System and method for improved contact center services to disabled callers

• US 20060256950A1
• Filed: 05/11/2005
• Published: 11/16/2006
• Est. Priority Date: 05/11/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Patel, Labhesh, Lee, Johnny, Jabbour, Fadi R., Lee, David C.
• Granted Patent: US 7,940,913 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 2203/2066 Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve information listed in the certificate. The certificate information includes a type of disability of the caller. Following authentication, the system provides a service response appropriate for the type of disability of the caller. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Claims

1. A computer-automated method of servicing a caller at a contact center comprising:

prompting the caller for a password associated with a certificate of disability of the caller;

accessing a database that contains the certificate;

authenticating the password;

retrieving information listed in the certificate, which includes a type of disability of the caller;

providing a service response appropriate for the type of disability.

2. The method of claim 1 wherein the service response includes providing an interactive voice response (IVR) script tailored for the type of disability.

3. The method of claim 1 wherein the service response comprises transferring the caller to an agent experienced in handling calls from persons having the type of disability.

4. The method of claim 1 wherein the service response includes providing preferential treatment to the caller.

5. A computer-automated method of servicing a caller to a contact center comprising:

providing the caller with a menu that includes an option for requesting special treatment due on a disability;

certifying the disability of the caller in response to selection of the option by the caller;

providing the special treatment to the caller.

6. The method of claim 5 wherein the special treatment comprises invoking a special interactive voice response (IVR) script appropriate to the disability.

7. The method of claim 5 wherein the special treatment comprises placing the caller at a front position in an automatic call distributor (ACD) wait queue.

8. The method of claim 5 wherein the special treatment comprises transferring the caller to an agent experienced in handling calls from persons with the disability.

9. The method of claim 5 wherein certifying the disability comprising:

receiving an electronic certificate of disability transmitted from the caller.

10. The method of claim 5 wherein certifying the disability comprising:

accessing a database containing an electronic certificate that verifies the disability of the caller.

11. A system for servicing a call from a caller to a contact center comprising:

an automatic call distributor (ACD) to receive the call and to provide the caller with a menu option for requesting special treatment due on a disability; and

a database that stores a certificate authenticating the disability of the caller,

wherein the ACD is operable to access the database in response to selection of the menu option by the caller and to retrieve the certificate, the ACD being further operable to provide a service response appropriate for the type of disability to the caller.

12. The system of claim 11 wherein the service response of the ACD includes transfer of the caller to one of the agents having experience with the disability of the caller.

13. The system of claim 11 wherein the ACD includes an interactive voice response (IVR) system that provides the menu option.

14. A system for servicing a call from a caller to a contact center comprising:

means for receiving a certificate authenticating a disability of the caller; and

means for providing a service response appropriate for the disability of the caller.

15. A system for servicing a call from a caller to a contact center comprising:

an automatic call distributor (ACD) to receive the call, the ACD being operable to receive a certificate that authenticates a disability of the caller; and

an interactive voice response (IVR) system associated with the ACD, the IVR having a special script appropriate to the disability, the special script being invoked following receipt of the certificate by the ACD.

16. The system of claim 15 wherein the ACD includes means for accessing a database that contains the certificate.

17. The system of claim 15 wherein the certificate is transmitted to the ACD from the caller.