System and method for providing personalized and customized services for call center customers waiting in queue
First Claim
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.
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Accused Products
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.
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Citations
26 Claims
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1. A method of operating a queue system for handling a call in a queue for a call center, the method comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A software product for handling a call in a queue for a call center comprising:
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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. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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Specification