UNIFIED CALL CENTRE SYSTEM FOR MULTIPLE SERVICE PROVIDERS

• US 20080112558A1
• Filed: 06/29/2007
• Published: 05/15/2008
• Est. Priority Date: 06/30/2006
• Status: Active Grant

• Current Assignee: VOXP PTE. LTD.
• Original Assignee: VOXP PTE. LTD.
• Inventors: Mendiola, Dennis
• Granted Patent: US 8,315,372 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/42008 Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5125 with remote located operators

Abstract

In accordance with a first aspect of the invention there is a unified call centre system for multiple service providers comprising at least one server; and at least one database in communication with the at least one server. A service provider executes software stored on the at least one server to register an account, the registration process requiring the service provider to enter a predetermined set of information, including at least one identifier for an electronic voice communication device, an additional identifier for an electronic communication device (voice or text) and a personal identifier. After entry of the predetermined set of information, the software generates a unique identifier for the account and communicates the unique identifier and a return destination address for activating the account. The service provider then operates to activate the account by communicating their personal identifier to the return destination address using the electronic communication device. Thereafter, when a caller calls the unified call centre system and communicates the unique identifier of the service provider to the unified call centre system, the unified call centre system operates to establish a call with the service provider by way of one of the at least one electronic voice communication devices and, if able to establish said call, link the caller through to the service provider.

Claims

1. A unified call centre system for multiple service providers comprising:

at least one server;

at least one database in communication with the at least one server,

where, a service provider executes software stored on the at least one server to register an account, the registration process requiring the service provider to enter a predetermined set of information, including at least one identifier for an electronic voice communication device, an additional identifier for an electronic communication device (voice or text) and a personal identifier, and where, after entry of the predetermined set of information, the software generates a unique identifier for the account and communicates the unique identifier and a return destination address for activating the account, the service provider then operable to activate the account by storing the predetermined set of information in the at least one database and communicating the personal identifier of the service provider to the return destination address using the electronic communication device such that, when a caller calls the unified call centre system and communicates the unique identifier of the service provider to the unified call centre system, the unified call centre system references the predetermined set of information and operates to establish a call with the service provider by way of one of the at least one electronic voice communication devices and, if able to establish said call, link the caller through to the service provider.

2. A unified call centre system as claimed in claim 1, where the unique identifier is equal to, or derived from, the personal identifier.

3. A unified call centre system as claimed in any preceding claim, where the service provider sets either a time-based or fixed charge for said calls, the caller being required to make payment of the appropriate charge on termination of the linked call.

4. A unified call centre system as claimed in claim 3, where the method of payment is one of the following:

credit card, mobile phone credit, pre-paid card credit, other electronic payment system.

5. A unified call centre system as claimed in any preceding claim, where the caller is required to register themselves with the unified call centre system prior to being able to make calls to service providers.

6. A unified call centre system according to claim 5, as dependent on claim 4, where registration of the caller requires the caller to identify a method of payment as described in claim 4, the unified call centre system operable to debit the designated method of payment the amount of the charge on termination of the linked call.

7. A unified call centre system according to claim 5 or claim 6, where the information provided by the caller during the registration process is used to impose access controls on the caller'"'"'s use of the unified call centre system.

8. A unified call centre system according to any one of claims 5 to 7, where the caller is able to specify an alias by which they will be known to the service providers during the linked call.

9. A unified call centre system according to any preceding claim, where the service provider is able to specify an alias by which they will be known to the callers during the linked call.

10. A unified call centre system according to any preceding claim, where the service provider is able to specify time periods in which the service provider is able to take calls, the unified call centre system operable to refuse to link a call made by a caller outside of these hours.

11. A unified call centre system according to any preceding claim, where the electronic voice communication device is one of the following:

a personal branch exchange;

a mobile phone;

a voice over internet protocol phone;

a fixed line telephone.

12. A unified call centre system according to any preceding claim, where the service provider lists a series of alternate contact devices and where, if the caller is not able to be linked with the service provider through the electronic voice communication device, the unified call centre system attempts to inform the service provider that a caller is seeking to contact them by sending communication messages to each of the alternate contact devices in rotation.

13. A unified call centre system according to any preceding claim, where the unified call centre system operates a website and information provided by each service provider and their respective unique identifier are accessible through the website.

