Correlating Information Between Internet and Call Center Environments

• US 20110299523A1
• Filed: 08/08/2011
• Published: 12/08/2011
• Est. Priority Date: 08/23/1996
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Brown, Sanford Samuel, Danyluk, Oleh George, Grippo, Ronald V.
• Granted Patent: US 9,112,952 B2
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/55 Push-based network services
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2207/20 hybrid systems
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13152 Callback
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/13389 LAN, internet

Abstract

Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer'"'"'s interaction with a Web site and with a call center. Information about the customer and the customer'"'"'s Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user'"'"'s Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.

Claims

1-38. -38. (canceled)

39. A method comprising:

receiving via a packet network information from a user device engaged in a communication session with a web site;

receiving via the packet network a request from the user device to establish a telecommunication session between a telephone and a call center;

verifying preconditions for establishing the telecommunication session;

in response to verifying preconditions, transmitting to the user device a request for confirmation prior to establishing the telecommunication session;

receiving confirmation from the user device;

transforming the information to generate converted data;

initiating a first call to the call center via a telecommunication network using the converted data and transmitting the converted data to the call center;

initiating a second call to the telephone via the telecommunication network; and

bridging the first call and the second call to establish the telecommunication session.

40. The method of claim 39 wherein:

the web site is associated with a subscriber;

the subscriber is associated with the call center; and

the web site is maintained on a web server operated by the subscriber.

41. The method of claim 40 wherein the information further comprises subscriber identification.

42. The method of claim 41 further comprising selecting, using the subscriber identification, an appropriate call center for initiating the first call.

43. The method of claim 39 further comprising transmitting a message to the call center via the telecommunication network, the message identifying a user using the user device and details of the communication session.

44. The method of claim 39 wherein:

the method is performed at a network service platform; and

wherein the call center is different from and independent of the network service platform.

45. The method of claim 39 wherein the preconditions comprise an indication of availability of the call center.

46. A network service platform comprising:

means for receiving via a packet network information from a user device engaged in a communication session with a web site;

means for receiving via the packet network a request from the user device to establish a telecommunication session between a telephone and a call center;

means for verifying preconditions for establishing the telecommunication session;

means for transmitting to the user device a request for confirmation prior to establishing the telecommunication session;

means for receiving confirmation from the user device;

means for transforming the information to generate converted data;

means for initiating a first call to the call center via a telecommunication network using the converted data and transmitting the converted data to the call center;

means for initiating a second call to the telephone via the telecommunication network; and

means for bridging the first call and the second call to establish the telecommunication session.

47. The network system platform of claim 46 further comprising means for transmitting a message to the call center via the telecommunication network, the message identifying a user using the user device and details of the communication session.