Method and System for Agent-Assisted Browsing
First Claim
Patent Images
1. A method, comprising:
- providing to a live agent, a desktop control with relevant tools to facilitate an interaction with a caller;
maintaining a voice call via a telecommunications network between said live agent and said caller;
identifying an endpoint device of the caller; and
displaying synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device.
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Abstract
In one embodiment, the invention provides a method for accessing data remotely by using a telecommunications network through an internet capable client device. The method comprises providing to a live agent, a desktop control with relevant tools to facilitate an interaction with a caller and maintaining a voice call via a telecommunications network between said live agent and said caller. The method further comprises identifying an endpoint device of the caller and displaying synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device.
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Citations
20 Claims
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1. A method, comprising:
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providing to a live agent, a desktop control with relevant tools to facilitate an interaction with a caller; maintaining a voice call via a telecommunications network between said live agent and said caller; identifying an endpoint device of the caller; and displaying synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 16, 17, 18)
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12. A computer-readable medium having stored thereon a sequence of instructions, which when executed by a computer, cause said computer to perform a method, the method comprising:
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retrieving by the computer relevant information to a live agent in a display while maintaining a voice call between a live agent and a caller; identifying an endpoint device of the caller; displaying synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device. - View Dependent Claims (13, 14, 15)
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19. A system for agent-assisted browsing, the system comprising:
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a desktop control with relevant tools to facilitate an interaction by an agent with a caller; and a voice communication device for maintaining a voice call via a telecommunications network between said live agent and said caller; the desktop control being operable to cause display of synchronized information relevant to what the caller said during the voice call simultaneously on the desktop control and the endpoint device, the information being configured for display on the endpoint device. - View Dependent Claims (20)
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Specification