METHOD AND SYSTEM FOR PROVIDING A VIRTUAL COLLECTIONS CALL CENTER SYSTEM
First Claim
1. A virtual collections call center system, comprising:
- a plurality of call agent computer systems, comprising a first call agent computer system associated with a call agent and a plurality of second call agent computer systems;
a database server configured to store a plurality of debtor records, wherein each debtor record comprises a debtor telephone number;
a telephony server, in operable communication with the database server, configured to retrieve a debtor record from the database server;
an auto dialer system, in operable communication with the telephony server, configured to initiate a communication session with a debtor based on the debtor telephone number of the retrieved debtor record, establish a connection with the call agent after the debtor has accepted the communication session, and alert the telephony server that the communication session has been established; and
a Web server, in operable communication with the telephony server, configured to initiate a Web session with the first call agent computer system,wherein the first call agent computer system is geographically separated from the database server, the telephony server, the auto dialer system, the Web server, and the plurality of second call agent computer systems.
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Accused Products
Abstract
Methods and systems for operating a virtual collections call center system are described. A system may include a database server, a telephony server, an auto dialer system, a Web server, and call agent computer systems, each geographically separated from the database server, the telephony server, the auto dialer system, the Web server and other call agent computer systems. The database server may store debtor records, each including a debtor telephone number. The telephony server may retrieve a debtor record from the database server. The auto dialer system may initiate a communication session with a debtor based on the debtor telephone number of the retrieved debtor record, establish a connection with the call agent after the debtor has accepted the communication session, and alert the telephony server that the communication session has been established. The Web server may initiate a Web session with the call agent computer system.
91 Citations
22 Claims
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1. A virtual collections call center system, comprising:
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a plurality of call agent computer systems, comprising a first call agent computer system associated with a call agent and a plurality of second call agent computer systems; a database server configured to store a plurality of debtor records, wherein each debtor record comprises a debtor telephone number; a telephony server, in operable communication with the database server, configured to retrieve a debtor record from the database server; an auto dialer system, in operable communication with the telephony server, configured to initiate a communication session with a debtor based on the debtor telephone number of the retrieved debtor record, establish a connection with the call agent after the debtor has accepted the communication session, and alert the telephony server that the communication session has been established; and a Web server, in operable communication with the telephony server, configured to initiate a Web session with the first call agent computer system, wherein the first call agent computer system is geographically separated from the database server, the telephony server, the auto dialer system, the Web server, and the plurality of second call agent computer systems. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method of operating a virtual collections call center system, the method comprising:
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retrieving, via a telephony server, a debtor record from a database server containing a plurality of debtor records, wherein each debtor record comprises a debtor telephone number; initiating a communication session with a debtor based on the debtor telephone number associated with the retrieved debtor record; in response to the debtor associated with the retrieved debtor record accepting the communication session, establishing a connection with a call agent; and initiating, via a Web server, a Web session with a call agent computer system associated with the call agent, wherein the call agent computer system is geographically separated from the telephony server, the database server and the Web server. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22)
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Specification