SESSION BOARD CONTROLLER BASED POST CALL ROUTING FOR CUSTOMER FEEDBACK APPLICATION

• US 20090290701A1
• Filed: 05/22/2008
• Published: 11/26/2009
• Est. Priority Date: 05/22/2008
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: LIBERMAN BEN-AMI, Hadas, WEISS, Shay, MART, Beeri, BARUCH, Uzi, HAYNER, Omri, HASSIDI, Offer, PORTMAN, Leon
• Granted Patent: US 8,199,896 B2
• Time in Patent Office: Days
• US Class Current: 379/211.02
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application.

Claims

5-1. The method of claim 1, wherein transferring the communication session to the feedback application comprises connecting a customer to an automated survey of customer feedback.

8. A system for handling communication sessions, the system comprising:

a session border controller coupled to the communication network to detect a communication session; and

an automated customer feedback application coupled to the session border controller via the communication network,

wherein the session border controller transfers the communication session to the feedback application upon receipt of an indication that a customer-service interaction of the communication session has been ended.

9. The system of claim 8 further comprising:

a telephone switch to receive the communication session as a telephone call from the session border controller for establishing the customer-service interaction.

10. An article comprising a computer-storage medium having stored thereon instructions that, when executed by a processing platform, result in:

detecting a communication session;

receiving an indication that a customer-service interaction associated with the communication session has been ended; and

transferring the communication session to a feedback application.

11. The article of claim 10, wherein the instructions when executed further result in:

tagging the communication session as eligible for being transferred to the feedback application.

12. The article of claim 10, wherein the communication session is a telephone call and wherein the instructions when executed further result in:

forwarding the telephone call to a telephone switch to establish a customer-service interaction.

13. The article of claim 12, wherein the instructions when executed further result in:

prior to forwarding the telephone call to the telephone switch, forwarding the telephone call to an integrated voice response server to receive a customer'"'"'s consent to participate in an after-call survey handled by a feedback application; and

tagging the communication session as eligible for being transferred to the feedback application based on results from the integrated voice response server.

14. The article of claim 10, wherein transferring the communication session to the feedback application comprises connecting a customer to an automated survey of customer feedback.

15. The article of claim 10, wherein receiving the indication that the customer-service interaction has been ended comprises receiving information that a customer-service representative has left the session.

16. The article of claim 11, wherein tagging the communication session as eligible for being transferred to the feedback application is performed according to rules stored in the article.