JP6099396B2 - 顧客コンタクトのためのシステムおよび方法 - Google Patents

顧客コンタクトのためのシステムおよび方法 Download PDF

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Publication number
JP6099396B2
JP6099396B2 JP2012526941A JP2012526941A JP6099396B2 JP 6099396 B2 JP6099396 B2 JP 6099396B2 JP 2012526941 A JP2012526941 A JP 2012526941A JP 2012526941 A JP2012526941 A JP 2012526941A JP 6099396 B2 JP6099396 B2 JP 6099396B2
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JP
Japan
Prior art keywords
contact
service
agent
user
customer
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
JP2012526941A
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English (en)
Japanese (ja)
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JP2013503568A (ja
Inventor
アール． ジェイ ジョン
アール． ジェイ ジョン
エイ． ダッシュ ジェレミー
エイ． ダッシュ ジェレミー
エイ． ジュドキンズ ブロック
エイ． ジュドキンズ ブロック
エル． コーフマン ドナルド
エル． コーフマン ドナルド
リン ユン−チュン
リン ユン−チュン
ピー． シャープ レイモンド
ピー． シャープ レイモンド
ディー． サリヴァン ジョゼフ
ディー． サリヴァン ジョゼフ
ジェイ． ウェイランド トーマス
ジェイ． ウェイランド トーマス
キドウェイ タウシーフ
キドウェイ タウシーフ
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
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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
Publication of JP2013503568A publication Critical patent/JP2013503568A/ja
Application granted granted Critical
Publication of JP6099396B2 publication Critical patent/JP6099396B2/ja
Expired - Fee Related legal-status Critical Current
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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 creation or management
    • 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

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  • 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)
JP2012526941A 2009-08-25 2010-08-25 顧客コンタクトのためのシステムおよび方法 Expired - Fee Related JP6099396B2 (ja)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
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 2009-08-25
US12/547,387 US9088649B2 (en) 2009-08-25 2009-08-25 Systems and methods for customer contact
PCT/US2010/046647 WO2011025824A1 (en) 2009-08-25 2010-08-25 Systems and methods for customer contact

Related Child Applications (1)

Application Number Title Priority Date Filing Date
JP2016173952A Division JP6415505B2 (ja) 2009-08-25 2016-09-06 ユーザとサービスエージェントとの間のコンタクトを調整するためのシステムおよび方法

Publications (2)

Publication Number Publication Date
JP2013503568A JP2013503568A (ja) 2013-01-31
JP6099396B2 true JP6099396B2 (ja) 2017-03-22

Family

ID=43628365

Family Applications (2)

Application Number Title Priority Date Filing Date
JP2012526941A Expired - Fee Related JP6099396B2 (ja) 2009-08-25 2010-08-25 顧客コンタクトのためのシステムおよび方法
JP2016173952A Active JP6415505B2 (ja) 2009-08-25 2016-09-06 ユーザとサービスエージェントとの間のコンタクトを調整するためのシステムおよび方法

Family Applications After (1)

Application Number Title Priority Date Filing Date
JP2016173952A Active JP6415505B2 (ja) 2009-08-25 2016-09-06 ユーザとサービスエージェントとの間のコンタクトを調整するためのシステムおよび方法

Country Status (7)

Country Link
EP (1) EP2471249A4 (https=)
JP (2) JP6099396B2 (https=)
KR (2) KR101848845B1 (https=)
CN (2) CN102498707B (https=)
CA (2) CA2771704C (https=)
IN (1) IN2012DN02399A (https=)
WO (1) WO2011025824A1 (https=)

Families Citing this family (6)

* 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
CN108093149A (zh) * 2017-12-25 2018-05-29 平安科技（深圳）有限公司 专属坐席池分配方法、电子装置及计算机可读存储介质

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US6493447B1 (en) * 1997-11-21 2002-12-10 Mci Communications Corporation Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications
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
US20030002651A1 (en) * 2000-12-29 2003-01-02 Shires Glen E. Data integration with interactive voice response systems
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
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Also Published As

Publication number Publication date
JP2013503568A (ja) 2013-01-31
CA2980067A1 (en) 2011-03-03
EP2471249A1 (en) 2012-07-04
CA2771704C (en) 2017-11-07
KR20170109075A (ko) 2017-09-27
KR101848845B1 (ko) 2018-04-16
EP2471249A4 (en) 2014-01-01
WO2011025824A1 (en) 2011-03-03
CA2771704A1 (en) 2011-03-03
CN102498707B (zh) 2016-01-20
JP2016201854A (ja) 2016-12-01
CN105590247A (zh) 2016-05-18
JP6415505B2 (ja) 2018-10-31
IN2012DN02399A (https=) 2015-08-21
KR20120056847A (ko) 2012-06-04
KR101781056B1 (ko) 2017-10-23
CN102498707A (zh) 2012-06-13

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