Proactive call and contact center system
First Claim
1. An apparatus comprising:
- one or more processors; and
a memory coupled to the processors comprising instructions executable by the processors, the processors operable when executing the instructions to;
monitor a workflow process to detect one or more exceptions that disrupt completion of one or more purchasing transactions between transactional parties;
determine whether the detected exceptions correspond to a first type, a second type or a third type according to characteristics of the detected exceptions;
when the detected exceptions correspond to the first type, automatically resolve the disruption without communicating with the transactional parties;
when the detected exceptions correspond to the second type, cause an outbound communication to be sent to a purchasing one of the transactional parties proactively and independently of whether the purchasing transactional party has reported the disruption, the outbound communication indicating a plurality of selectable proposed solutions to the detected exceptions; and
when the detected exceptions correspond to the third type, establish a real time collaboration session between the transactional parties proactively and independently of whether the transactional parties have reported the disruption.
1 Assignment
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Accused Products
Abstract
A proactive call center which detects problems, resolves the problems, and then contacts the customers before customers initiate calls themselves. In the present invention, the workflow process is monitored to ensure that a transaction is completed without problems. If a problem occurs, a call center agent is notified of the problem. The call center agent can then take immediate steps to research the problem, fix the problem, or otherwise find alternative solutions to help ameliorate the problem. The call center agent then contacts the customer to explain the problem and what steps were taken to address the problem. By proactively taking steps to address problems as they occur rather than in response to customer complaints, businesses can maintain goodwill.
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Citations
24 Claims
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1. An apparatus comprising:
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one or more processors; and a memory coupled to the processors comprising instructions executable by the processors, the processors operable when executing the instructions to; monitor a workflow process to detect one or more exceptions that disrupt completion of one or more purchasing transactions between transactional parties; determine whether the detected exceptions correspond to a first type, a second type or a third type according to characteristics of the detected exceptions; when the detected exceptions correspond to the first type, automatically resolve the disruption without communicating with the transactional parties; when the detected exceptions correspond to the second type, cause an outbound communication to be sent to a purchasing one of the transactional parties proactively and independently of whether the purchasing transactional party has reported the disruption, the outbound communication indicating a plurality of selectable proposed solutions to the detected exceptions; and when the detected exceptions correspond to the third type, establish a real time collaboration session between the transactional parties proactively and independently of whether the transactional parties have reported the disruption. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system comprising:
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means for detecting one or more exceptions that disrupt completion of one or more purchasing transactions between transactional parties; means for automatically determining whether resolution of the detected exceptions requires a query response from one or both the transactional parties; means for triggering establishment of a communication session with one or both of the parties when the resolution requires the query response, the communication session initiated remotely with respect to one or more endpoints corresponding to a purchasing one of the transactional parties and initiated proactively and independently of whether the purchasing transactional party has reported the disruption; and means for resolving the detected exceptions according to the query response received over the communication session. - View Dependent Claims (12, 13, 14, 15, 16)
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17. A method comprising:
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detecting one or more exceptions that disrupt completion of one or more purchasing transactions between transactional parties; determining whether the detected exceptions correspond to a first type, a second different type or a third different type; when the detected exceptions correspond to the first type, automatically resolving the disruption without querying the transactional parties; when the detected exceptions correspond to the second type, causing an outbound querying communication to be sent to a purchasing one of the transactional parties proactively and independently of whether the purchasing transactional party has reported the disruption, the outbound querying communication indicating a plurality of selectable proposed solutions to the detected exceptions; and when the detected exceptions correspond to the third type, establishing a real time collaboration session between the transactional parties proactively and independently of whether the transactional parties have reported the disruption. - View Dependent Claims (18, 19, 20)
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21. A proactive call center system comprising:
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an interface configured to receive an order for delivery of a product placed by a customer on-line; a server configured to execute a workflow process and coupled to the interface, the server that further configured to execute the order for delivering the product to the customer; logic circuitry coupled to the server and configured to monitor the workflow process to detect any problems that disrupt delivery of the order; a communications device coupled to the logic circuitry and configured to send a notification to which notifies a human call center agent responsive to the logic circuitry detecting the problems and proactively and independently of whether the customer has reported the problems, the notification including contact information for the customer; and a call center coupled to the communications device and configured for use by a human call center agent to proactively establish a telephonic interaction with the customer responsive to the notification. - View Dependent Claims (22, 23, 24)
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Specification