Client survey systems and methods using caller identification information

• US 20050147228A1
• Filed: 12/24/2003
• Published: 07/07/2005
• Est. Priority Date: 12/24/2003
• Status: Active Grant

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Kreiner, Barret Morris, Perrella, Ronald J.
• Granted Patent: US 7,672,444 B2
• Time in Patent Office: Days
• US Class Current: 379/265.60
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

A system and method is provided that includes an automatic call distribution system adapted to communicate over a network and includes a first software control module and a caller identification information device. The automatic call distribution system is configured to capture the caller identification information associated with an incoming call placed by a client and to route the incoming call and the caller identification information received from the network to a call agent station. The system also provides an interactive voice response system in communication with the automatic call distribution system for administering a survey to a client in communication with the call agent station. The survey is then associated with the client'"'"'s caller identification information and identification information of the call agent.

Claims

1. A system, comprising:

an automatic call distribution system adapted to communicate over a network, wherein the automatic call distribution system comprises a first software control module and a first caller identification device for capturing caller identification information associated with an incoming call, and wherein the automatic call distribution system is configured to route the incoming call and the caller identification information received from the network;

a call agent station in communication with the automatic call distribution system, wherein the call agent station is configured to receive the incoming calls and the caller identification information routed from the automatic call distribution system, and wherein the call agent station is operated by a call agent that is identified by predetermined call agent identification information; and

a database in communication with the automatic call distribution system;

wherein, the caller identification information is associated with the call agent identification information and is stored in the database.

2. The system of claim 1, further comprising an interactive voice response system in communication with the automatic call distribution system;

wherein, the interactive voice response system is configured to administer a survey to a caller associated with the caller identification information stored in the database;

wherein, under the control of the first software control module, the automatic call distribution system routes the incoming call from the call agent station to the interactive voice response system for administering the survey; and

wherein, the survey is associated with the caller identification information and the call agent identification information.

3. The system of claim 2, wherein the interactive voice response system is adapted for receiving survey responses in touch-tone format.

4. The system of claim 2, wherein survey responses are stored in the database.

5. The system of claim 2, further comprising a supervisor station in communication with the automatic call distribution system, wherein a supervisor at the supervisor station makes incoming call routing decisions based on the results of the survey.

6. The system of claim 2, further comprising a second software control module for controlling one or more aspects of survey response data and associating the survey response data with the caller identification information.

7. The system of claim 6, further comprising associating the survey response data with the caller identification information and the call agent identification information.

8. The system of claim 1, wherein the call agent station further comprises a second caller identification device for capturing caller identification information associated with the incoming call.

9. A system, comprising:

an automatic call distribution system adapted to communicate over a first network and a second network, wherein the automatic call distribution system comprises a first software control module and a caller identification device for capturing caller identification information associated with an incoming message and an incoming call, and wherein the automatic call distribution system is configured to route the incoming message received from the first network and is configured to route the incoming call received from the second network;

a server in communication with the automatic call distribution system, wherein the server is adapted for receiving the incoming message from the first network;

a call agent station in communication with the automatic call distribution system, wherein the call agent station is configured to receive the incoming message, the incoming call, and the caller identification information associated with the incoming message and the incoming call are routed from the automatic call distribution system, and wherein the call agent station is operated by a call agent that is identified by predetermined call agent identification information; and

a database in communication with the automatic call distribution system;

wherein, the caller identification information is associated with the call agent identification information and is stored in the database.

10. The system of claim 9, further comprising an interactive voice response system in communication with the automatic call distribution system;

wherein the interactive voice response system is configured to administer a survey to a client associated with the caller identification information through the first and second networks;

wherein under the control of the first software control module, the automatic call distribution system routes the incoming call from the second network to the interactive voice response system for administering the survey to the client; and

wherein the survey is associated with the caller identification information and the call agent identification information.

11. The system of claim 10, further comprising associating the survey with any one of the survey, the client'"'"'s caller identification information, and the call agent identification information.

12. The system of claim 9, wherein the first network is the Internet.

13. The system of claim 9, wherein the second network is a telephone network.

14. The system of claim 9, wherein the call agent station further comprises an Internet Protocol telephone.

15. The system of claim 9, further comprising a second software control module for controlling one or more aspects of survey response data management and associating the survey response data with the client'"'"'s caller identification information.

16. A method of conducting a survey with a client, comprising:

receiving a call at a call center from the client using a communication device;

capturing caller identification information associated with the communication device;

at the call center, routing the call and the caller identification information to a call agent identified by call agent identification information;

associating the caller identification information with the call agent identification information; and

storing the caller identification information with the call agent identification information in a database.

17. The system of claim 16, further comprising:

routing the call to an interactive voice response system; and

conducting a survey with the client through the interactive voice response system;

wherein the survey is associated with the caller identification information and the call agent identification information.

18. The method of claim 16, further comprising:

initiating a transaction between the client and the call agent;

determining whether the client consents to using the client'"'"'s caller identification information in the survey; and

when the client consents, routing the call from the call agent to the interactive voice response system upon termination of the transaction with the call agent.

19. The method of claim 16, further comprising:

receiving responses to the survey questions via touch tone telephone format;

storing the responses in a database; and

associating the responses with the caller identification information and the call agent identification information.

20. The method of claim 19, further comprising:

analyzing the responses; and

adjusting routing traffic in the call center according to the analysis.