System For Presenting Scripts To A Contact

• US 20130243181A1
• Filed: 05/03/2013
• Published: 09/19/2013
• Est. Priority Date: 08/15/2000
• Status: Active Grant

• Current Assignee: Noguar Lc
• Original Assignee: Noguar Lc
• Inventors: Sirstins, John, Smith, Jennifer, Baker, Forrest IV, Baker, Forrest III
• Granted Patent: US 8,793,581 B2
• Time in Patent Office: Days
• US Class Current: 379/266.07
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/50 Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers H04M3/487 takes precedence; centralised dictation systems H04M11/10; Centralised arrangements for recording messages
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

A system is disclosed for presenting a plurality of scripts to a contact. A system includes a dialer, controller, Input/Output devices, and a memory containing modules for execution on a processor. A script player module plays a plurality of prerecorded audio file scripts. A presentation module presenting a plurality of script options to an agent. An input module receives an agent input corresponding to at least one of the script options. A profile module stores a contact profile reflecting contact-specific data, and the presentation module presents script options to the agent based upon the profile for outputting contact-specific scripts.

Claims

1. A system for presenting a plurality of scripts to a contact, the system comprising:

a dialer configured to connect to a phone system;

a controller coupled to the dialer for managing the initiation of calls to a contact;

Input/Output (I/O) devices configured to interact with a user;

a memory containing modules for execution on a processor, the modules comprising;

a script player module for playing a plurality of scripts, each script comprising a prerecorded audio file;

a presentation module for presenting a plurality of script options to a human agent;

an input module for receiving agent inputs from the human agent, each input corresponding to one or more of said plurality of script options, at least one agent input corresponding to an executable file for playing a script;

a profile module for storing a contact profile reflecting contact-specific data; and

wherein at least one script option comprises contact-specific data received during the call to allow the human agent to play a script that is specific to the contact being called, said contact-specific data comprising at least one data type chosen from a marital status, a family status, a business status, a relationship status, a title, a customer technology, an attitude, a disposition, a prior affirmation, a socioeconomic factor, and a purchasing pattern; and

,

a communication network coupling the dialer, controller, processor, I/O devices, and memory.

2. The system of claim 1, wherein the memory further comprises a script formulation module to formulate scripts.

3. The system of claim 1, wherein the memory further comprises a statistics module for keeping statistical data regarding agent inputs.