Data integration with interactive voice response systems

• US 20030002651A1
• Filed: 12/29/2000
• Published: 01/02/2003
• Est. Priority Date: 12/29/2000
• Status: Abandoned Application

• Current Assignee: Intel Corporation
• Original Assignee: Intel Corporation
• Inventors: Shires, Glen E.
• Application Number:
  US09/750,029
• Publication Number:
  US 20030002651A1
• Time in Patent Office: Days
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method and system is provided for data integration with interactive voice response systems. A telephony server receives a request for a call-back, issued by a user at a user station by selecting telephone information service via a web browser. The request may include a phone number to be used for the requested call-back and relevant customer information. The telephony server then places a phone call to a call center that provides the telephone information service and that includes comprising an interactive voice response system, an automatic call distributor, and a customer relation management system. The call, placed by the telephony server to the call center, delivers information relevant to the request to the automatic call distributor and the customer relation management system based on an interactive voice response tree used by the interactive voice response system.

Claims

1. A method for data integration with interative voice response systems, the method comprising:

receiving, by a telephony server, a request for a call-back issued by a user at a user station by selecting telephone information service via a browser, the request including a telephone number, to be used for the call-back, and user information; and

placing a call, by the telephony server, to a call center that facilitates the telephone information service, through a phone connection, the call center comprising an interactive voice response system, the call delivering information relevant to the request to the call center according to an interactive voice response tree used by the interactive voice response system.

2. The method according to claim 1, wherein the user information includes user'"'"'s account information.

3. The method according to claim 1, wherein placing a call comprises:

generating a string of DTMF codes encoding the user information based on the interactive voice response tree;

transmitting the string of DTMF codes to the call center.

4. The method according to claim 3, further comprising:

routing, by the call center, the call to an agent station; and

presenting the user information, decoded from the string of DTMF codes, on the agent station.

5. A system for data integration with interative voice response systems, the system comprising:

a user'"'"'s telephone and a user'"'"'s device with network connection to access data on a browser;

a call center providing a telephone information service;

a telephony server for data integration connecting to both the user'"'"'s browser, via a browser server, and the call center, via a phone switching network, the telephony server receiving a request for a call-back issued from a user via the user'"'"'s browser, wherein the request includes a phone number for the call-back and user information, the telephony server placing a call, based on the request, to the call center and delivering the user information to the call center.

6. The system according to claim 5, wherein the device is a personal computer.

7. The system according to claim 5, wherein the device is a personal digital assistant device.

8. The system according to claim 5, wherein the device is a laptop computer.

9. The system according to claim 5, wherein the device is a wireless personal digital assistant device.

10. The system according to claim 5, wherein the call center comprises:

an interactive voice response system for interactively responding a call, via voice, based on an interactive voice response tree;

an automatic call distributor for routing the call to an agent at an agent station; and

an automatic call distribution gate for selectively connecting a routed call to the agent station.

11. The system according to claim 5, wherein the call center comprises:

an interactive voice response system for interactively responding a call via voice based on an interactive voice response tree; and

a customer relation management system for storing, retrieving, and managing user information.

12. The system according to claim 5, wherein the call center comprises:

an interactive voice response system for interactively responding a call via voice based on an interactive voice response tree;

an automatic call distributor for routing the call to an agent at an agent station;

a customer relation management system for storing, retrieving, and managing user information; and

an automatic call distribution gate for selectively connecting a routed call to the agent station.

13. The system according to claim 5, wherein the telephony server comprises:

a receiver for receiving, from the browser server, the request issued by the user;

a DTMF code generator for generating a string of DTMF codes encoding the user information based on the interactive voice response tree; and

a transmitter for transmitting the DTMF string to the call center by delivering the string of DTMF codes to the interactive voice response system of the call center.

14. The system according to claim 5, further comprising at least one agent station connecting to the call center.

15. The system according to claim 14, wherein the agent station comprises:

a telephone for receiving and answering a routed call from the call center;

a display screen for information display; and

a presentation unit for receiving the user information, sent with the routed call, and for displaying the user information on the display screen.

17. A medium according to claim 16, wherein the code recorded on the medium further causes the computer to:

receive, by the telephony server, the request;

generate a string of DTMF codes encoding the user information based on the interactive voice response tree; and

transmit the string of DTMF codes to the call center.

18. A medium according to claim 17, wherein the information recorded on the medium further causes the computer to:

route, by the call center, the call to an agent station; and

present the user information, decoded from the string of DTMF codes, on the agent station.

16. A computer readable medium having program code stored thereon, such that when the code is read and executed by a computer, the computer is caused to:

receive, by a telephony server, a request for a call-back issued by a user by selecting a telephone information service via a browser, the request including a telephone number, to be used for the call-back, and user information; and

place a call, by the telephony server, to a call center that facilitates the telephone infomration service, through a phone connection, the call center comprising an interactive voice response system, the call delivering information relevant to the request to the call center according to an interactive voice response tree used by the interactive voice response system.