System and method for controlling and monitoring communication between customers and customer service representatives

• US 5,914,951 A
• Filed: 04/16/1996
• Issued: 06/22/1999
• Est. Priority Date: 04/16/1996
• Status: Expired due to Term

• Current Assignee: AT&T Corporation (AT&T, Inc.), Lucent Technologies, Inc. (Nokia Corporation)
• Original Assignee: AT&T Corporation (AT&T, Inc.), Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Bentley, Jon Louis, Weber, Roy Philip, Goldman, Shelley B., Foladare, Mark Jeffrey, Schryer, Norman Loren, Silverman, David Phillip
• Primary Examiner(s): VU, HUY DUY
• Application Number:
  US08/632,873
• Time in Patent Office: 1,162 Days
• Field of Search: 379/34, 379/35, 379/265, 379/266, 379/88, 379/85, 379/207, 379/309, 379/201, 379/202, 379/211, 379/203, 379/204, 379/212, 370/356, 370/355, 370/357, 370/259, 370/270, 370/271, 370/351, 370/352, 370/353, 370/354
• US Class Current: 370/352
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• 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 2213/13349 Network management
• CPC Class Codes: H04Q 2213/13385 Off-net subscriber
• CPC Class Codes: H04Q 2213/13389 LAN, internet

Abstract

The system of the present invention allows a customer to access a company computer system via a data network and to request contact with a customer service representative. The company computer system automatically selects a customer service center and a customer service representative in accordance with a set of selection criteria, including customer preferences. A monitor, also connected to the company computer system via the data network, may choose to accept or to change the selections made by the company computer system. Once a customer service representative has been selected, the company computer system causes a telecommunication control device to connect the customer, the selected customer service representative, and the monitor via a voice network. If a monitor is not available, the company computer system causes the telecommunication control device to connect the customer and the selected customer service representative, and then records the communication therebetween for future review by a monitor. Optionally, the selected customer service representative may initiate data communication with the customer via the data network. The monitor may readily monitor the data communication between the customer and the customer service representative via the data network.

Claims

1. A system for selecting a customer service voice system from a plurality of customer service voice systems via a data network in response to a request by a customer, comprising:

first selection means for automatically selecting a customer service voice system from the plurality of customer service voice systems;

wherein said first selection means further comprises a customer service voice system selection database having a memory for storing a set of customer service voice system selection criteria, wherein the first selection means automatically selects a customer service voice system from the plurality of customer service voice systems in accordance with the set of customer service voice system selection criteria, wherein each customer service voice system of the plurality of customer service voice systems is associated with a unique customer service center having a location, a call volume and an overall performance rating, and wherein said customer service voice system selection criteria comprises at least one of the location of each customer service center relative to the location of the requesting customer, the call volume to each customer service center, and the overall performance rating of each customer service center; and

first override means connected to the first selection means via the data network for changing the customer service voice system selected by the first selection means to another of the plurality of customer service voice systems.

2. The system of claim 1, further comprising a second data network, and wherein said first override means is connected to the first selection means via the second data network.

3. The system of claim 1, further comprising first control means, connected to the first selection means via the data network, for changing the set of customer service voice system selection criteria.

4. The system of claim 1, wherein each of the plurality of the customer service voice systems comprises at least one customer service representative voice communication means, each of said at least one customer service representative voice communication means being associated with a unique customer service representative having a status representative of availability, an area of expertise, and a performance rating.

5. The system of claim 4, further comprising:

second selection means, connected to the first selection means, for automatically selecting a customer service representative voice communication means from said at least one customer service representative voice communication means; and

second override means, connected to the first override means, for changing the customer service representative voice communication means selected by the second selection means to another of said at least one customer service representative voice communication means.

6. The system of claim 5, wherein said third selection means further comprises a customer service representative selection database having a memory for storing a set of customer service representative selection criteria, and wherein the second selection means automatically selects a customer service representative voice communication means from said at least one customer service representative voice communication means in accordance with the set of customer service representative selection criteria.

7. The system of claim 6, further comprising second control means, connected to the first selection means via the data network, for manually changing the set of customer service representative selection criteria.

8. The system of claim 6, wherein said customer service representative selection criteria is at least one of a customer service representative'"'"'s availability, a customer service representative'"'"'s area of expertise, and a customer service representative'"'"'s performance rating.

