Communication arrangement

• US 20030169869A1
• Filed: 04/03/2003
• Published: 09/11/2003
• Est. Priority Date: 10/03/2000
• Status: Active Grant

• Current Assignee: Telemedia
• Original Assignee: Telemedia
• Inventors: Bonnin, David Frew
• Granted Patent: US 6,914,974 B2
• Time in Patent Office: Days
• US Class Current: 379/265.02
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• 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 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308

Abstract

A method for surveying and changing telephony response systems which includes using a supplementary services provider adapted to handle a very much smaller number of calls than a main telephone network and which can therefore be readily modified from time to time in order to firstly improve any market survey approach or questions but as well, test suggested modifications in a response method or approach. Further there is disclosed a prompt call back system to assist in direct user feedback.

Claims

1. A method for monitoring contact made by a person using a telephony system to contact a service provider including the steps of:

controlling with a contact control means the selection of a contact;

receiving a selected contact at said contact control system that provides a means to monitor the contact by a human operator; and

provides further means controllable by that human operator or automatically by said contact control system to direct said selected contact, to a selected contact entry point in the service provider'"'"'s contact handling system or an alternative contact handling system; and

/or out of said service provider'"'"'s contact handling system or an alternative contact handling system, into either system, or terminating said contact; and

, providing the capability for said human operator to monitor the interactions of both sides of the contact including at least the person'"'"'s contact activities and one or more of the activities of the service provider'"'"'s contact handling system or an alternative contact handling system and recording said interactions.

2. A method according to claim 1 wherein said contact control means is a network environment.

3. A method according to claim 1 wherein said contact control system is a private branch exchange.

4. A method according to claims 2 and 3 wherein said private branch exchange interacts with said network environment to maintain the capability for said human operator to monitor said interaction.

5. A method according to claim 1 wherein said contact control system is physically remote from said service provider'"'"'s contact handling system.

6. A method according to claim 1 wherein said alternative contact handling system is the same as said service provider'"'"'s contact handling system.

7. A method according to claim 1 wherein said alternative contact handling system is different from said service provider'"'"'s contact handling system.

8. A method according to claim 1 wherein said contacting person is asked for a call back contact number.

9. A method according to claim 1 wherein a portion of said alternative contact handling system or a portion of said service provider'"'"'s contact handling system is an interactive voice response system.

10. A method according to claim 9 wherein said recording includes recording of the interaction of the said person contacting the service provider while they interact with said interactive voice response system.

11. A method according to claim 1 wherein said recording includes recording at all times the experience of the person contacting the service provider whether they are being interviewed by said human operator or using the service provider'"'"'s contact handling system or the alternative contact handling system.

12. A method according to claim 1 wherein said contact control system selects a contact based on a random selection of the contacts.

13. A method according to claim 12 wherein the random selection is made from those contacts being made within a predetermined period of time.

14. A method according to claim 12 wherein the random selection is made from those contacts being made to a predetermined one of a plurality of contact reception points of a said service provider.

15. A method according to claim 12 wherein the quantity of random selections is determined by the availability of said human operators.

16. A method according to claim 1 further including the step of requesting permission from a said selected contact.

17. A method according to claim 16 wherein the step of obtaining permission is conducted by an interactive voice response system.

18. A method according to claim 16 wherein the step of obtaining permission is conducted by said human operator.

19. A method according to claim 1 wherein said human operator contacts said person at any time during their contact with the service provider and/or after termination of their contact with the service provider.