AU2002225272A1 - 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

Info

Publication number
AU2002225272A1
AU2002225272A1 AU2002225272A AU2002225272A AU2002225272A1 AU 2002225272 A1 AU2002225272 A1 AU 2002225272A1 AU 2002225272 A AU2002225272 A AU 2002225272A AU 2002225272 A AU2002225272 A AU 2002225272A AU 2002225272 A1 AU2002225272 A1 AU 2002225272A1
Authority
AU
Australia
Prior art keywords
ivr
agents
presented
customer information
control functions
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
AU2002225272A
Inventor
Paul Tidwell
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.)
Ericsson Inc
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
Publication of AU2002225272A1 publication Critical patent/AU2002225272A1/en
Abandoned legal-status Critical Current

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

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
AU2002225272A 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 Abandoned AU2002225272A1 (en)

Applications Claiming Priority (3)

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

Publications (1)

Publication Number Publication Date
AU2002225272A1 true AU2002225272A1 (en) 2002-08-06

Family

ID=25085985

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2002225272A Abandoned 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

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
US9710819B2 (en) 2003-05-05 2017-07-18 Interactions Llc Real-time transcription system utilizing divided audio chunks
US8223944B2 (en) 2003-05-05 2012-07-17 Interactions Corporation Conference call management system
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

Family Cites Families (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
AU2979499A (en) * 1999-03-02 2000-09-21 Microlog Corporation Method and system for enabling computer terminals in a call center environment to display and perform telephony related functions
EP1186154A1 (en) * 1999-05-26 2002-03-13 Nortel Networks Limited Combining telephony data with web pages display

Also Published As

Publication number Publication date
WO2002060161A2 (en) 2002-08-01
WO2002060161A3 (en) 2002-10-10

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Legal Events

Date Code Title Description
MK6 Application lapsed section 142(2)(f)/reg. 8.3(3) - pct applic. not entering national phase