WO1998010574A1 - A telecommunications system and method for automatic call recognition and distribution - Google Patents
A telecommunications system and method for automatic call recognition and distribution Download PDFInfo
- Publication number
- WO1998010574A1 WO1998010574A1 PCT/AU1997/000571 AU9700571W WO9810574A1 WO 1998010574 A1 WO1998010574 A1 WO 1998010574A1 AU 9700571 W AU9700571 W AU 9700571W WO 9810574 A1 WO9810574 A1 WO 9810574A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- caller
- call
- service
- telecommunications system
- customer
- Prior art date
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
-
- 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
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
-
- 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
Abstract
Description
Claims
Priority Applications (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
AU40042/97A AU720478B2 (en) | 1996-09-04 | 1997-09-03 | A telecommunications system and method for automatic call recognition and distribution |
US09/214,499 US6480599B1 (en) | 1996-09-04 | 1997-09-03 | Telecommunications system and method for automatic call recognition and distribution |
EP97937353A EP0923837A4 (en) | 1996-09-04 | 1997-09-03 | A telecommunications system and method for automatic call recognition and distribution |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
AUPO2140A AUPO214096A0 (en) | 1996-09-04 | 1996-09-04 | A telecommunications system and method for automatic call recognition and distribution |
AUPO2140 | 1996-09-04 |
Publications (1)
Publication Number | Publication Date |
---|---|
WO1998010574A1 true WO1998010574A1 (en) | 1998-03-12 |
Family
ID=3796453
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/AU1997/000571 WO1998010574A1 (en) | 1996-09-04 | 1997-09-03 | A telecommunications system and method for automatic call recognition and distribution |
Country Status (5)
Country | Link |
---|---|
US (1) | US6480599B1 (en) |
EP (1) | EP0923837A4 (en) |
AU (1) | AUPO214096A0 (en) |
TW (1) | TW416208B (en) |
WO (1) | WO1998010574A1 (en) |
Cited By (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
DE10238152A1 (en) * | 2002-08-15 | 2004-03-04 | T-Mobile Deutschland Gmbh | Contact entity treatment method for contacts across a communications network uses an automated pattern to identify characteristic features in the contact entity of a person contacting the entity |
AU2003207579B2 (en) * | 2002-05-07 | 2008-02-07 | Avaya Technology Corp. | Method and apparatus for distributed interactive voice processing |
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US6131570A (en) * | 1998-06-30 | 2000-10-17 | Aradigm Corporation | Temperature controlling device for aerosol drug delivery |
US7295669B1 (en) | 1999-01-21 | 2007-11-13 | Avaya Technology Corp. | Call center telephone and data flow connection system |
US7200219B1 (en) * | 1999-02-10 | 2007-04-03 | Avaya Technology Corp. | Dynamically allocating server resources to competing classes of work based upon achievement of service goals |
US6744877B1 (en) * | 1999-03-08 | 2004-06-01 | Avaya Technology Corp. | Method and system for enterprise service balancing |
US7321298B2 (en) | 2000-02-25 | 2008-01-22 | Harris Corporation | Skills based routing method and system for call center |
US6603854B1 (en) * | 2000-02-25 | 2003-08-05 | Teltronics, Inc. | System and method for evaluating agents in call center |
US7606726B2 (en) * | 2000-05-31 | 2009-10-20 | Quality Data Management Inc. | Interactive survey and data management method and apparatus |
US7076032B1 (en) * | 2000-06-14 | 2006-07-11 | Convergys Cmg Utah Inc. | Method and system for processing telephone calls by IVR |
US7065554B1 (en) * | 2000-10-18 | 2006-06-20 | Stamps.Com | Method and apparatus for regenerating message data |
FI20002449A0 (en) * | 2000-11-08 | 2000-11-08 | Nokia Networks Oy | Trimming transactions |
AU2001297640A1 (en) * | 2000-12-08 | 2002-09-12 | Interface, Inc. | Dual-density cling foam spacer |
US20030046102A1 (en) * | 2001-09-04 | 2003-03-06 | Kombia, L.L.C. | Systems and methods for maintaining consistency in interpersonal communications related to marketing operations |
US8468027B2 (en) | 2001-09-04 | 2013-06-18 | Kombea Corporation | Systems and methods for deploying and utilizing a network of conversation control systems |
US7003466B2 (en) * | 2001-12-12 | 2006-02-21 | International Business Machines Corporation | Destination device initiated caller identification |
US9088645B2 (en) | 2001-12-12 | 2015-07-21 | International Business Machines Corporation | Intermediary device initiated caller identification |
