KR101848845B1 - 고객 접촉 시스템 및 방법 - Google Patents

고객 접촉 시스템 및 방법 Download PDF

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Publication number
KR101848845B1
KR101848845B1 KR1020177026204A KR20177026204A KR101848845B1 KR 101848845 B1 KR101848845 B1 KR 101848845B1 KR 1020177026204 A KR1020177026204 A KR 1020177026204A KR 20177026204 A KR20177026204 A KR 20177026204A KR 101848845 B1 KR101848845 B1 KR 101848845B1
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South Korea
Prior art keywords
service
contact
agent
customer
user
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KR1020177026204A
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English (en)
Korean (ko)
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KR20170109075A (ko
Inventor
존 알. 제이
제레미 에이. 대쉬
브록 에이. 저드킨스
도날드 엘. 카우프만
영-천 린
레이몬드 피. 샤프
조셉 디. 설리반
토마스 제이. 웨이랜드
타우시프 키드와이
Original Assignee
아마존 테크놀로지스, 인크.
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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 아마존 테크놀로지스, 인크. filed Critical 아마존 테크놀로지스, 인크.
Publication of KR20170109075A publication Critical patent/KR20170109075A/ko
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Publication of KR101848845B1 publication Critical patent/KR101848845B1/ko
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    • 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
    • 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
    • H04M3/42195—Arrangements for calling back a calling subscriber
    • 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

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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)
KR1020177026204A 2009-08-25 2010-08-25 고객 접촉 시스템 및 방법 Active KR101848845B1 (ko)

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 Parent Applications (1)

Application Number Title Priority Date Filing Date
KR1020127006958A Division KR101781056B1 (ko) 2009-08-25 2010-08-25 고객 접촉 시스템 및 방법

Publications (2)

Publication Number Publication Date
KR20170109075A KR20170109075A (ko) 2017-09-27
KR101848845B1 true KR101848845B1 (ko) 2018-04-16

Family

ID=43628365

Family Applications (2)

Application Number Title Priority Date Filing Date
KR1020177026204A Active KR101848845B1 (ko) 2009-08-25 2010-08-25 고객 접촉 시스템 및 방법
KR1020127006958A Active KR101781056B1 (ko) 2009-08-25 2010-08-25 고객 접촉 시스템 및 방법

Family Applications After (1)

Application Number Title Priority Date Filing Date
KR1020127006958A Active KR101781056B1 (ko) 2009-08-25 2010-08-25 고객 접촉 시스템 및 방법

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=)

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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

Citations (2)

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JP2008172487A (ja) 2007-01-11 2008-07-24 Click Call Co Ltd 電話管理システム
US20080288349A1 (en) * 2007-02-22 2008-11-20 Weisberg Jonathan S Methods and systems for online interactive communication

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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
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
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
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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

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2008172487A (ja) 2007-01-11 2008-07-24 Click Call Co Ltd 電話管理システム
US20080288349A1 (en) * 2007-02-22 2008-11-20 Weisberg Jonathan S Methods and systems for online interactive communication

Also Published As

Publication number Publication date
JP2013503568A (ja) 2013-01-31
CA2980067A1 (en) 2011-03-03
JP6099396B2 (ja) 2017-03-22
EP2471249A1 (en) 2012-07-04
CA2771704C (en) 2017-11-07
KR20170109075A (ko) 2017-09-27
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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