14. A unified call centre system according to any preceding claim, where the service provider is required to verify their identity by communicating their personal identifier to the unified call centre system prior to receiving a linked call from a caller.

15. A unified call centre system according to any preceding claim, where, on termination of the linked call, the unified call centre system sends a communication message to the caller indicating the cost of the linked call to them.

16. A unified call centre system according to any preceding claim where, on termination of the linked call, the unified call centre system sends a communication message to the service provider indicating the revenue generated from the linked call.

17. A unified call centre system according to any preceding claim, further including a feedback mechanism to allow the service provider to rate callers.

18. A unified call centre system according to any preceding claim, further including a feedback mechanism to allow callers to rate service providers.

19. A unified call centre system according to claim 17 or claim 18, where the caller or service provider, as appropriate, is able to provide feedback via the feedback mechanism through one of the following:

a website;

after the linked call;

before the caller or service provider'"'"'s next linked call.

20. A unified call centre system according to claim 18, as dependent on claim 13, where the feedback on a service provider is also accessible through the website.

21. A unified call centre system according to any one of claims 17 to 20, where, if the service provider or caller'"'"'s feedback is less than a predetermined value, the caller or service provider, as appropriate, may no longer be able to make use of the unified call centre system.

22. A unified call centre system according to any preceding claim, where, if the caller is not able to be linked to the service provider immediately, the caller is communicated an estimate of the wait time until the service provider will be able to take their call.

23. A unified call centre system according to claim 4, where, when the method of payment designated by the caller is by mobile phone credit, the unified call centre system include a credit exchange system to equate the credit or air-time of the caller'"'"'s telecommunication carrier with the credit or air-time of the service provider'"'"'s telecommunication carrier.

24. A unified call centre system according to claim 23, where in equating the credit or air-time of the telecommunication carriers, the exchange system takes into account one or more of the following facts:

currency differences and the impact of foreign currency exchange;

devaluation of the credit or air-time resulting from promotional activities and/or the various products offered by the telecommunication carriers;

call establishment and call termination fees levied by the respective telecommunication carriers;

AND/OR

the commission amount set or fee charged by the respective telecommunication carriers to allow for the transfer and/or receipt of the mobile phone credit.

25. A unified call centre system according to claim 23 or claim 24, where the exchange system further allows the service provider to convert the mobile phone credit received as payment for a call to an official country currency.

26. A unified call centre system for multiple service providers comprising:

at least one server;

a website in communication with the at least one server; and

at least one database in communication with the at least one server,

where, a service provider executes software stored on the at least one server to register an account, the registration process requiring the service provider to enter a predetermined set of information, including at least one identifier for an electronic voice communication device, an additional identifier for an electronic communication device (voice or text), a personal identifier and details of at least one good or service to be offered by the service provider through the website, and where, after entry of the predetermined set of information, the software stores the predetermined set of information in the at least one database and generates a unique identifier for each of the at least one good or service and a unique registration identifier and communicates the unique registration identifier and a return destination address for activating the account, the service provider then operable to activate the account by communicating their personal identifier to the return destination address using the electronic communication device such that, when a caller accesses the website and chooses a good or service, the website operates to communicates the unique identifier of the chosen good or service to the unified call centre system, the unified call centre system operable to determine if the good or service is provided on a real-time basis from the unique identifier and, if so, with reference to the stored predetermined information, to establish a call with the service provider by way of one of the at least one electronic voice communication devices and, if able to establish said call, link the caller through to the service provider.

27. A unified call centre system according to claim 26, where the unified call centre system operates to provide the unique identifier to the service provider prior to linking the caller to the service provider so that the service provider knows what good or service the caller is seeking.

28. A unified call centre system according to claim 26 or claim 27, where the unique identifier for each of the at least one good or service is derived from a unique identifier assigned to the service provider.

29. A unified call centre system according to any one of claims 26 to claim 28, where a set of unique identifiers specific to a caller is mapped to the unique identifiers of each of the at least one good or service,

30. A server for a unified call centre system for multiple service providers, the server in communication with at least one database, the server having software stored thereon that allows a service provider to register an account, the registration process requiring the service provider to enter a predetermined set of information, including at least one identifier for an electronic voice communication device, an additional identifier for an electronic communication device (voice or text) and a personal identifier, and where, after entry of the predetermined set of information, the software generates a unique identifier for the account and communicates the unique identifier and a return destination address for activating the account, the server thereafter operable to store the predetermined set of information in the at least one database and receive a communication from the service provider at the return destination address including their personal identifier to such that, when a caller calls the server and communicates the unique identifier of the service provider to the unified call centre system, the server references the predetermined set of information stored in the at least one database and operates to establish a call with the service provider by way of one of the at least one electronic voice communication devices and, if able to establish said call, link the caller through to the service provider.

