Operator network that routes customer care calls based on subscriber/device profile and CSR skill set
First Claim
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1. A customer care system for mobile devices, the customer care system comprising:
- a plurality of customer care representative units, each associated with a customer care representative;
a call handling server capable of handling a plurality of customer care calls from at least some of the mobile devices;
a customer care server communicatively coupled to the call handling server that facilitates diagnosis of the at least some of the mobile devices and the selective modification of the at least some of the mobile devices; and
the customer care server routing each of the plurality of customer care calls to one of the plurality of customer care representative units based on an expertise information of customer care representatives and a device profile retrieved from the at least some of the mobile devices.
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Abstract
An operator network is capable of routing incoming customer care calls to specific customer care representatives based on a subscriber profile and customer service representative (CSR) skill set. The device profile is retrieved from the mobile handset while the incoming customer care call is in a queue waiting to be connected to a CSR. The retrieved device profile is also used to determine an appropriate CSR to handle an incoming customer care call.
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Citations
23 Claims
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1. A customer care system for mobile devices, the customer care system comprising:
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a plurality of customer care representative units, each associated with a customer care representative;
a call handling server capable of handling a plurality of customer care calls from at least some of the mobile devices;
a customer care server communicatively coupled to the call handling server that facilitates diagnosis of the at least some of the mobile devices and the selective modification of the at least some of the mobile devices; and
the customer care server routing each of the plurality of customer care calls to one of the plurality of customer care representative units based on an expertise information of customer care representatives and a device profile retrieved from the at least some of the mobile devices. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A customer care system of operated in an operator network and used by a plurality of customer care representatives, the customer care system comprising:
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a customer care server;
a plurality of customer care representative units communicatively coupled to the customer care server, each of the plurality of customer care representative units capable of being used by at least one of a plurality of customer care representatives;
the customer care system capable of routing an incoming customer care call from a mobile device to a specific customer care representative unit among the plurality of customer care representative units based on a device profile associated with the mobile device and based on a customer service representative (CSR) skill set associated with one of the plurality of customer care representatives currently using the specific customer care representative unit. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A method of providing customer care to a user of a mobile device in a customer care system, the method comprising:
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queuing an incoming customer care call from the mobile device;
selecting a target customer care representative from a plurality of customer care representatives;
presenting a device profile associated with the mobile device to the target customer care representative; and
assigning the target customer care representative to the incoming call. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23)
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Specification