US7245716B2 (en) | 2001-12-12 | 2007-07-17 | International Business Machines Corporation | Controlling hold queue position adjustment |
US7167551B2 (en) | 2001-12-12 | 2007-01-23 | International Business Machines Corporation | Intermediary device based callee identification |
US7443970B2 (en) | 2001-12-17 | 2008-10-28 | International Business Machines Corporation | Logging calls according to call context |
JP4220203B2 (en) * | 2002-09-10 | 2009-02-04 | ブラザー工業株式会社 | Phone terminal |
US20040110487A1 (en) * | 2002-12-09 | 2004-06-10 | International Business Machines Corporation | Wireless network access system |
US7698435B1 (en) | 2003-04-15 | 2010-04-13 | Sprint Spectrum L.P. | Distributed interactive media system and method |
US7050566B2 (en) * | 2003-06-13 | 2006-05-23 | Assurant, Inc. | Call processing system |
US6872153B2 (en) * | 2003-06-25 | 2005-03-29 | Acushnet Company | Golf club iron |
DE10333896A1 (en) * | 2003-07-22 | 2005-02-10 | Deutsche Telekom Ag | Method and system for providing hands-free functionality in mobile telecommunication terminals |
US7899177B1 (en) * | 2004-01-12 | 2011-03-01 | Sprint Communications Company L.P. | Call-routing system and method |
US7460650B2 (en) | 2004-05-24 | 2008-12-02 | At&T Intellectual Property I, L.P. | Method for designing an automated speech recognition (ASR) interface for a customer call center |
US7227935B2 (en) * | 2004-08-12 | 2007-06-05 | International Business Machines Corporation | Bill payment configuration |
US7486783B2 (en) | 2004-08-12 | 2009-02-03 | International Business Machines Corporation | Bill payment system and method |
US8838454B1 (en) | 2004-12-10 | 2014-09-16 | Sprint Spectrum L.P. | Transferring voice command platform (VCP) functions and/or grammar together with a call from one VCP to another |
US20060190424A1 (en) * | 2005-02-18 | 2006-08-24 | Beale Kevin M | System and method for dynamically linking |
US7599861B2 (en) | 2006-03-02 | 2009-10-06 | Convergys Customer Management Group, Inc. | System and method for closed loop decisionmaking in an automated care system |
US7809663B1 (en) | 2006-05-22 | 2010-10-05 | Convergys Cmg Utah, Inc. | System and method for supporting the utilization of machine language |
US8379830B1 (en) | 2006-05-22 | 2013-02-19 | Convergys Customer Management Delaware Llc | System and method for automated customer service with contingent live interaction |
US8098273B2 (en) * | 2006-12-20 | 2012-01-17 | Cisco Technology, Inc. | Video contact center facial expression analyzer module |
US8650030B2 (en) | 2007-04-02 | 2014-02-11 | Google Inc. | Location based responses to telephone requests |
JP2009037353A (en) * | 2007-07-31 | 2009-02-19 | Ricoh Co Ltd | Information processing terminal device and program |
CA2696345C (en) * | 2009-12-04 | 2016-12-20 | 3Pd Inc. | Automated survey system |
US8903075B2 (en) * | 2011-01-31 | 2014-12-02 | Cox Communications, Inc. | Customer/subscriber/user identification via utilized service node/point |
US8724779B2 (en) * | 2012-03-20 | 2014-05-13 | International Business Machines Corporation | Persisting customer identity validation during agent-to-agent transfers in call center transactions |
JP6389171B2 (en) * | 2013-06-19 | 2018-09-12 | パナソニック インテレクチュアル プロパティ コーポレーション オブ アメリカPanasonic Intellectual Property Corporation of America | Voice dialogue method and device |
JP6875119B2 (en) * | 2016-12-21 | 2021-05-19 | Nttテクノクロス株式会社 | Control devices, control systems, control methods and programs |
CN109583841A (en) * | 2018-12-04 | 2019-04-05 | 合肥天骋电子商务有限公司 | A kind of call center's customer service safeguards system |
US11463582B1 (en) | 2021-07-09 | 2022-10-04 | T-Mobile Usa, Inc. | Detecting scam callers using conversational agent and machine learning systems and methods |
Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
DE3422409A1 (en) * | 1984-06-16 | 1985-12-19 | Standard Elektrik Lorenz Ag, 7000 Stuttgart | DEVICE FOR RECOGNIZING AND IMPLEMENTING ELECTION INFORMATION AND CONTROL INFORMATION FOR PERFORMANCE CHARACTERISTICS OF A TELEPHONE SWITCHING SYSTEM |
US5125024A (en) * | 1990-03-28 | 1992-06-23 | At&T Bell Laboratories | Voice response unit |
US5164981A (en) * | 1990-06-04 | 1992-11-17 | Davox | Voice response system with automated data transfer |
US5345501A (en) * | 1991-07-15 | 1994-09-06 | Bell Atlantic Network Services, Inc. | Telephone central office based method of and system for processing customer orders |
US5428679A (en) * | 1993-03-23 | 1995-06-27 | C&P Of Maryland | Automated service assurance method and system |
Family Cites Families (16)