9. The system of claim 6, further comprising a customer preference database connected to the first and the second selection means, said customer preference database having a memory for storing a set of customer preferences pertaining to the selection of a customer service representative voice communication means from said at least one customer service representative voice communication means.

10. The system of claim 9, further comprising:

display means, connected to the customer preference database via the data network, for displaying to a customer the set of customer preferences;

third selection means, connected to the display means, for enabling a customer to select at least one customer preference from the set of customer preferences; and

integration means, connected to the second selection means, for integrating the at least one customer preference into said set of customer service representative selection criteria.

11. The system of claim 9, wherein the set of customer preferences is at least one of a particular language, a particular type of information, and a particular customer service representative.

12. A system for monitoring voice communication between a customer and a customer service voice system by a monitor via a voice network and a data network, comprising:

customer voice communication means for enabling the customer to communicate with the customer service voice system via the voice network;

monitor voice communication means for enabling the monitor to communicate, via the voice network, with the customer voice communication means and with the customer service voice system;

third control means for determining whether the customer service voice system is to be monitored; and

first connection means, connected to the third control means via the data network, for connecting the customer voice communication means and the customer service voice system via the voice network to establish bi-directional voice communication therebetween when the third control means determines that the customer service voice system is not to be monitored, and for first connecting the customer service voice system to the monitor voice communication means via the voice network, and subsequently connecting the customer voice communications means to the customer service voice system and the monitor communication means via the voice network to establish a three-way voice communication therebetween when the third control means determines that the customer service voice system is to be monitored.

13. The system of claim 12, wherein the customer service voice system comprises a customer service representative voice communication means for enabling voice communication with the customer voice communication means via the voice network, said customer service representative voice communication means being associated with a unique customer service representative.

14. The system of claim 12, further comprising recording means, connected to the third control means via the data network and to the first connection means via the voice network, for selectively recording the voice communication between the customer voice communication means and the customer service voice system.

15. The system of claim 14, wherein said recording means records the voice communication between the customer voice communication means and the customer service voice system when the third control means determines that the customer service system is not to be monitored.

16. The system of claim 12, wherein the third control means comprises means for determining whether a monitor is available to monitor said customer service voice system, such that when said means for determining determines that the monitor is not available, said customer service voice system is not to be monitored.

17. The system of claim 12, wherein the third control means comprises means for manually selecting whether said customer service voice system is to be monitored.

18. A system for monitoring a communication signal representative of communication between a customer and a customer service communication means, by a monitor via at least one of a data network and a voice network, comprising:

customer communication means for enabling the communication by the customer with the customer service communication means via at least one of the data network and the voice network;

monitor communication means for enabling communication by the monitor with the customer service communication means via at least one of the data network and the voice network;

fourth control means for determining whether the customer service communication means is to be monitored; and

second connection means, connected to the forth control means, for connecting the customer communication means and the customer service communication means via at least one of the data network and the voice network to establish bi-directional communication therebetween when the fourth control means determines that the customer service communication means is not to be monitored, and for first connecting the customer service communication means to the monitor communication means via at least one of the data network and the voice network to enable the monitor to monitor communication to and from the customer service communication system, and subsequently connecting the customer communications means to the customer service communication means via at least one of the data network and the voice network to establish bi-directional communication therebetween when the fourth control means determines that the customer service communications means is to be monitored.

19. The system of claim 18, wherein said communication signal is representative of data communication.

20. The system of claim 18, wherein said communication signal is representative of both data and voice communication.

21. A system for selective connection of a customer voice communication means to a customer service voice system from a plurality of customer service systems via a voice network and a data network, comprising:

requesting means for generating request data representative of a request for connection of the customer voice communication means to a customer service voice system of the plurality of customer service voice systems;

first selection means, connected to the requesting means via the data network, for automatically selecting a customer service voice system from the plurality of customer service voice systems when the request data is generated by said requesting means, wherein the first selection means further comprises a customer service voice system selection database having a memory for storing a set of customer service voice system selection criteria and wherein the first selection means automatically selects a customer service voice system from the plurality of customer service voice systems in accordance with the set of customer service voice system selection criteria, wherein each customer service voice system of the plurality of customer service voice systems is associated with a unique customer service center having a location, a call volume and an overall performance rating, and wherein said customer service voice system selection criteria comprises at least one of the location of each customer service center relative to the location of the requesting customer, the call volume to each customer service center, and the overall performance rating of each customer service center;

first override means, connected to the first selection means via the data network, for changing the customer service voice system selected by the first selection means to another of the plurality of customer service voice systems; and

first connection means, connected to the first override means via the data network, for connecting the customer voice communication means and the selected customer service voice system via the voice network to establish bi-directional voice communication therebetween.

