CA2815399C - System and method for maximizing efficiency of call transfer speed - Google Patents

System and method for maximizing efficiency of call transfer speed Download PDF

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Publication number
CA2815399C
CA2815399C CA2815399A CA2815399A CA2815399C CA 2815399 C CA2815399 C CA 2815399C CA 2815399 A CA2815399 A CA 2815399A CA 2815399 A CA2815399 A CA 2815399A CA 2815399 C CA2815399 C CA 2815399C
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CA
Canada
Prior art keywords
customer
call
batch
transferred
notification
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.)
Active
Application number
CA2815399A
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English (en)
French (fr)
Other versions
CA2815399A1 (en
Inventor
Senraj Soundar
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.)
Micro Macro Assets LLC
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Micro Macro Assets LLC
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 Micro Macro Assets LLC filed Critical Micro Macro Assets LLC
Publication of CA2815399A1 publication Critical patent/CA2815399A1/en
Application granted granted Critical
Publication of CA2815399C publication Critical patent/CA2815399C/en
Active legal-status Critical Current
Anticipated expiration legal-status Critical

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
    • 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
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • 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
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/14—Delay circuits; Timers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38—Displays
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
    • H04M2203/357—Autocues for dialog assistance
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/404—Collaboration among agents

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
CA2815399A 2010-10-21 2011-10-21 System and method for maximizing efficiency of call transfer speed Active CA2815399C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US40558710P 2010-10-21 2010-10-21
US61/405,587 2010-10-21
PCT/US2011/057317 WO2012054851A1 (en) 2010-10-21 2011-10-21 System and method for maximizing efficiency of call transfer speed

Publications (2)

Publication Number Publication Date
CA2815399A1 CA2815399A1 (en) 2012-04-26
CA2815399C true CA2815399C (en) 2017-05-16

Family

ID=45973042

Family Applications (1)

Application Number Title Priority Date Filing Date
CA2815399A Active CA2815399C (en) 2010-10-21 2011-10-21 System and method for maximizing efficiency of call transfer speed

Country Status (6)

Country Link
US (3) US8594308B2 (enExample)
EP (1) EP2630781B1 (enExample)
JP (1) JP2013540407A (enExample)
AU (1) AU2011316871A1 (enExample)
CA (1) CA2815399C (enExample)
WO (1) WO2012054851A1 (enExample)

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CN107682576B (zh) * 2017-10-26 2020-01-14 平安科技（深圳）有限公司 客户进线分配方法、系统、计算机设备及存储介质
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US11158321B2 (en) 2019-09-24 2021-10-26 Google Llc Automated calling system
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CN112367434B (zh) * 2020-11-11 2022-04-12 国家电网有限公司客户服务中心 一种电网客服业务运算资源自动分配系统
US11223722B1 (en) 2020-12-23 2022-01-11 AcqueonTechnologies Inc. System and method for unified autodial campaign management
CN113067951B (zh) * 2021-03-17 2022-11-22 平安普惠企业管理有限公司 终端通信管理方法、装置、计算机设备及可读存储介质
CN113596268B (zh) * 2021-07-27 2022-11-11 平安普惠企业管理有限公司 重拨处理方法、装置、电子设备及存储介质
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Also Published As

Publication number Publication date
US20120099720A1 (en) 2012-04-26
WO2012054851A1 (en) 2012-04-26
AU2011316871A1 (en) 2013-05-23
EP2630781A1 (en) 2013-08-28
US9467566B2 (en) 2016-10-11
EP2630781A4 (en) 2016-06-15
JP2013540407A (ja) 2013-10-31
CA2815399A1 (en) 2012-04-26
US8964963B2 (en) 2015-02-24
EP2630781B1 (en) 2018-06-20
US20150124953A1 (en) 2015-05-07
US8594308B2 (en) 2013-11-26
US20140044253A1 (en) 2014-02-13

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Effective date: 20161021