System and method for providing a call back option for callers to a call center
First Claim
1. A system for providing a call back option to a customer of a call center, comprising:
- a telecommunications switch;
an automatic call distributor in communication with the telecommunications switch via first and second communications links;
means for providing the customer with a call back option to call back the call back center during a specified time period in response to a first call from the customer to the call center, wherein the first call is routed to the automatic call distributor by the telecommunications switch over the first communications link; and
means for establishing a second call between the automatic call distributor and the customer during the specified time period over the second communications link based on an acceptance of the call back option by the customer, wherein the second call is initiated by the customer and bypasses one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center.
3 Assignments
0 Petitions
Accused Products
Abstract
A system and method for providing a call back option to a customer of a call center. According to one embodiment, the system includes a telecommunications switch and an automatic call distributor in communication with the telecommunications switch via first and second communications links. The system also includes means for providing the customer with a call back option in response to a first call from the customer, wherein the first call is routed to the automatic call distributor by the telecommunications switch over the first communications link, and means for establishing a second call between the automatic call distributor and the customer over the second communications link when the customer accepts the call back option.
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Citations
22 Claims
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1. A system for providing a call back option to a customer of a call center, comprising:
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a telecommunications switch;
an automatic call distributor in communication with the telecommunications switch via first and second communications links;
means for providing the customer with a call back option to call back the call back center during a specified time period in response to a first call from the customer to the call center, wherein the first call is routed to the automatic call distributor by the telecommunications switch over the first communications link; and
means for establishing a second call between the automatic call distributor and the customer during the specified time period over the second communications link based on an acceptance of the call back option by the customer, wherein the second call is initiated by the customer and bypasses one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for providing a call back option to a customer of a call center, comprising:
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a telecommunications switch;
an automatic call distributor in communication with the telecommunications switch via first and second communications links; and
a call back service platform in communication with the automatic call distributor;
wherein the telecommunications switch is for routing a first call to the call center from the customer to the automatic call distributor via the first communications link; and
wherein the call back service platform is for;
providing the customer with a call back option to call back the call back center during a specified time period in response to the first call from the customer; and
establishing a second call between the automatic call distributor and the customer during the specified time period over the second communications link based on an acceptance of the call back option by the customer, wherein the second call is initiated by the customer and bypasses one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center.
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13. A call center, comprising:
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an automatic call distributor; and
a call back service platform in communication with the automatic call distributor, wherein the call back service platform is for;
providing a customer with a call back option to call back the call back center during a specified time period, wherein the call back option is provided in response to a first call from the customer to the automatic call distributor over a first communications link; and
for establishing a second call between the customer and the automatic call distributor over a second communications link based on an acceptance of the call back option by the customer, wherein the second call is initiated by the customer and bypasses one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center. - View Dependent Claims (14)
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15. A system for providing a call back option to a customer of a call center, comprising:
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a telecommunications switch for detecting a first call from the customer to the call center;
a service control point in communication with the telecommunications switch for determining whether, in response to detection of the first call by the telecommunications switch, the call center is busy; and
an intelligent peripheral in communication with the telecommunications switch for receiving the first call when it is determined by the service control point that the call center is busy and, in response thereto, for providing the customer with a call back option to call back the call back center during a specified time period and for determining an acceptance of the call back option by the customer;
wherein the telecommunications switch is for routing the first call to the call center over a first communications link when it is determined by the service control point that the call center is not busy, and wherein the service control point is for establishing a second call between the customer and the call center during the specified time over a second communications link between the telecommunications switch and the call center based on the determination of the acceptance of the call back option by the customer, wherein the second call is initiated by the customer and bypasses one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center. - View Dependent Claims (16, 17)
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18. A method for providing a call back option to a customer of a call center, comprising:
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routing a first call from the customer to the call center over a first communications link;
providing the customer with a customer call back option to call back the call back center during a specified time period in response to the first call from the customer to the call center;
establishing a second customer-initiated call between the call center and the customer during the specified time over a second communications link based on an acceptance of the customer call back option by the customer; and
bypassing one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center. - View Dependent Claims (19, 20, 21, 22)
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Specification