Data integration with interactive voice response systems
First Claim
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.
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Accused Products
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.
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Citations
18 Claims
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1. A method for data integration with interative voice response systems, the method comprising:
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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. - View Dependent Claims (2, 3, 4)
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5. A system for data integration with interative voice response systems, the system comprising:
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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. - View Dependent Claims (6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 17, 18)
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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:
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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.
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Specification