CA2771704C - Systemes et procedes permettant un contact client - Google Patents

Systemes et procedes permettant un contact client Download PDF

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Publication number
CA2771704C
CA2771704C CA2771704A CA2771704A CA2771704C CA 2771704 C CA2771704 C CA 2771704C CA 2771704 A CA2771704 A CA 2771704A CA 2771704 A CA2771704 A CA 2771704A CA 2771704 C CA2771704 C CA 2771704C
Authority
CA
Canada
Prior art keywords
contact
service
user
agent
status
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.)
Expired - Fee Related
Application number
CA2771704A
Other languages
English (en)
Other versions
CA2771704A1 (fr
Inventor
Jon R. Jay
Jeremy A. Dashe
Brock A. Judkins
Donald L. Kaufman
Yung-Chun Lin
Raymond P. Sharpe, Jr.
Joseph D. Sullivan
Thomas J. Weiland
Tauseef Kidwai
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.)
Amazon Technologies Inc
Original Assignee
Amazon Technologies 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
Priority claimed from US12/547,370 external-priority patent/US8600035B2/en
Priority claimed from US12/547,387 external-priority patent/US9088649B2/en
Application filed by Amazon Technologies Inc filed Critical Amazon Technologies Inc
Priority to CA2980067A priority Critical patent/CA2980067A1/fr
Publication of CA2771704A1 publication Critical patent/CA2771704A1/fr
Application granted granted Critical
Publication of CA2771704C publication Critical patent/CA2771704C/fr
Expired - Fee Related legal-status Critical Current
Anticipated expiration legal-status Critical

Links

Classifications

    • 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
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0603—Catalogue ordering
    • 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
    • H04M3/42365—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • 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
    • 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
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back 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
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42195—Arrangements for calling back a calling subscriber

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Signal Processing (AREA)
  • Marketing (AREA)
  • Finance (AREA)
  • Accounting & Taxation (AREA)
  • Economics (AREA)
  • Development Economics (AREA)
  • General Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Information Transfer Between Computers (AREA)
  • User Interface Of Digital Computer (AREA)

Abstract

selon la présente invention, un utilisateur d'un dispositif informatique personnel peut identifier un élément d'intérêt affiché sur une interface utilisateur fournie par un service basé sur un réseau et a des chances d'obtenir plus d'informations. L'utilisateur peut soumettre une ou plusieurs demandes de contact électroniques à un service de contact en communication avec un système de distribution de contact afin d'obtenir plus d'informations. Le système de distribution de contact détermine la disponibilité précise en temps réel des agents de service et permet que des communications entre le client et un agent soient établies selon les informations de contact utilisateur fournies par l'utilisateur.
CA2771704A 2009-08-25 2010-08-25 Systemes et procedes permettant un contact client Expired - Fee Related CA2771704C (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CA2980067A CA2980067A1 (fr) 2009-08-25 2010-08-25 Systemes et procedes permettant un contact client

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US12/547,387 2009-08-25
US12/547,370 2009-08-25
US12/547,370 US8600035B2 (en) 2009-08-25 2009-08-25 Systems and methods for customer contact
US12/547,387 US9088649B2 (en) 2009-08-25 2009-08-25 Systems and methods for customer contact
PCT/US2010/046647 WO2011025824A1 (fr) 2009-08-25 2010-08-25 Systèmes et procédés permettant un contact client

Related Child Applications (1)

Application Number Title Priority Date Filing Date
CA2980067A Division CA2980067A1 (fr) 2009-08-25 2010-08-25 Systemes et procedes permettant un contact client

Publications (2)

Publication Number Publication Date
CA2771704A1 CA2771704A1 (fr) 2011-03-03
CA2771704C true CA2771704C (fr) 2017-11-07

Family

ID=43628365

Family Applications (2)

Application Number Title Priority Date Filing Date
CA2980067A Abandoned CA2980067A1 (fr) 2009-08-25 2010-08-25 Systemes et procedes permettant un contact client
CA2771704A Expired - Fee Related CA2771704C (fr) 2009-08-25 2010-08-25 Systemes et procedes permettant un contact client

Family Applications Before (1)

Application Number Title Priority Date Filing Date
CA2980067A Abandoned CA2980067A1 (fr) 2009-08-25 2010-08-25 Systemes et procedes permettant un contact client

Country Status (7)

Country Link
EP (1) EP2471249A4 (fr)
JP (2) JP6099396B2 (fr)
KR (2) KR101848845B1 (fr)
CN (2) CN102498707B (fr)
CA (2) CA2980067A1 (fr)
IN (1) IN2012DN02399A (fr)
WO (1) WO2011025824A1 (fr)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR101476667B1 (ko) * 2013-05-10 2015-01-02 한국기술교육대학교 산학협력단 Sns 서버를 이용한 기기 참여 기반의 전자기기 애프터서비스 제공 방법
US9057508B1 (en) 2014-10-22 2015-06-16 Codeshelf Modular hanging lasers to enable real-time control in a distribution center
US9327397B1 (en) 2015-04-09 2016-05-03 Codeshelf Telepresence based inventory pick and place operations through robotic arms affixed to each row of a shelf
US9262741B1 (en) 2015-04-28 2016-02-16 Codeshelf Continuous barcode tape based inventory location tracking
US10003691B1 (en) * 2016-12-19 2018-06-19 Amazon Technologies, Inc. On-demand generation of a contact center

