Promoting caller voice browsing in a hold queue
First Claim
1. A method for promoting voice browsing, comprising:
- selecting at least one web page from among a plurality of accessible web pages for voice browsing by a particular caller waiting in a hold queue; and
offering said particular caller an incentive for voice browsing said at least one web page.
1 Assignment
0 Petitions
Accused Products
Abstract
A method, system, and program for promoting caller voice browsing while a caller is waiting in a hold queue are provided. At least one web page is selected for voice browsing by a particular caller waiting in a hold queue. The particular caller may be offered an incentive to voice browse the at least one web page, such that an on hold system housing the hold queue may promote voice browsing of specific web pages. Incentives may be in the form of points that are redeemable by the caller, for example, for adjustments in position within the call queue. In addition, the identity of the caller is preferably authenticated and a caller profile accessed according to the authenticated caller identity. Voice browsing web page selections may be tailored for the caller according to the caller profile.
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Citations
54 Claims
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1. A method for promoting voice browsing, comprising:
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selecting at least one web page from among a plurality of accessible web pages for voice browsing by a particular caller waiting in a hold queue; and
offering said particular caller an incentive for voice browsing said at least one web page. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for promoting voice browsing, comprising:
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a call center comprising a hold queue;
means for selecting at least one web page from among a plurality of accessible web pages for voice browsing by a particular caller waiting in said hold queue; and
means for offering said particular caller an incentive for voice browsing said at least one web page. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A computer program product for promoting voice browsing, comprising:
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a recording medium;
means, recorded on said recording medium, for directing selection of at least one web page from among a plurality of accessible web pages for voice browsing by a particular caller waiting in said hold queue; and
means, recorded on said recording medium, for enabling an offering to said particular caller of an incentive for voice browsing said at least one web page. - View Dependent Claims (24, 25, 26, 27, 28, 29)
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30. A method for specifying voice browsing, comprising:
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receiving a call for a caller with an authenticated identity at a hold queue;
accessing a caller profile stored in association with said authenticated identity; and
specifying a voice XML script according to said caller profile, such that voice browsing while waiting in said hold queue is specified for said caller. - View Dependent Claims (31, 32, 33, 34, 35, 36)
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37. A system for specifying voice browsing, comprising:
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a call center comprising a hold queue;
means for receiving a call for a caller with an authenticated identity at said hold queue;
means for accessing a caller profile stored in association with said authenticated identity; and
means for specifying a voice XML script according to said caller profile, such that voice browsing while waiting in said hold queue is specified for said caller. - View Dependent Claims (38, 39, 40, 41, 42, 43)
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44. A computer program product for specifying voice browsing, comprising:
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a recording medium;
means, recorded on said recording medium, for receiving a call for a caller with an authenticated identity at a hold queue;
means, recorded on said recording medium, for accessing a caller profile stored in association with said authenticated identity; and
means, recorded on said recording medium, for specifying a voice XML script according to said caller profile, such that voice browsing while waiting in said hold queue is specified for said caller. - View Dependent Claims (45, 46, 47, 48, 49)
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50. A method for controlling voice browsing, comprising:
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receiving a call for a caller with an authenticated identity at a hold queue;
accessing a caller profile stored in association with said authenticated identity, wherein said caller profile indicates at least one web page visited by said caller; and
selecting at least one web page from among a plurality of accessible web pages other than said at least one web page visited by said call for voice browsing by a particular caller waiting in a hold queue. - View Dependent Claims (51)
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52. A system for controlling voice browsing, comprising:
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a call center comprising a hold queue;
means for receiving a call for a caller with an authenticated identity at said call center;
means for accessing a caller profile stored in association with said authenticated identity, wherein said caller profile indicates at least one web page visited by said caller; and
means for selecting at least one web page from among a plurality of accessible web pages other than said at least one web page visited by said call for voice browsing by a particular caller waiting in a hold queue. - View Dependent Claims (53)
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54. A computer program product for controlling voice browsing, comprising:
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a recording medium;
means, recorded on said recording medium, for receiving a call for a caller with an authenticated identity at a call center;
means, recorded on said recording medium, for accessing a caller profile stored in association with said authenticated identity, wherein said caller profile indicates at least one web page visited by said caller; and
means, recorded on said recording medium, for selecting at least one web page from among a plurality of accessible web pages other than said at least one web page visited by said call for voice browsing by a particular caller waiting in a hold queue.
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Specification