31. A server for a unified call centre system as claimed in claim 30, where the unique identifier is equal to, or derived from, the personal identifier.

32. A server for a unified call centre system as claimed in claim 30 or claim 31, where the service provider sets either a time-based or fixed charge for said calls, the caller being required to make payment of the appropriate charge on termination of the linked call.

33. A server for a unified call centre system as claimed in any one of claims 30 to 32, where the caller is required to register themselves with the server prior to being able to make calls to service providers.

34. A server for a unified call centre system according to claim 33, where registration of the caller requires the caller to identify at least one of the following methods of payment:

credit card, mobile phone credit, pre-paid card credit, other electronic payment system; and

where the server is operable to debit the designated method of payment the amount of the charge on termination of the linked call.

35. A server for a unified call centre system according to claim 33 or claim 34, where the information provided by the caller during the registration process is used by the server to impose access controls on the caller'"'"'s use of the unified call centre system.

36. A server for a unified call centre system according to any one of claims 33 to 35, where the caller is able to specify an alias by which they will be known to the service providers during the linked call.

37. A server for a unified call centre system according to any one of claims 30 to 36, where the service provider is able to specify an alias by which they will be known to the callers during the linked call.

38. A server for a unified call centre system according to any one of claims 30 to 37, where the service provider is able to specify time periods in which the service provider is able to take calls, the server operable to refuse to link a call made by a caller outside of these hours.

39. A server for a unified call centre system according to any one of claims 30 to 38 where the service provider lists a series of alternate contact devices and where, if the caller is not able to be linked with the service provider through the electronic voice communication device, the server attempts to inform the service provider that a caller is seeking to contact them by sending communication messages to each of the alternate contact devices in rotation.

40. A server for a unified call centre system according to any one of claims 30 to 39, where the server operates a website and information provided by each service provider and their respective unique identifier are accessible through the website.

41. A server for a unified call centre system according to any one of claims 30 to 40, where the server is required to receive verification of the identity of the service provider in the form of a communication of their personal identifier prior to receiving a linked call from a caller.

42. A server for a unified call centre system according to any one of claims 30 to 41, where, on termination of the linked call, the server sends a communication message to the caller indicating the cost of the linked call to them.

43. A server for a unified call centre system according to any one of claims 30 to 42, where, on termination of the linked call, the server sends a communication message to the service provider indicating the revenue generated from the linked call.

44. A server for a unified call centre system according to any one of claims 30 to 43 further including a feedback mechanism to allow the service provider to rate callers.

45. A server for a unified call centre system according to any one of claims 30 to 44, further including a feedback mechanism to allow callers to rate service providers.

46. A server for a unified call centre system according to any one of claims 30 to 45, where, if the service provider or caller'"'"'s feedback is less than a predetermined value, the server may prevent the caller or service provider, as appropriate, from making use of the unified call centre system.

47. A server for a unified call centre system according to any one of claims 30 to 46 where, if the server is not able to link the caller to the service provider immediately, the server communicates to the caller an estimate of the wait time until the service provider will be able to take their call.

48. A server for a unified call centre system for multiple service providers, the server in communication with a website and at least one database, the server having software stored thereon to register an account, the registration process requiring the service provider to enter a predetermined set of information, including at least one identifier for an electronic voice communication device, an additional identifier for an electronic communication device (voice or text), a personal identifier and details of at least one good or service to be offered by the service provider through the website, and where, after entry of the predetermined set of information, the software generates a unique identifier for each of the at least one good or service and a unique registration identifier and communicates the unique registration identifier and a return destination address for activating the account, the server then operable to store the predetermined set of information in the database and activate the account by communicating their personal identifier to the return destination address using the electronic communication device such that, when a caller accesses the website and chooses a good or services, the website operates to communicate the unique identifier of the chosen good or service to the server, the unified call centre system operable to determine if the good or service is provided on a real-time basis from the unique identifier and, if so, to, with reference to the stored predetermined set of information, establish a call with the service provider by way of one of the at least one electronic voice communication devices and, if able to establish said call, link the caller through to the service provider.