Family Cites Families (25)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20010054064A1 (en) * 1997-07-02 2001-12-20 Pallipuram V. Kannan Method system and computer program product for providing customer service over the world-wide web
CN1084113C (zh) * 1998-09-30 2002-05-01 华为技术有限公司 呼叫排队路由分配方法
US6826194B1 (en) 1999-01-20 2004-11-30 Tadiran Telecom Business Systems Ltd. Method for serving IP users by graphically-based interaction to agents of a call center
JP2001333396A (ja) * 2000-05-22 2001-11-30 Nippon Telegraph & Telephone East Corp ビジュアルコールシステム
JP2002108794A (ja) * 2000-09-27 2002-04-12 Yamaha Corp 問い合わせ方法
US6850612B2 (en) * 2001-06-21 2005-02-01 Lucent Technologies Inc. End user automatic call distributor network control
JP4003929B2 (ja) * 2001-08-01 2007-11-07 株式会社日立製作所 コールバック予約システムおよび方法
JP4334167B2 (ja) * 2001-09-25 2009-09-30 ピーシーフェーズ株式会社 ホームページ構築システム及びプログラム
US7149749B2 (en) * 2002-06-03 2006-12-12 International Business Machines Corporation Method of inserting and deleting leaves in tree table structures
US7149747B1 (en) * 2002-06-27 2006-12-12 Siebel Systems, Inc. Dynamic generation of user interface components
JP4098134B2 (ja) * 2003-03-27 2008-06-11 富士通株式会社 コールセンタシステム及びコールセンタプログラム
JP4744792B2 (ja) * 2003-06-26 2011-08-10 ソフトバンクモバイル株式会社 キャッシングシステム
US7558834B2 (en) * 2003-12-29 2009-07-07 Ebay Inc. Method and system to process issue data pertaining to a system
JP2005196541A (ja) * 2004-01-08 2005-07-21 Nec Personal Products Co Ltd 予約システム、予約受付サーバ、利用者端末、プログラム
JP2007006323A (ja) * 2005-06-27 2007-01-11 Fujitsu Support & Service Kk コールセンターシステム
US20070201684A1 (en) * 2006-02-10 2007-08-30 Altaf Boghani Call center routing system and method
JP4852326B2 (ja) * 2006-03-09 2012-01-11 株式会社野村総合研究所 サーバ装置
JP4500784B2 (ja) * 2006-03-30 2010-07-14 Ａｏｓテクノロジーズ株式会社 サービス利用者サポートシステム
JP4812508B2 (ja) * 2006-05-12 2011-11-09 富士通株式会社 プレゼンス情報を取り扱うシステム
JP4679452B2 (ja) * 2006-07-11 2011-04-27 Ｎｅｃインフロンティア株式会社 電話装置のあふれ呼オーバーフロー時における予測待ち時間通知方法
JP2008172487A (ja) 2007-01-11 2008-07-24 Click Call Co Ltd 電話管理システム
JP5089182B2 (ja) 2007-01-23 2012-12-05 楽天株式会社 情報提供システム、情報提供方法、サーバ装置、及び情報提供処理プログラム
US20080288349A1 (en) * 2007-02-22 2008-11-20 Weisberg Jonathan S Methods and systems for online interactive communication
US8249245B2 (en) * 2007-11-13 2012-08-21 Amazon Technologies, Inc. System and method for automated call distribution
JP5169581B2 (ja) * 2008-07-29 2013-03-27 沖電気工業株式会社 コールセンタシステム及び呼制御方法

Also Published As

Publication number Publication date
WO2011025824A1 (fr) 2011-03-03
JP2013503568A (ja) 2013-01-31
CN102498707A (zh) 2012-06-13
KR101781056B1 (ko) 2017-10-23
EP2471249A1 (fr) 2012-07-04
KR20120056847A (ko) 2012-06-04
JP2016201854A (ja) 2016-12-01
JP6099396B2 (ja) 2017-03-22
KR101848845B1 (ko) 2018-04-16
EP2471249A4 (fr) 2014-01-01
IN2012DN02399A (fr) 2015-08-21
JP6415505B2 (ja) 2018-10-31
CN102498707B (zh) 2016-01-20
CA2771704A1 (fr) 2011-03-03
KR20170109075A (ko) 2017-09-27
CN105590247A (zh) 2016-05-18
CA2980067A1 (fr) 2011-03-03

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Effective date: 20220301

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