (en) 2005-11-02 2006-11-02 Shared call center systems and methods (gigapop)

Applications Claiming Priority (8)

Application Number Priority Date Filing Date Title
US73305105P 2005-11-02 2005-11-02
US60/733,051 2005-11-02
US11/287,548 2005-11-23
US11/287,548 US7496053B1 (en) 2005-11-23 2005-11-23 Web-based visual development environment
US11/291,759 2005-11-30
US11/291,759 US7558382B2 (en) 2005-11-30 2005-11-30 Monitoring service personnel
US76307006P 2006-01-27 2006-01-27
US60/763,070 2006-01-27

Publications (2)

Publication Number Publication Date
WO2007056193A2 WO2007056193A2 (en) 2007-05-18
WO2007056193A3 true WO2007056193A3 (en) 2007-11-15

Family

ID=38023849

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2006/043052 WO2007056193A2 (en) 2005-11-02 2006-11-02 Shared call center systems and methods (gigapop)

Country Status (2)

Country Link
EP (1) EP1943822A2 (en)
WO (1) WO2007056193A2 (en)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE202023100883U1 (en) 2023-02-24 2023-03-08 Viktor Pantushev motion analysis system

Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5590188A (en) * 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5590188A (en) * 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing

Also Published As

Publication number Publication date
WO2007056193A2 (en) 2007-05-18
EP1943822A2 (en) 2008-07-16

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