22. The system of claim 21, wherein each customer service voice system of the plurality of customer service voice systems comprises a customer service representative voice communication means associated with a unique customer service representative.

23. A system for selectively connecting a customer voice communication means to a customer service voice system from a plurality of customer service voice systems and for monitoring said selective connection via a voice network and a data network, comprising:

monitor voice communication means for enabling the monitor to communicate, via the voice network, with the customer voice communication means and with the customer service voice system;

requesting means for generating request data representative of a request for connection of the customer voice communication means to at least one customer service voice system of the plurality of customer service voice systems;

first selection means, connected to the requesting means via the data network, for automatically selecting a customer service voice system from the plurality of customer service voice systems when the request data is generated by said requesting means;

first override means, connected to the first selection means via the data network, for changing the customer service voice system selected by the first selection means to another of the plurality of customer service voice systems;

control means, connected to the first override means and to the first selection means via a data network, for determining whether the selected customer service voice system is to be monitored; and

connection means, connected to the control means via the data network, for connecting the customer voice communication means and the customer service voice system via the voice network to establish bi-directional voice communication therebetween when the third control means determines that the customer service voice system is not to be monitored, and for first connecting the customer service voice system to the monitor voice communication means via the voice network, and subsequently connecting the customer voice communications means to the customer service voice system and the monitor communication means via the voice network to establish three-way voice communication therebetween when the control means determines that the customer service voice system is to be monitored.

24. A method for selecting a customer service voice system from a plurality of customer service voice systems via a data network in response to a request by a customer, comprising the steps of:

(a) automatically selecting a customer service voice system from the plurality of customer service voice systems, wherein each customer service voice system of the plurality of customer service voice systems is associated with a unique customer service center having a location, a call volume and an overall performance rating;

(b) selectively changing the customer service voice system selected at the automatic selection step to another of the plurality of customer service voice systems; and

(c) storing, in a customer service voice system selection database, a set of customer service voice system selection criteria, such that a customer service voice system from the plurality of customer service voice systems is automatically selected at said step (a) in accordance with the set of customer voice system selection criteria, wherein said customer service voice system selection criteria is at least one of the location of a customer service center relative to the location of the requesting customer, the call volume to each customer service center, and the overall performance rating of each customer service center.

25. The method of claim 24, further comprising the step of:

(d) selectively changing the set of customer service voice system selection criteria.

26. The method of claim 24, wherein each of the plurality of customer service voice systems, including said selected customer service voice system, further comprises at least one customer service representative voice communication device associated with a unique customer service representative having a status representative of availability, an area of expertise, and a performance rating.

27. The method of claim 26, further comprising the steps of:

(e) automatically selecting a customer service representative voice communication device from said at least one customer service representative voice communication device; and

(f) selectively changing the customer service representative voice communication device selected at said step (e) to another of said at least one customer service representative voice communication device.

28. The method of claim 27, wherein said step (e) further comprises the step of:

(g) storing, in a customer service representative selection database, a set of customer service representative selection criteria such that a customer service representative voice communication device from said at least one customer service representative voice communication device is selected, at said step (e), in accordance with the set of customer service representative selection criteria.

29. The method of claim 28, further comprising the step of

(h) selectively changing the set of customer service representative selection criteria.

30. The method of claim 28, wherein said customer service representative selection criteria comprises at least one of a customer service representative'"'"'s availability, a customer service representative'"'"'s area of expertise, and a customer service representative'"'"'s performance rating.

31. The method of claim 28, further comprising the step of:

(i) storing, in a customer preference database, a set of customer preferences pertaining to the selection of a customer service representative voice communication device from said at least one customer service representative voice communication devices.

32. The method of claim 31, further comprising the steps of:

(j) displaying the set of customer preferences to a customer;

(k) detecting at least one customer preference selected from the set of customer preferences; and

(l) integrating the at least one customer-selected preference into said set of customer service representative selection criteria.

33. The method of claim 31, wherein the set of customer preferences comprises at least one of a particular language, a particular type of information, and a particular customer service representative.

35. The method of claim 24, wherein the customer service voice system comprises a customer service representative voice communication device, said customer service representative voice communication device being associated with a unique customer service representative.

