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Automated survey control routine in a call center environment

  • US 6,118,865 A
  • Filed: 08/24/1999
  • Issued: 09/12/2000
  • Est. Priority Date: 02/17/1998
  • Status: Expired due to Term
First Claim
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1. A computer-telephony integration (CTI) software suite executable on a CTI server monitoring a controlling a telephony switch in a call center, comprising:

  • a selection module for selecting callers to be asked to participate from among callers calling into the call center;

    an IVR interrogator module for asking the selected callers if they wish to participate;

    a router for routing calls made by callers to individual ones of agents operating in the call center, and for routing callers who agreed to the survey to a survey point after transaction with an agent.

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