Correlating information between Internet and call center environments
2 Assignments
0 Petitions
Accused Products
Abstract
Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer'"'"'s interaction with a Web site and with a call center. Information about the customer and the customer'"'"'s Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user'"'"'s Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer. As a result, customer acquisition and sales tools more powerful than a mere click-to-callback tool can be made available with a combined marketing approach using the Web and call centers.
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Citations
55 Claims
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1-52. -52. (canceled)
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53. A network services platform coupled to both a packet network and a telecommunications network for correlating information between a call center associated with a subscriber and a packet network linked to an on-going interactive Web-based communication session with a user, the network services platform comprising
a processing unit for translating the packet network-based information into call set-up information associated with the subscriber'"'"'s call center and for translating DTMF tone sequences from the call center into “ - page push”
commands to be forwarded over packet network to the subscriber'"'"'s Web site; and
a telecommunications unit coupled to the telecommunications network for transmitting the received information to the call center and establishing a telecommunications session between the user and the call center over the telecommunication network, the network services platform maintaining a continued association between the user and the packet network through the on-going interactive Web-based communication session during the telecommunications session and pushing the at least one of the plurality of web pages corresponding to the page push command during the telecommunications communication session. - View Dependent Claims (54, 55)
- page push”
Specification