System and method for caller confirmation of call center agent notes
First Claim
1. A method of servicing a telephone call from a caller to a call center comprising:
- communicating notes of an agent to the caller during the telephone call, the notes being electronically recorded by the agent;
receiving a confirmation response from the caller confirming the notes, the confirmation response being sent prior to or coincident with an end of the telephone call; and
entering the notes into a memory associated with an automatic call distributor (ACD) of the call center.
1 Assignment
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Accused Products
Abstract
A system includes a computer workstation associated with an agent of a call center and a subsystem that includes automatic call distributor (ACD) functions for connecting a caller to the computer workstation of the agent, the subsystem being connected with a device of the caller via an Internet Protocol (IP) network. The agent transmits a first message over the IP network to a device of the caller during the call. The first message contains notes electronically recorded by the agent. Prior to or coincident with an end of the call, the caller sends a second message back to the system confirming the agent'"'"'s notes. 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).
39 Citations
18 Claims
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1. A method of servicing a telephone call from a caller to a call center comprising:
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communicating notes of an agent to the caller during the telephone call, the notes being electronically recorded by the agent;
receiving a confirmation response from the caller confirming the notes, the confirmation response being sent prior to or coincident with an end of the telephone call; and
entering the notes into a memory associated with an automatic call distributor (ACD) of the call center. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A call center for servicing a telephone call from a caller comprising:
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means for electronically communicating notes of an agent to the caller, the notes being electronically recorded by the agent; and
means for electronically storing the notes upon receipt of a confirmation message from the caller, the confirmation message being sent by the caller prior to or coincident with an end of the telephone call.
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9. A system for servicing a telephone call from a caller to a call center comprising:
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a computer workstation associated with an agent of the call center, a subsystem that includes automatic call distributor (ACD) functions for connecting the caller to the computer workstation associated with the agent, the subsystem being connected with a device of the caller via an Internet Protocol (IP) network, and wherein the computer workstation is operable to transmit a first message over the IP network to the device of the caller during the telephone call, the first message containing notes electronically recorded by the agent, the computer workstation being further operable to receive a second message sent from the device of the caller prior to or coincident with an end of the telephone call, the second message confirming the notes. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A computer program product comprising a computer useable medium and computer readable code embodied on the computer useable medium, execution of the computer readable code causing the computer program product to:
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communicate notes of a call center agent to a caller, the notes being electronically recorded by the call center agent during a telephone call with the caller; and
enter the notes into a memory associated with an automatic call distributor (ACD) of the call center upon receipt of a confirmation response from the caller confirming the notes, the confirmation response being sent by the caller prior to or coincident with an end of the telephone call.
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16. A computer program product comprising a computer useable medium and computer readable code embodied on the computer useable medium, execution of the computer readable code causing the computer program product to:
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communicate notes of a call center agent to a caller, the notes being electronically recorded by the call center agent during a telephone call with the caller;
receive a confirmation response from the caller confirming the notes, the confirmation response being sent by the caller prior to or coincident with an end of the telephone call; and
enter the notes into a memory associated with an automatic call distributor (ACD) of the call center. - View Dependent Claims (17, 18)
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Specification