System architecture and method for customer flow management
First Claim
1. An improved hardware independent, open-architecture queue management system (QMS) for management of users in a queue, said system comprising:
- at least one Web-based server for an organization containing the logic and central systems functions;
a Web client application allowing interaction between the users and said web-based server, and accessible through a browser on client workstations;
a database installed on an Structured Query Language (SQL) server for record maintenance and interactions with said web-based server and said client application;
an announcer server for activating at least one of the following;
an radio frequency identification (RFID) transmitter preferably carried by the user to identify the user upon arrival;
a survey station kiosk having an RFID receiver for receiving signals from said RFID transmitter;
displays to provide queue and marketing information to users; and
speakers to announce information to users, according to orders from said at least one Web-based server; and
an automated receptionist for issuing tickets to users, coordinating said transmitter and receiver information and otherwise interacting with the users.
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Accused Products
Abstract
An improved hardware independent, open-architecture queue management system (QMS) for management of users in a queue, the system including at least one Web-based server for an organization containing the logic and central systems functions. The system also includes a Web client application allowing interaction between the users and the Web Web-based server and accessible through a browser on client workstations and a database installed on a Structured Query Language (SQL) server for record maintenance and interactions with the Web-based server and the client application. The system further includes an announcer server for activating a radio frequency identification (RFID) transmitter carried by each of the users, a survey station kiosk having an RFID receiver, displays to provide queue and marketing information to users and speakers to announce information to the users and an automated an receptionist for issuing tickets to the users.
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Citations
11 Claims
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1. An improved hardware independent, open-architecture queue management system (QMS) for management of users in a queue, said system comprising:
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at least one Web-based server for an organization containing the logic and central systems functions;
a Web client application allowing interaction between the users and said web-based server, and accessible through a browser on client workstations;
a database installed on an Structured Query Language (SQL) server for record maintenance and interactions with said web-based server and said client application;
an announcer server for activating at least one of the following;
an radio frequency identification (RFID) transmitter preferably carried by the user to identify the user upon arrival;
a survey station kiosk having an RFID receiver for receiving signals from said RFID transmitter;
displays to provide queue and marketing information to users; and
speakers to announce information to users, according to orders from said at least one Web-based server; and
an automated receptionist for issuing tickets to users, coordinating said transmitter and receiver information and otherwise interacting with the users. - View Dependent Claims (2, 3, 4, 6, 7, 8, 9, 10, 11)
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5. The system according to claim 5, further comprising a recording installation for providing dual voice channels for better separation of said agent'"'"'s voice from the user'"'"'s voice.
Specification