AU2001273229A1 - Method and system for providing multichannel customer interaction - Google Patents

Method and system for providing multichannel customer interaction

Info

Publication number
AU2001273229A1
AU2001273229A1 AU2001273229A AU7322901A AU2001273229A1 AU 2001273229 A1 AU2001273229 A1 AU 2001273229A1 AU 2001273229 A AU2001273229 A AU 2001273229A AU 7322901 A AU7322901 A AU 7322901A AU 2001273229 A1 AU2001273229 A1 AU 2001273229A1
Authority
AU
Australia
Prior art keywords
customer interaction
providing multichannel
multichannel customer
providing
interaction
Prior art date
Legal status (The legal status 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 status listed.)
Abandoned
Application number
AU2001273229A
Inventor
Eric Buhring
Kyp A. Carlton
Travis Carroll
Milos Djokovic
Jim Radzicki
John T. Smiley
Kenneth D. Tuchman
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
TTEC Holdings Inc
Original Assignee
Teletech Holdings 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 Teletech Holdings Inc filed Critical Teletech Holdings Inc
Publication of AU2001273229A1 publication Critical patent/AU2001273229A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/2866—Architectures; Arrangements
    • H04L67/30—Profiles
    • H04L67/306—User profiles
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/02—Details
    • H04L12/16—Arrangements for providing special services to substations
    • H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
    • H04L12/1836—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast with heterogeneous network architecture
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • 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
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/214—Monitoring or handling of messages using selective forwarding

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Information Transfer Between Computers (AREA)
AU2001273229A 2000-07-10 2001-07-06 Method and system for providing multichannel customer interaction Abandoned AU2001273229A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US61270300A 2000-07-10 2000-07-10
US09612703 2000-07-10
PCT/US2001/021415 WO2002009406A1 (en) 2000-07-10 2001-07-06 Method and system for providing multichannel customer interaction

Publications (1)

Publication Number Publication Date
AU2001273229A1 true AU2001273229A1 (en) 2002-02-05

Family

ID=24454292

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2001273229A Abandoned AU2001273229A1 (en) 2000-07-10 2001-07-06 Method and system for providing multichannel customer interaction

Country Status (2)

Country Link
AU (1) AU2001273229A1 (en)
WO (1) WO2002009406A1 (en)

Families Citing this family (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE10331033B4 (en) * 2002-07-12 2010-04-29 Ekc Technology K.K. R&D Business Park Bldg. D-3F, Kawasaki A manufacturing method of a semiconductor device and a cleaning composition therefor
FR2844614B1 (en) * 2002-09-12 2007-01-26 France Telecom METHOD OF AUTOMATION OF CUSTOMER MANAGEMENT IN A CONTACT CENTER AND SYSTEM IMPLEMENTING THE METHOD
US10616345B1 (en) 2016-08-26 2020-04-07 Noble Systems Corporation Communication management system for supporting multiple agent communication sessions in a contact center
US10284723B1 (en) 2016-12-23 2019-05-07 Noble Systems Corporation Managing multiple agent communication sessions in a contact center
US10447853B1 (en) 2016-12-29 2019-10-15 Noble Systems Corporation Graphical user interface for managing multiple agent communication sessions in a contact center
US10033870B1 (en) 2017-04-12 2018-07-24 Noble Systems Corporation Agent interaction with a party using multiple channels of communication
US10523816B1 (en) 2017-10-24 2019-12-31 Noble Systems Corporation Transferring an interaction between an agent at a contact center and a party from a first channel of communication to a second channel of communication

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5832451A (en) * 1996-01-23 1998-11-03 Electronic Data Systems Corporation Automated travel service management information system
US5974135A (en) * 1997-06-11 1999-10-26 Harrah's Operating Company, Inc. Teleservices computer system, method, and manager application for integrated presentation of concurrent interactions with multiple terminal emulation sessions
US6108405A (en) * 1998-09-24 2000-08-22 Ericsson Inc. Handling incoming data/facsimile transmissions and voice calls in a computer/telephony integrated system

Also Published As

Publication number Publication date
WO2002009406A1 (en) 2002-01-31

Similar Documents

Publication Publication Date Title
AU2001273023A1 (en) System and method for providing a multi-channel customer interaction center
AU2001236836A1 (en) Method and system for selecting a sales channel
AU2001241510A1 (en) Customer service system and method
AU2002305876A1 (en) System and method for customer knowledge respository
AU2001266603A1 (en) System and method for returning merchandise
AU2001288372A1 (en) System and method for tele-ophthalmology
AU2001249994A1 (en) Method and system for selecting advertisements
AU2001243493A1 (en) Method and system for advertising
AU2002214667A1 (en) System and method for rapid telepositioning
AU2001251643A1 (en) System and method for providing distributed database services
AU2001288548A1 (en) Method and system for providing financial functions
AU2001259674A1 (en) System and method for supporting multiple voice channels
AU2001257572A1 (en) Method and system for account activation
AU2002357091A1 (en) System and method for music inditification
AU2002214663A1 (en) System and method for ensuring order fulfillment
WO2002052390A8 (en) Method and system for account management
AU2001245811A1 (en) Database system and method
AU2001241708A1 (en) System and method for information and application distribution
AU2001268199A1 (en) System and method for integrating multiple applications
AU2002235412A1 (en) Method and system for product selection
AU2001251257A1 (en) Brake system and method
AU2001276224A1 (en) Method and system for international shopping
AU2002241679A1 (en) Distribution system and method
AU2001263129A1 (en) System and method for orthokeratology
AU2001285105A1 (en) System and method for identifying compensation plans