49. A server for a unified call centre system according to claim 48, where the server operates to provide the unique identifier to the service provider prior to linking the caller to the service provider so that the service provider knows what good or service the caller is seeking.

50. A server for a unified call centre system according to claim 48 or claim 49, where the unique identifier for each of the at least one good or service is derived from a unique identifier assigned to the service provider.

51. A server for a unified call centre system according to any one of claims 48 to claim 50, where the server maps a set of unique identifiers specific to a caller to each of the at least one good or service.

55. A computer readable medium according to any one of claims 51 to 54, where the service provider is able to specify time periods in which the service provider is able to take calls, the software operable to refuse to link a call made by a caller outside of these hours.

56. A computer readable medium according to any one of claims 51 to 55, where the software records a list of alternate contact devices and where, if the caller is not able to be linked with the service provider through the electronic voice communication device, the software attempts to inform the service provider that a caller is seeking to contact them by sending communication messages to each of the alternate contact devices in rotation.

57. A computer readable medium according to any one of claims 51 to 56, where the software includes website means for generating and operating a website having information provided by each service provider and their respective unique identifier accessible therefrom.

58. A computer readable medium according to any one of claims 51 to 57, where the software operates to require a service provider to provide verification of their identity in the form of a communication of their personal identifier prior to receiving a linked call from a caller.

59. A computer readable medium according to any one of claims 51 to 58, where, on termination of the linked call, the software operates to send a communication message to the caller indicating the cost of the linked call to them.

60. A computer readable medium according to any one of claims 51 to 59, where, on termination of the linked call, the server operates to send a communication message to the service provider indicating the revenue generated from the linked call.

61. A computer readable medium according to any one of claims 51 to 60, where the software further includes a feedback mechanism to allow the service provider to rate callers.

62. A computer readable medium according to any one of claims 51 to 61, where the software further includes a feedback mechanism to allow callers to rate service providers.

63. A computer readable medium according to any claim 61 or claim 62, where, if the service provider or caller'"'"'s feedback is less than a predetermined value, the software may prevent the caller or service provider, as appropriate, from making use of the unified call centre system.

64. A computer readable medium according to any one of claims 51 to 63 where, if the caller is not able to be linked to the service provider immediately, the software communicates to the caller an estimate of the wait time until the service provider will be able to take their call.

67. A computer readable medium according to any one of claim 65 or claim 66 to claim 50, where the software maps a set of unique identifiers specific to a caller to each of the at least one good or service.

52. A computer readable medium having software stored thereon, the software operable to allow a service provider to register an account, the registration process requiring the service provider to enter a predetermined set of information, including at least one identifier for an electronic voice communication device, an additional identifier for an electronic communication device (voice or text) and a personal identifier, and where, after entry of the predetermined set of information, the software generates a unique identifier for the account and communicates the unique identifier and a return destination address for activating the account, the software further operable to activate the service provider'"'"'s account on receipt of a communication from the service provider at the return destination address including their personal identifier and store the predetermined set of information in the at least one database, the software, after activation, operable that, on receipt of a communication from a caller specifying the unique identifier of a service provider the software references the stored predetermined set of information and use that information to establish a call with the service provider by way of one of the at least one electronic voice communication devices and, if able to establish said call, link the caller through to the service provider.

53. A computer readable medium according to claim 52, where the software includes means for obtaining registration details from a caller prior the caller being able to make calls to service providers.

54. A computer readable medium according to claim 53, where the information provided by the caller during the registration process is used by the software to impose access controls on the caller'"'"'s use of the unified call centre system.

65. A computer readable medium having software recorded thereon, the software operable to register an account, the registration process requiring the service provider to enter a predetermined set of information, including at least one identifier for an electronic voice communication device, an additional identifier for an electronic communication device (voice or text), a personal identifier and details of at least one good or service to be offered by the service provider through a website also generated and operated by the software, and where, after entry of the predetermined set of information, the software generates a unique identifier for each of the at least one good or service and a unique registration identifier and communicates the unique registration identifier and a return destination address for activating the account, the software thereafter operable to store the predetermined set of information in the database and activate the account by communicating their personal identifier to the return destination address using the electronic communication device such that, when a caller accesses the website and chooses a good or services, the website operates to communicate the unique identifier of the chosen good or service to the software, the software thereafter operable to determine if the good or service is provided on a real-time basis from the unique identifier and, if so, to, with reference to the stored predetermined set of information, establish a call with the service provider by way of one of the at least one electronic voice communication devices and, if able to establish said call, link the caller through to the service provider.

