JP2002514372A - コールセンターを拠点とする顧客サービスを提供するためのシステムおよび方法 - Google Patents

コールセンターを拠点とする顧客サービスを提供するためのシステムおよび方法

Info

Publication number
JP2002514372A
JP2002514372A JP55053998A JP55053998A JP2002514372A JP 2002514372 A JP2002514372 A JP 2002514372A JP 55053998 A JP55053998 A JP 55053998A JP 55053998 A JP55053998 A JP 55053998A JP 2002514372 A JP2002514372 A JP 2002514372A
Authority
JP
Japan
Prior art keywords
call
data
profile
customer
profiles
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.)
Pending
Application number
JP55053998A
Other languages
English (en)
Japanese (ja)
Inventor
ルー，デイヴィッド エル ラ
アイヴィー，ブライアン
エム レナード，ティモシー
Original Assignee
エムシーアイ ワールドコム インコーポレーテッド
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 エムシーアイ ワールドコム インコーポレーテッド filed Critical エムシーアイ ワールドコム インコーポレーテッド
Publication of JP2002514372A publication Critical patent/JP2002514372A/ja
Pending 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/56—Arrangements for indicating or recording the called number at the calling subscriber's set
    • 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

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
JP55053998A 1997-05-20 1998-05-19 コールセンターを拠点とする顧客サービスを提供するためのシステムおよび方法 Pending JP2002514372A (ja)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US85941197A 1997-05-20 1997-05-20
US08/859,411 1997-05-20
PCT/US1998/010254 WO1998053593A1 (en) 1997-05-20 1998-05-19 System and method for providing call center-based customer services

Publications (1)

Publication Number Publication Date
JP2002514372A true JP2002514372A (ja) 2002-05-14

Family

ID=25330858

Family Applications (1)

Application Number Title Priority Date Filing Date
JP55053998A Pending JP2002514372A (ja) 1997-05-20 1998-05-19 コールセンターを拠点とする顧客サービスを提供するためのシステムおよび方法

Country Status (5)

Country Link
EP (1) EP0983675A1 (de)
JP (1) JP2002514372A (de)
AU (1) AU7580598A (de)
CA (1) CA2289659A1 (de)
WO (1) WO1998053593A1 (de)

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2004535090A (ja) * 2001-03-02 2004-11-18 テレフォニー・アット・ワーク・インコーポレイテッド コールセンタ管理マネージャ
JP2008511256A (ja) * 2004-08-26 2008-04-10 エーティー アンド ティー ナレッジ ベンチャーズ エル．ピー． スピーチにより可能とされたコールセンター環境において自動化されたコールルーティング応用を実行する方法、システム、およびソフトウェア

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2382747A (en) * 2001-11-28 2003-06-04 Nokia Mobile Developments Personalised support service for users of handheld communication devices
US8885812B2 (en) 2005-05-17 2014-11-11 Oracle International Corporation Dynamic customer satisfaction routing
US9576041B2 (en) 2005-12-13 2017-02-21 British Telecommunications Public Limited Company User specific database querying method and apparatus

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4852149A (en) * 1988-06-29 1989-07-25 Dialogic Corporation Automated call filter
US5001710A (en) * 1989-10-24 1991-03-19 At&T Bell Laboratories Customer programmable automated integrated voice/data technique for communication systems
EP0670094A1 (de) * 1990-11-20 1995-09-06 Teloquent Communications Corporation System zum abwickeln von telefongesprächen
US5097528A (en) * 1991-02-25 1992-03-17 International Business Machines Corporation System for integrating telephony data with data processing systems
EP0545226A3 (en) * 1991-12-03 1994-06-15 Rolm Co Simultaneous recorded voice delivery and computer data screen delivery to an agent station
CA2103204C (en) * 1992-11-17 2002-11-12 Daniel F. Baker Call distributor with automatic preannouncement system and method
CA2197456A1 (en) * 1994-08-12 1996-02-22 Robert M. Pacilio System and method for scripting

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2004535090A (ja) * 2001-03-02 2004-11-18 テレフォニー・アット・ワーク・インコーポレイテッド コールセンタ管理マネージャ
JP2008511256A (ja) * 2004-08-26 2008-04-10 エーティー アンド ティー ナレッジ ベンチャーズ エル．ピー． スピーチにより可能とされたコールセンター環境において自動化されたコールルーティング応用を実行する方法、システム、およびソフトウェア

Also Published As

Publication number Publication date
WO1998053593A1 (en) 1998-11-26
CA2289659A1 (en) 1998-11-26
EP0983675A1 (de) 2000-03-08
AU7580598A (en) 1998-12-11

Similar Documents

Publication Publication Date Title
US5953406A (en) Generalized customer profile editor for call center services
US6377567B1 (en) System and method for distributing data collected from call center services
US6895084B1 (en) System and method for generating voice pages with included audio files for use in a voice page delivery system
US6707889B1 (en) Multiple voice network access provider system and method
US6501832B1 (en) Voice code registration system and method for registering voice codes for voice pages in a voice network access provider system
US5873068A (en) Display based marketing message control system and method
US7596218B2 (en) Enhanced directory assistance services in a telecommunications network
US7853488B1 (en) Method, program storage device, and apparatus for offering a user a plurality of scenarios under which to conduct a primary transaction
US6125173A (en) Customer profile based customized messaging
US6456699B1 (en) Web-based generation of telephony-based interactive voice response applications
WO1994023383A1 (en) Interactive computer system with self-publishing catalogue, advertiser notification, coupon processing and inbound polling
US20040029567A1 (en) Technique for effectively providing personalized communications and information assistance services
JPH09500500A (ja) 画面表示によるマーケティング・メッセージの制御システムと制御方法
WO1994015428A1 (en) Computer-based classified ad system and method
WO1994015294A1 (en) Interactive computer system with multi-protocol capability
US20070086584A1 (en) VoIP-Based Call-Center System and Method for Managing Communications in a Computer Network
WO2001042876A2 (en) Internet based automated outbound message delivery method and system
CN101107837A (zh) 数据处理的过程
JP2001516475A (ja) ユーザに追加の製品機能を提供する方法及び装置
US20040042593A1 (en) Web-based telephony services creation, deployment and maintenance method and system
EP1001591B1 (de) Redundante Datenbankspeicherung von selektierten registrierten Informationen für eine automatisierte Abfrageeinrichtung
JP2002514372A (ja) コールセンターを拠点とする顧客サービスを提供するためのシステムおよび方法
US7873151B1 (en) User-controlled personalized announcements for account-based services
US20060093103A1 (en) Technique for generating and accessing organized information through an information assistance service
US20080091612A1 (en) Telephone communication system and methods