BR112012025679A2 - sistema e método para fornecer suporte ao cliente em uma interface de usuário - Google Patents

sistema e método para fornecer suporte ao cliente em uma interface de usuário

Info

Publication number
BR112012025679A2
BR112012025679A2 BR112012025679A BR112012025679A BR112012025679A2 BR 112012025679 A2 BR112012025679 A2 BR 112012025679A2 BR 112012025679 A BR112012025679 A BR 112012025679A BR 112012025679 A BR112012025679 A BR 112012025679A BR 112012025679 A2 BR112012025679 A2 BR 112012025679A2
Authority
BR
Brazil
Prior art keywords
representative
point
customer support
electronic document
user
Prior art date
Application number
BR112012025679A
Other languages
English (en)
Inventor
Christopher E Kay
Kobe Tim
Lising Sam
Original Assignee
Citibank Na
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 Citibank Na filed Critical Citibank Na
Publication of BR112012025679A2 publication Critical patent/BR112012025679A2/pt

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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • 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
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/5307—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording messages comprising any combination of audio and non-audio components
    • H04M3/5315—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording messages comprising any combination of audio and non-audio components where the non-audio components are still images or video
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02—Banking, e.g. interest calculation or account maintenance
    • 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
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
    • H04N21/47805—Electronic banking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
    • H04N21/4788—Supplemental services, e.g. displaying phone caller identification, shopping application communicating with other users, e.g. chatting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/025—Systems for the transmission of digital non-picture data, e.g. of text during the active part of a television frame
    • H04N7/03—Subscription systems therefor
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/14—Systems for two-way working
    • H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
    • H04N7/147—Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals

Abstract

sistema e método para fornecer suporte ao cliente em uma interface de usuário. concretizações descritas podem completar transações de serviços complexos mais efetivamente de uma maneira mais eficiente, com uma equipe de profissionais bem treinados que é instantaneamente ''transmitida'' para qualquer local quando necessário. um sistema de comunicação de duas vias para fornecer acesso instantâneo ou rápido ao especialista correto n ponto certo no tempo, transformado assim o que poderia ser de outra forma uma experiência negativa do cliente em vendas positivas e oportunidades de serviço. um método praticado em computador para fornecer suporte ao cliente compreende receber, por meio de um dispositivo de ponto de contato, informações de identificação de um usuário do dispositivo de ponto de contato, receber a informação de identificação, fornecer um documento eletrônico ao usuário, receber uma entrada do usuário solicitando uma sessão com um representante; selecionar um representante com base pelo menos em parte no documento eletrônico, fornecer informações sobre o documento eletrônico ao representante, e estabelecer uma ligação entre o representante e o dispositivo de ponto de contato.
BR112012025679A 2010-04-09 2011-04-08 sistema e método para fornecer suporte ao cliente em uma interface de usuário BR112012025679A2 (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US32236310P 2010-04-09 2010-04-09
PCT/US2011/031686 WO2011127347A1 (en) 2010-04-09 2011-04-08 System and method for providing customer support on a user interface

Publications (1)

Publication Number Publication Date
BR112012025679A2 true BR112012025679A2 (pt) 2016-12-06

Family

ID=44760643

Family Applications (1)

Application Number Title Priority Date Filing Date
BR112012025679A BR112012025679A2 (pt) 2010-04-09 2011-04-08 sistema e método para fornecer suporte ao cliente em uma interface de usuário

Country Status (8)

Country Link
US (2) US8830291B2 (pt)
AU (1) AU2011237467A1 (pt)
BR (1) BR112012025679A2 (pt)
CO (1) CO6630159A2 (pt)
MX (1) MX2012011748A (pt)
PL (1) PL402524A1 (pt)
TW (1) TW201203164A (pt)
WO (1) WO2011127347A1 (pt)

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Also Published As

Publication number Publication date
WO2011127347A1 (en) 2011-10-13
AU2011237467A1 (en) 2012-10-11
CO6630159A2 (es) 2013-03-01
US9560203B2 (en) 2017-01-31
MX2012011748A (es) 2012-12-17
US8830291B2 (en) 2014-09-09
PL402524A1 (pl) 2013-11-12
US20140375749A1 (en) 2014-12-25
US20110249081A1 (en) 2011-10-13
TW201203164A (en) 2012-01-16

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