66. A computer readable medium according to claim 65, where the software operates to provide the unique identifier to the service provider prior to linking the caller to the service provider so that the service provider knows what good or service the caller is seeking.

68. A method of operating a unified call centre system for multiple service providers comprising the steps of:

requiring a service provider to enter an account comprising a predetermined set of information, including at least one identifier of an electronic voice communication device and an additional identifier for an electronic communication device (voice or text) and a personal identifier;

generating a unique identifier for the account;

communicating the unique identifier and a return destination address for activating the account;

storing the predetermined set of information in a database on receipt of a communication message from the electronic communication device including the service provider'"'"'s personal identifier;

referencing the predetermined set of information correlating to a service provider specified in a call received from a caller on receipt, the service provider being identified by way of their unique identifier; and

establishing a call with the identified service provider by reference to the predetermined set of information and , where able to establish said call, linking the caller through to the service provider.

69. A method of operating a unified call centre system according to claim 68, including the step of charging the caller on termination of the linked call, the charged amount being determined by the time-based or fixed charge specified by the service provider.

70. A method of operating a unified call centre system according to claim 69, including the step of registering a caller prior to linking the caller to any service provider.

71. A method of operating a unified call centre system according to claim 70, including the step of imposing access controls on the caller'"'"'s use of the unified call centre system based on information provided by the caller during the caller registration process.

72. A method of operating a unified call centre system according to any one of claims 68 to 71, including the step of refusing to link a call to a service provider outside of time periods specified by the service provider.

73. A method of operating a unified call centre system according to any one of claims 68 to 72, including the step of sending, in rotation, communication messages to each of a set of alternate contact devices specified by the service provider when the caller is not able to be linked to the service provider through the electronic voice communication device.

74. A method of operating a unified call centre system according to any one of claims 68 to 73, including the step of verifying the identity of the service provider prior to linking a caller.

75. A method of operating a unified call centre system according to any one of claims 69 to 74, as dependent on claim 69, including the step of sending a communication message to the caller indicating the cost of the linked call to them.

76. A method of operating a unified call centre system according to any one of claims 69 to 75, as dependent on claim 69, including the step of sending a communication message to the service provider indicating the revenue received from the linked call.

77. A method of operating a unified call centre system according to any one of claims 69 to 76, including the step of receiving feedback from a caller in respect of a service provider.

78. A method of operating a unified call centre system according to any one of claims 69 to 77, including the step of receiving feedback from a service provider in respect of a caller.

79. A method of operating a unified call centre system according to claim 77 or claim 78, including the step of preventing a caller or service provider, as appropriate, have a feedback score less than a predetermined value from making use of the unified call centre system.

80. A method of operating a unified call centre system according to any one of claims 69 to 79, including the step of providing the caller with an estimate of the wait time until the service provider will be able to take their call if the caller is not able to be linked to the service provider immediately.

81. A method of operating a unified call centre system comprising the steps of:

requiring a service provider to enter an account comprising a predetermined set of information, including at least one identifier of an electronic voice communication device and an additional identifier for an electronic communication device (voice or text);

a personal identifier and details of at least one good or service to be offered by website;

generating a unique identifier for each of the at least one good or service;

communicating the unique identifiers and a return destination address for activating the account;

storing the predetermined set of information in a database on receipt of a communication message from the electronic communication device including the service provider'"'"'s personal identifier;

referencing the predetermined set of information correlating to a service provider providing a good or service as specified by a unique identifier communicated by the website; and

establishing a call with the identified service provider by reference to the predetermined set of information and, where able to establish said call, linking the caller through to the service provider.

82. A method of operating a unified call centre system according to claim 81, further including the step of providing the service provider with the unique identifier prior to linking the call.

83. A method of operating a unified call centre system according to claim 81 or claim 82, further including the step of mapping a set of unique identifiers specific to a caller to the unique identifiers of each of the at least one good or service.