WO2001035617A3 - Distributed call center with local points of presence - Google Patents

Distributed call center with local points of presence Download PDF

Info

Publication number
WO2001035617A3
WO2001035617A3 PCT/US2000/041354 US0041354W WO0135617A3 WO 2001035617 A3 WO2001035617 A3 WO 2001035617A3 US 0041354 W US0041354 W US 0041354W WO 0135617 A3 WO0135617 A3 WO 0135617A3
Authority
WO
WIPO (PCT)
Prior art keywords
call center
call
point
distributed
distributed call
Prior art date
Application number
PCT/US2000/041354
Other languages
French (fr)
Other versions
WO2001035617A2 (en
Inventor
Prem Uppaluru
Mukesh Sundaram
Original Assignee
Telera Inc
Prem Uppaluru
Mukesh Sundaram
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 Telera Inc, Prem Uppaluru, Mukesh Sundaram filed Critical Telera Inc
Priority to AU26148/01A priority Critical patent/AU2614801A/en
Priority to CA002389075A priority patent/CA2389075A1/en
Priority to KR1020027005486A priority patent/KR20020082459A/en
Priority to EP00989668A priority patent/EP1260088A2/en
Priority to JP2001537239A priority patent/JP2004500754A/en
Publication of WO2001035617A2 publication Critical patent/WO2001035617A2/en
Publication of WO2001035617A3 publication Critical patent/WO2001035617A3/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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/66—Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
    • 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
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • 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

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

A Virtual Intelligent Network (VIN) featuring a distributed call center system capable of answering, servicing, queuing and routing of calls at local point of presence (152) to reduce communications costs and enhance operational efficiency for inbound and outbound call centers. The VIN includes a set of point-of-presence call center gateways (146) distributed at points of presence close to the point of call origination (116) that are connected by a user controlled virtual private network to premises call center gateways (142) at business locations where the call centers reside.
PCT/US2000/041354 1999-10-29 2000-10-20 Distributed call center with local points of presence WO2001035617A2 (en)

Priority Applications (5)

Application Number Priority Date Filing Date Title
AU26148/01A AU2614801A (en) 1999-10-29 2000-10-20 Virtual intelligent network for user interaction services
CA002389075A CA2389075A1 (en) 1999-10-29 2000-10-20 Virtual intelligent network for user interaction services
KR1020027005486A KR20020082459A (en) 1999-10-29 2000-10-20 Virtual intelligent network for user interaction services
EP00989668A EP1260088A2 (en) 1999-10-29 2000-10-20 Distributed call center with local points of presence
JP2001537239A JP2004500754A (en) 1999-10-29 2000-10-20 Virtual intelligent network for user interaction service

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US43037899A 1999-10-29 1999-10-29
US09/430,378 1999-10-29

Publications (2)

Publication Number Publication Date
WO2001035617A2 WO2001035617A2 (en) 2001-05-17
WO2001035617A3 true WO2001035617A3 (en) 2002-09-12

Family

ID=23707308

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2000/041354 WO2001035617A2 (en) 1999-10-29 2000-10-20 Distributed call center with local points of presence

Country Status (6)

Country Link
EP (1) EP1260088A2 (en)
JP (1) JP2004500754A (en)
KR (1) KR20020082459A (en)
AU (1) AU2614801A (en)
CA (1) CA2389075A1 (en)
WO (1) WO2001035617A2 (en)

Families Citing this family (12)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE10201649B4 (en) * 2002-01-17 2005-02-17 Siemens Ag Arrangement for monitoring components in a communications network
US20030212558A1 (en) 2002-05-07 2003-11-13 Matula Valentine C. Method and apparatus for distributed interactive voice processing
US6839422B2 (en) * 2002-07-18 2005-01-04 Newstep Networks, Inc. Method and apparatus for providing local call treatment discrimination for selected calls on a switched telephone network
GB2407737B (en) * 2002-08-30 2006-05-17 Ericsson Telefon Ab L M Intelligent peripheral for speech recognition in networks
EP1401182A1 (en) * 2002-09-20 2004-03-24 Siemens AG Point of presence outbound call center
US20040210623A1 (en) * 2003-03-06 2004-10-21 Aamer Hydrie Virtual network topology generation
KR100612440B1 (en) * 2003-12-19 2006-08-16 삼성전자주식회사 The system and method for link of call and data between contact center in CTI system
US7418092B2 (en) * 2004-03-08 2008-08-26 Alto Ventures, Inc. Virtual call center
JP4350001B2 (en) 2004-08-17 2009-10-21 富士通株式会社 Page information collection program, page information collection method, and page information collection apparatus
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US8755372B2 (en) 2009-04-27 2014-06-17 Five9, Inc. Secure customer service proxy portal

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0660573A2 (en) * 1993-12-27 1995-06-28 AT&T Corp. Revertive calling automatic call distributor
US5771275A (en) * 1996-12-17 1998-06-23 Telefonaktiebolaget Lm Ericsson Use of ISDN to provide wireless office environment connection to the public land mobile network
WO1999020032A1 (en) * 1997-09-18 1999-04-22 Apropos Technology System and method for integrating voice on network with traditional telephony
WO1999023584A2 (en) * 1997-10-31 1999-05-14 Iota Industries Ltd. Information component management system
WO1999026395A1 (en) * 1997-11-18 1999-05-27 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0660573A2 (en) * 1993-12-27 1995-06-28 AT&T Corp. Revertive calling automatic call distributor
US5771275A (en) * 1996-12-17 1998-06-23 Telefonaktiebolaget Lm Ericsson Use of ISDN to provide wireless office environment connection to the public land mobile network
WO1999020032A1 (en) * 1997-09-18 1999-04-22 Apropos Technology System and method for integrating voice on network with traditional telephony
WO1999023584A2 (en) * 1997-10-31 1999-05-14 Iota Industries Ltd. Information component management system
WO1999026395A1 (en) * 1997-11-18 1999-05-27 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing

Also Published As

Publication number Publication date
AU2614801A (en) 2001-06-06
KR20020082459A (en) 2002-10-31
WO2001035617A2 (en) 2001-05-17
EP1260088A2 (en) 2002-11-27
CA2389075A1 (en) 2001-05-17
JP2004500754A (en) 2004-01-08

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