System and method for redirecting a telecommunicating party to an information source over a computer network

• US 20070160187A1
• Filed: 02/03/2006
• Published: 07/12/2007
• Est. Priority Date: 12/28/2005
• Status: Abandoned Application

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Aspect Software Incorporated
• Inventors: Strandberg, Malcom, Gillis, W., Kneipp, Frederick, Dunn, Judith
• Application Number:
  US11/347,792
• Publication Number:
  US 20070160187A1
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/38 Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections queuing arrangements H04Q3/64
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

A system and method for providing an access code to an interested party who is engaging in communications with a call center agent over a communications line and directing the interested party to at least one source of information provided over a computer network. The interested party may make an inquiry or otherwise contact a call center via a telephone call or by inquiring over the internet. A web server or other system may itself determine that an interested party is in need of information or direction. Various embodiments of the invention envision that the source of information includes at least one web page, an on-line electronic chat session over the computer network, or automated navigation of a web site.

Claims

1. A system for redirecting an interested party engaged in communications with a call center agent over a communication line linking the call center agent to the interested party via a computer telephony integration (CTI) system to an information source accessible by the interested party over a computer network via an interested party computer accessing the computer network, the interested party redirection system featuring:

an information source access code generator, for generating an access code to allow the interested party to access at least one source of information, the access code generator also for linking an assigned access code to a call record maintained in the CTI system, to identify an interested party utilizing the access code to access the source of information;

a computer network interface, for interfacing the call center CTI system to the computer network;

a call record database, for storing information to link an assigned access code to a stored call record; and

a source of information navigation system, responsive to an assigned access code input by a user, for directing the interested party to said at least one source of information over the computer network.

2. The interested party redirection system of claim 1, wherein the computer network includes the Internet World Wide Web and wherein the CTI system network interface includes a web browser.

3. The interested party redirection system of claim 1, wherein the source of information navigation system includes an electronic chat program to allow a call center agent to engage in an electronic chat session with the interested party while the interested party is accessing the at least one source of information, to allow the call center agent to assist the interested party in navigating the alternative source of information.

4. The interested party redirection system of claim 1 further including an automated navigation script generator, responsive to the assigned access code and the call record linked to the assigned unique access code, for generating an automated script to direct the navigation of said at least one source of information based on information stored in the call record.

5. The interested party redirection system of claim 1, wherein the at least one source of information system is at least one web page and wherein the source of information navigation system is a link to the web page(s) providing the desired information.

6. The interested party redirection system of claim 3, wherein the call record database further includes an agent identifier, for identifying an agent engaged in communications with the interested party, for allowing the CTI system to assign the agent to participate in the electronic chat session with the interested party should the interested party desire the same call center agent who initially handled the communications, to assist in the navigation of the at least one source of information.

7. A method for redirecting an interested party engaged in communications with a call center agent over a communication line linking the call center agent to the interested party via a computer telephony integration (CTI) system to at least one source of desired information accessible by the interested party over a computer network via an interested party computer accessing the computer network, the method featuring the acts of:

generating an information source access code assigning said at least one source of information to said access code, for allowing the interested party to access the at least one source of information;

linking the assigned at least one source of information access code to a call record maintained in the CTI system, to identify an interested party who has been assigned the at least one information source access code;

interfacing the call center CTI system to the computer network;

storing the information necessary to link said assigned access code to a stored call record in a call record database; and

assisting an interested party accessing the at least one source of information in navigating the accessed alternative information source over the computer network.

8. The method of claim 7, wherein the alternative source of information includes at least one Internet World-Wide-Web page and further includes the act of interfacing the call center CTI system to the computer network includes employing a Internet Web Browser program to allow a call center agent to interface with the Internet and access the Web page(s) representing the at least one source of information.

9. The method of claim 7, wherein the act of assisting an interested party accessing the alternative information source over the computer network includes engaging a call center agent in an electronic chat session with the interested party over the computer network while the interested party is accessing the at least one information source, to allow the call center agent to assist the interested party in navigating the at least one source of information.

10. The method of claim 7, wherein the act of assisting an interested party accessing the at least one information source over the computer further includes the act of providing an automated navigation script generator, responsive to the assigned access code and the call record linked to the assigned access code, for generating an automated script to direct the navigation of said at least one source of information based on information stored in the call record.

11. The method of claim 7 wherein the communication the interested party is engaged in with the call center agent is a voice communication over a voice communication line linking the call center agent to the interested party.