System and method for providing personalized and customized services for call center customers waiting in queue

• US 6,819,759 B1
• Filed: 07/01/1999
• Issued: 11/16/2004
• Est. Priority Date: 07/01/1999
• Status: Expired due to Term

• Current Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Khuc, Minh Duy, Coppage, Carl Milton
• Primary Examiner(s): Bui, Bing Q.
• Application Number:
  US09/346,757
• Time in Patent Office: 1,965 Days
• Field of Search: 379/67.1, 379/68, 379/70, 379/71, 379/72, 379/76, 379/88.06, 379/88.16, 379/88.17, 379/88.18, 379/88.19, 379/88.21, 379/93.12, 379/93.13, 379/142.1, 379/207.03, 379/207.13, 379/207.14, 379/207.15, 379/210.01, 379/265.02, 379/266.01, 379/266.02, 379/309
• US Class Current: 379/309
• CPC Class Codes: H04M 3/42017 Customized ring-back tones
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/4878 Advertisement messages
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

For call center calls in queue, a queue system controls the provision of service information based on caller data. Service information such as advertising messages, audio entertainment, and interactive applications based on caller data creates a personalized and customized service for the customer. The queue system receives caller data for the call in the queue. Caller data is data related to the caller such as caller number, called number, and caller entered digits. The queue system then identifies the service information based on the caller data and provides the service information to the call in the queue. The queue system provides numerous advantages such as cost effective advertising, enhanced marketing campaigns targeting specific call center customers, improved customer satisfaction, and reduced rates of call abandonment for calls waiting in the queue.

Claims

1. A method of operating a queue system for handling a call in a queue for a call center, the method comprising:

the queue system receiving caller data for the call in the queue for the call center;

the queue system obtaining a queue length for the queue for the call center;

the queue system selecting an interactive application based on the caller data and the queue length, with the caller data comprising one of a caller account number, a caller personal identification number, a caller zip code, or at least a portion of a caller telephone number;

the queue system providing the interactive application to the call in the queue; and

the queue system transferring the call to the call center when the call exits the queue.

2. The method of claim 1 wherein the interactive application comprises a survey.

3. The method of claim 1 wherein the interactive application comprises an account status.

4. The method of claim 1 wherein the interactive application comprises a game.

5. The method of claim 1 wherein the interactive application comprises an option to prompt the caller for caller provided information.

6. The method of claim 1 wherein the interactive application comprises an option to exit the queue.

7. The method of claim 1 wherein the interactive application comprises an option to transfer to another queue.

8. The method of claim 1 wherein the interactive application comprises an option to change the language.

9. The method of claim 1 wherein the interactive application comprises an option to conference another caller into the call.

10. The method of claim 1 wherein the interactive application comprises an option to leave a recorded message.

11. The method of claim 1 wherein the interactive application comprises an option to leave a phone number for a return call.

12. The method of claim 1 further comprising routing the call with caller data to a call center resource.

13. The method of claim 1 further comprising routing the call with associated data from the interactive application to a call center resource.

14. A software product for handling a call in a queue for a call center comprising:

queue system software operational when executed by a processor to direct the processor to receive caller data for the call in the queue for the call center, obtain a queue length for the queue for the call center, select an interactive application based on the caller data and the queue length, with the caller data comprising one of a caller account number, a caller personal identification number, a caller zip code, or at least a portion of a caller telephone number, provide the interactive application to the call in the queue, and transfer the call to the call center when the call exits the queue; and

a software storage medium operational to store the queue system software.

15. The call center system of claim 14 wherein the interactive application comprises a survey.

16. The call center system of claim 14 wherein the interactive application comprises an account status.

17. The call center system of claim 14 wherein the interactive application comprises a game.

18. The call center system of claim 14 wherein the interactive application comprises an option to prompt the caller for caller provided information.

19. The call center system of claim 14 wherein the interactive application comprises an option to exit the queue.

20. The call center system of claim 14 wherein the interactive application comprises an option to transfer to another queue.

21. The call center system of claim 14 wherein the interactive application comprises an option to change the language of the service information.

22. The call center system of claim 14 wherein the interactive application comprises an option to conference another caller into the call.

23. The call center system of claim 14 wherein the interactive application comprises an option to leave a recorded message.

24. The call center system of claim 14 wherein the interactive application comprises an option to leave a phone number for a return call.

25. The call center system of claim 14 further comprising a call distribution system configured to route the call with caller data to a call center resource.

26. The call center system of claim 14 further comprising a call distribution system configured to route the call with associated data from the interactive application to a call center resource.