Method and apparatus for enabling interaction between callers with calls positioned in a queue
First Claim
1. A computer-readable medium storing instructions configured to direct a processor to perform a method, the method comprising:
- arranging for a first caller to participate in a conversation involving a second caller, the second caller having placed a telephone call to a call center; and
arranging for the second caller to receive a benefit.
7 Assignments
0 Petitions
Accused Products
Abstract
The call handling system incorporating the invention is directed at: queuing a call when no agent is available to service the call; giving the caller an option to monitor (but not participate in) other caller conversations with similar queries, or to listen to recorded calls involving similar queries; querying a database using collected initial information as a search key(s) to retrieve a similar call currently being serviced or a recorded call; and connecting the caller to a communication channel to allow the monitoring of a call while not losing place in the queue for a next available agent. In a further embodiment of the invention, the caller is given a further option to enter a “chat room” where callers having like problems can converse until an agent becomes available.
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Citations
29 Claims
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1. A computer-readable medium storing instructions configured to direct a processor to perform a method, the method comprising:
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arranging for a first caller to participate in a conversation involving a second caller, the second caller having placed a telephone call to a call center; and
arranging for the second caller to receive a benefit. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
offering the first caller an option to participate in the conversation with the second caller.
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4. The computer-readable medium of claim 3, in which offering comprises:
offering the first caller an option to not participate in the conversation with the second caller.
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5. The computer-readable medium of claim 1, in which the benefit comprises at least a discount applied to a purchase made by the second caller.
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6. The computer-readable medium of claim 1, in which arranging for the second caller to receive the benefit comprises:
arranging for the second caller to provide payment of a reduced amount in exchange for a service provided by an agent associated with the call center.
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7. The computer-readable medium of claim 1, in which arranging for the second caller to receive the benefit comprises:
arranging for the second caller to receive the benefit before the first caller participates in the conversation.
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8. The computer-readable medium of claim 1, in which the first caller participates in the conversation by listening to the conversation.
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9. The computer-readable medium of claim 1, in which the conversation comprises an in-progress call between the second caller and an agent associated with the call center.
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10. The computer-readable medium of claim 1, in which the conversation comprises a recorded call between the second caller and an agent associated with the call center.
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11. The computer-readable medium of claim 1, in which the conversation comprises a conversation between the first caller and the second caller.
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12. The computer-readable medium of claim 1, in which the conversation comprises a conversation between the second caller and at least one other caller.
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13. The computer-readable medium of claim 1, in which the benefit comprises a payment provided by the first caller.
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14. The computer-readable medium of claim 1, in which the telephone call is in a queue, and
in which the benefit comprises an adjustment to the queue. -
15. A device for processing a telephone call, comprising:
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a processor; and
the computer-readable medium of claim 1, in communication with the processor.
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16. A device for processing a telephone call, comprising:
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means for arranging for a first caller to participate in a conversation involving a second caller, the second caller having placed a telephone call to a call center; and
means for arranging for the second caller to receive a benefit.
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17. A computer-readable medium storing instructions configured to direct a processor to perform a method, the method comprising:
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arranging for a first caller to participate in a conversation involving a second caller, the second caller having placed a telephone call to call center; and
arranging for the first caller to provide a benefit in exchange for participating in the conversation involving the second caller. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
offering the first caller an option to participate in the conversation with the second caller.
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20. The computer-readable medium of claim 17, in which offering comprises:
offering the first caller an option to not participate in the conversation with the second caller.
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21. The computer-readable medium of claim 17, in which arranging for the first caller to provide the benefit comprises:
arranging for the first caller to provide the benefit before the first caller participates in the conversation.
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22. The computer-readable medium of claim 17, in which the first caller participates in the conversation by listening to the conversation.
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23. The computer-readable medium of claim 17, in which the conversation comprises an in-progress call between the second caller and an agent associated with the call center.
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24. The computer-readable medium of claim 17, in which the conversation comprises a recorded call between the second caller and an agent associated with the call center.
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25. The computer-readable medium of claim 17, in which the conversation comprises a conversation between the first caller and the second caller.
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26. The computer-readable medium of claim 17, in which the conversation comprises a conversation between the first caller and at least one other caller.
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27. The computer-readable medium of claim 17, in which arranging for the first caller to provide benefit comprises:
arranging for the first caller to provide payment.
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28. A device for processing a telephone call, comprising:
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a processor; and
the computer-readable medium of claim 17, in communication with the processor.
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29. A device for processing a telephone call, comprising:
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means for arranging for a first caller to participate in a conversation involving a second caller, the second caller having placed a telephone call to a call center; and
means for arranging for the first caller to provide a benefit in exchange for participating in the conversation involving the second caller.
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Specification