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US4420656A (en) | 1979-11-27 | 1983-12-13 | Michael Freeman | Interactive telephone answering system |
US4591664A (en) | 1982-11-23 | 1986-05-27 | Michael Freeman | Multichannel interactive telephone answering apparatus |
US5199062A (en) | 1988-01-20 | 1993-03-30 | Phone Base Systems Inc. | Telephone communications system including a digital telephone switch, a voice response unit and a stored program sequence for controlling both the switch and the voice response unit |
US5247568A (en) | 1990-06-26 | 1993-09-21 | Intertel Entertainment, Inc. | Method for creating and composing audio text message |
US5450470A (en) * | 1990-12-13 | 1995-09-12 | Dirad Technologies, Inc. | Script generator and process for programming automated TDD telephone system application |
US5528678A (en) * | 1993-12-27 | 1996-06-18 | At&T Corp. | Revertive calling automatic call distributor |
US5533115A (en) * | 1994-01-31 | 1996-07-02 | Bell Communications Research, Inc. | Network-based telephone system providing coordinated voice and data delivery |
US5703935A (en) * | 1994-03-29 | 1997-12-30 | Mci Communications Corporation | Automated telephone operator services |
US5659605A (en) * | 1994-06-22 | 1997-08-19 | Bell Atlantic Network Services, Inc. | Method and apparatus for providing soft dial tone using office equipment designators |
US5740240A (en) * | 1995-04-10 | 1998-04-14 | Edify Corporation | Computer telephony integration system and method |
US5742675A (en) | 1995-09-26 | 1998-04-21 | Telefonaktiebolaget Lm Ericsson | Method and apparatus for automatically distributing calls to available logged-in call handling agents |
US5918213A (en) * | 1995-12-22 | 1999-06-29 | Mci Communications Corporation | System and method for automated remote previewing and purchasing of music, video, software, and other multimedia products |
US5946387A (en) * | 1997-02-10 | 1999-08-31 | Genesys Telecommunications Laboratories, Inc, | Agent-level network call routing |
US5923745A (en) * | 1997-02-28 | 1999-07-13 | Teknekron Infoswitch Corporation | Routing calls to call centers |
US6014439A (en) * | 1997-04-08 | 2000-01-11 | Walker Asset Management Limited Partnership | Method and apparatus for entertaining callers in a queue |
US6002749A (en) * | 1997-05-30 | 1999-12-14 | Nortel Networks Corporation | Telephone system integrated text based communication apparatus and systems to establish communication links to TDD and/or TTY devices and other telephone and text server systems |
-
1996
- 1996-09-04 AU AUPO2140A patent/AUPO214096A0/en not_active Abandoned
-
1997
- 1997-09-03 US US09/214,499 patent/US6480599B1/en not_active Expired - Lifetime
- 1997-09-03 EP EP97937353A patent/EP0923837A4/en not_active Withdrawn
- 1997-09-03 WO PCT/AU1997/000571 patent/WO1998010574A1/en not_active Application Discontinuation
- 1997-09-04 TW TW086112799A patent/TW416208B/en not_active IP Right Cessation
Patent Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
DE3422409A1 (en) * | 1984-06-16 | 1985-12-19 | Standard Elektrik Lorenz Ag, 7000 Stuttgart | DEVICE FOR RECOGNIZING AND IMPLEMENTING ELECTION INFORMATION AND CONTROL INFORMATION FOR PERFORMANCE CHARACTERISTICS OF A TELEPHONE SWITCHING SYSTEM |
US5125024A (en) * | 1990-03-28 | 1992-06-23 | At&T Bell Laboratories | Voice response unit |
US5164981A (en) * | 1990-06-04 | 1992-11-17 | Davox | Voice response system with automated data transfer |
US5345501A (en) * | 1991-07-15 | 1994-09-06 | Bell Atlantic Network Services, Inc. | Telephone central office based method of and system for processing customer orders |
US5428679A (en) * | 1993-03-23 | 1995-06-27 | C&P Of Maryland | Automated service assurance method and system |
Cited By (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
AU2003207579B2 (en) * | 2002-05-07 | 2008-02-07 | Avaya Technology Corp. | Method and apparatus for distributed interactive voice processing |
DE10238152A1 (en) * | 2002-08-15 | 2004-03-04 | T-Mobile Deutschland Gmbh | Contact entity treatment method for contacts across a communications network uses an automated pattern to identify characteristic features in the contact entity of a person contacting the entity |
DE10238152B4 (en) * | 2002-08-15 | 2006-06-01 | T-Mobile Deutschland Gmbh | A method for handling contacts via a communication network in a contact instance |
Also Published As
Publication number | Publication date |
---|---|
EP0923837A1 (en) | 1999-06-23 |
TW416208B (en) | 2000-12-21 |
EP0923837A4 (en) | 2003-06-18 |
AUPO214096A0 (en) | 1996-09-26 |
US6480599B1 (en) | 2002-11-12 |
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