Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP
DC CAFCFirst Claim
1. In communications systems comprising a server connected to the Internet-, customer premises equipment in a remote customer premise comprising a customer computer connectable to the Internet and having a customer IP addres, a call center having a plurality of help agent computers connected to the Internet, a method for the customer to obtain help in relation to a WWW page having a URL (universal resource lacator) from the server displayed by the customer computer comprising the steps:
- a) the customer selecting a remote help option from the page;
b) the customer computer automatically preparing a help request form comprising the customer IP address;
c) the system automatically transferring the help request to the call center; and
d) the call center setting up a virtual audio channel on the Internet between one of said help agent computers and the customer computer using IP based voice communications.
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Abstract
This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.
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Citations
16 Claims
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1. In communications systems comprising a server connected to the Internet-, customer premises equipment in a remote customer premise comprising a customer computer connectable to the Internet and having a customer IP addres, a call center having a plurality of help agent computers connected to the Internet, a method for the customer to obtain help in relation to a WWW page having a URL (universal resource lacator) from the server displayed by the customer computer comprising the steps:
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a) the customer selecting a remote help option from the page;
b) the customer computer automatically preparing a help request form comprising the customer IP address;
c) the system automatically transferring the help request to the call center; and
d) the call center setting up a virtual audio channel on the Internet between one of said help agent computers and the customer computer using IP based voice communications. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
providing for the selection between a plurality of contact channels.
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8. A method according to claim 7 wherein the plurality of contact channels include voice over IP and PSTN channels.
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9. An automated call distribution system comprising a server and a call center, the server being for providing network service to a customer terminal, the server comprising one or more pages downloadable to the customer terminal operable to provide a remote help option selectable by a user of the customer terminal, and upon selection of the remote help option, send a help request to the call center identifying a contact channel through which the user of the customer terminal can be reached;
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the call center comprising means operable to receive the help request and to contact the user of the customer terminal using the contact channel identified in the help request. - View Dependent Claims (10, 11, 12)
the server is operable to receive an identification of a web page the user is visiting and to provide this to the call center;
the call center is operable to set up the live agent workstation to the web page the user is visiting.
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13. An inbound call processing system for processing calls from customer premises equipment comprising a telephone with a telephone line, and a network access device connected with a CTI enabled line, the inbound call processing system comprising:
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a multimedia server, a call center;
at least one an agent workstation;
a CTI enabled switch;
a broad band multimedia data network wherein customer network access devices are connectable to the multimedia server are over the broadband data network to run a multimedia application provided by the server, and the customer telephone connections are over the PSTN and a subsequent connection to the broadband data network;
the multimedia application comprising a make call option which when selected initiates a series of steps to set up a call to an ACID system by signaling to the CTI enabled switch to ring the customer'"'"'s telephone line prompting the customer to pick up the handset, and upon sensing that the customer has indeed picked up the set, then dials the call center automatically, where an ACD system distributes the call to an ACD agent workstation. - View Dependent Claims (14, 15, 16)
in each agent workstation, a calling line ID system for identifying a telephone number of an inbound call;
a customer information database queriable on the basis of the telephone number for information related to a customer which is then made available to the agent.
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16. The inbound call processing system of claim 15 further comprising screen pop-up software in the agent work station which presents said customer information.
Specification