34. A method of monitoring, via a voice network and a data network, a call from a customer voice communication device to a customer service voice system by a monitor using a monitor voice communication device, comprising the steps of:

(a) determining whether the customer service voice system is to be monitored;

(b) connecting the customer voice communication device and the customer service voice system via the voice network to establish bi-directional voice communication therebetween when it is determined, at said step (a), that the customer service voice system is not to be monitored; and

(c) first connecting the customer voice communication device to the monitor voice communication device via the voice network, and subsequently connecting the customer and the monitor voice communication devices to the customer service voice system via the voice network when it is determined, at said step (a), that the customer service voice system is to be monitored.

36. The method of claim 34, further comprising the step of:

(d) recording the voice communication between the customer voice communication device and the customer service voice system when it is determined, at the step (a), that the customer service system is not to be monitored.

37. The method of claim 34, wherein the step (a) further comprises the step (q) of determining whether a monitor is available to monitor said customer service voice system, such that when it is determined, at the step (e), that the monitor is not available, said customer service voice system is not to be monitored.

38. The method of claim 34, wherein the step (a) further comprises the step (f) of manually selecting whether said customer service voice system is to be monitored.

39. A method for monitoring a communication signal representative of communication between a customer communication device and a customer service communication device, by a monitor using a monitor communication device, via at least one of a data network and a voice network, comprising the steps of:

(a) determining whether the customer service communication device is to be monitored;

(b) connecting the customer communication device and the customer service communication device via at least one of the data network and the voice network to establish bi-directional communication therebetween when it is determined, at said step (a), that the customer service communication device is not to be monitored; and

(c) first connecting the customer service communication device to the monitor communication device via at least one of the data network and the voice network to enable the monitor to monitor communication to and from the customer service communication device, and subsequently connecting the customer service communication device to the customer communication device via at least one of the data network and the voice networkto establish bi-directional communication therebetween when it is determined, at said step (a), that the customer service communication device is to be monitored.

40. The method of claim 39, wherein said communication signal is representative of data communication.

41. The method of claim 39, wherein said communication signal is representative of both voice and data communication.

42. A method of selective connection of a customer voice communication device to a customer service voice system from a plurality of customer service systems, via a voice network and a data network comprising the steps of:

(a) generating request data representative of a request for connection of the customer voice communication device to a customer service voice system of the plurality of customer service voice systems;

(b) automatically selecting a customer service voice system from the plurality of customer service voice systems when the request data is generated at said step (a);

(c) storing in a customer service voice system selection database, a set of customer service voice system selection criteria, such that a customer service voice system from the plurality of customer service voice systems is automatically selected at said step (b) in accordance with the set of customer service voice system selection criteria, wherein each customer service voice system of the plurality of customer service voice systems is associated with a unique customer service center having a location, a call volume and an overall performance rating, and wherein said customer service voice system selection criteria is at least one of the location of a customer service center relative to the location of the requesting customer, the call volume to each customer service center, and the overall performance rating of each customer service center;

(d) selectively overriding the selected customer service voice system by changing the customer service voice system selected at said step (b) to another of the plurality of customer service voice systems; and

(e) connecting the customer voice communication device and the selected customer service voice system via the voice network to establish bi-directional voice communication therebetween.

43. The method of claim 42, wherein each customer service voice system of the plurality of customer service voice systems comprises a customer service representative voice communication device associated with a unique customer service representative.

44. A method of selectively connecting a customer voice communication device to a customer service voice system from a plurality of customer service voice systems, and of monitoring said selective connection by a monitor using a monitor voice communication device, via a voice network and a data network, comprising the steps of:

(a) generating request data representative of a request for connection of the customer voice communication device to at least one customer service voice system of the plurality of customer service voice systems;

(b) automatically selecting a customer service voice system from the plurality of customer service voice systems when the request data is generated;

(c) selectively overridng the selected customer service voice system by changing the customer service voice system selected at said step (b) to another of the plurality of customer service voice systems;

(d) determining whether the selected customer service voice system is to be monitored; and

(e) connecting the customer voice communication device and the customer service voice system via the voice network to establish bi-directional voice communication therebetween when it is determined at said step (d) that the customer service voice system is not to be monitored, and for first connecting the customer service voice system to the monitor voice communication device via the voice network, and subsequently connecting the customer voice communications device to the customer service voice system and the monitor communication device via the voice network to establish three-way voice communication therebetween when it is determined at said step (d) that the customer service voice system is to be monitored.