Method of delivering enterprise data through a call center

• US 7,369,653 B2
• Filed: 11/05/2001
• Issued: 05/06/2008
• Est. Priority Date: 11/05/2001
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronic Commerce Corporation (Rockwell International Corporation)
• Inventors: Shambaugh, Craig R., Peters, Michael, Dezonno, Anthony, Saleh, Nayel, James, Eric, Funck, David, Hodson, Jeffrey, Power, Mark J., Bloom, Joseph, Mosquera, Dave
• Primary Examiner(s): Addy; Thjuan K.
• Application Number:
  US10/011,578
• Publication Number:
  US 20030086553A1
• Time in Patent Office: 2,374 Days
• Field of Search: 379/265.02, 379/265.01, 379/269, 379/265.09, 379/215.01, 379/201.02, 379/265.1, 379/266.06, 379/266.01, 455/456.2, 705/26
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client based upon call associated information received through a call connection between the client and the call center, presenting the client with a plurality of options based upon the identity of the client and presenting the client with enterprise information based upon a selected option of the plurality of options.

Claims

1. A method of providing enterprise information to a client through a call center of the enterprise, such method comprising:

providing a single channel call connection for establishing a communication session during inbound calls between the client and an agent of the call center;

detecting an identity of the client and a relationship of the client to the call center based upon call associated information received through the call connection between the client and the call center;

presenting the client with a plurality of options through the single channel call connection without participation of the agent wherein presentation of the options is determined by the identity of the client and by the relationship of the client with the call center; and

presenting the client without participation of the agent with enterprise information not available to the general public through the call connection based upon a selected option of the plurality of options and based upon the relationship of the client and a prior history of interaction with the call center and limited to the enterprise information not available to the general public which is unique to the client and appropriate to the client'"'"'s position within the enterprise.

2. The method of providing enterprise information as in claim 1 further comprising presenting the client with queuing information regarding an estimated time to assign an enterprise agent to the call connection.

3. The method of providing enterprise information as in claim 1 wherein the presented menu of options further comprises status of a pre-established client account.

4. The method of providing enterprise information as in claim 1 wherein the presented menu of options further comprises an estimated delivery date of a previously ordered enterprise product.

5. The method of providing enterprise information as in claim 1 further comprising accessing the call associated data to recognize the call as being from an organizational client and upon recognizing the organizational client, directing the caller to enter a PIN.

6. The method of providing enterprise information as in claim 1 wherein the presented menu of options further comprises instructions for leaving a message for an enterprise agent.

7. The method of providing enterprise information as in claim 1 wherein the presented menu of options further comprises status of the call center.

8. The method of providing enterprise information as in claim 7 wherein the presented menu of options further comprises average speed of answer of a call group.

9. The method of providing enterprise information as in claim 1 wherein the presented menu of options further comprises signed-on agents of a call group.

10. The method of providing enterprise information as in claim 1 wherein the presented menu of options further comprises average calls handled per time period for a call type.

11. The method of providing enterprise information as in claim 1 wherein the call associated information and recent buying history are used to initiate downloading of targeted advertising.

12. The method of providing enterprise information as in claim 1 wherein the call associated information further comprises an IP address which is used to detect the identity of the client and the relationship of the client to the call center and thereby determine presentation of the options.

13. The method of providing enterprise information as in claim 1 wherein the call associated information further comprises a personal identification number and wherein the method comprises presenting an interactive window to provide for entry of the personal identification number.

14. The method of providing enterprise information as in claim 1 further comprising converting the presented information into an audio presentation.

15. The method of providing enterprise information as in claim 1 further comprising converting the presented information into a screen display.

16. The method of providing enterprise information as in claim 1 further comprising formatting the information for delivery through an Internet connection.

17. The method of providing enterprise information as in claim 1 wherein the Internet connection further comprises a wireless interface.

18. An apparatus for providing enterprise information to a client through a call center of the enterprise, such apparatus comprising:

means for providing a single channel call connection for establishing a communication session during inbound calls between the client and an agent of the call center;

means for detecting an identity of the client and a relationship of the client to the call center based upon call associated information received through a call connection between the client and the call center;

means for presenting the client with a plurality of options through the single channel call connection without participation of the agent wherein presentation of the options is determined by the identity of the client and by the relationship of the client with the call center; and

means for presenting the client without participation of the agent with enterprise information not available to the general public through the call connection based upon a selected option of the plurality of options and based upon the relationship of the client and a prior history of interaction of the client with the call center and limited to non-public enterprise information unique to the client and appropriate to the client'"'"'s position within the enterprise.

19. The apparatus for providing enterprise information as in claim 18 further comprising means for presenting the client with queuing information regarding an estimated time to assign an enterprise agent to the call connection.

20. The apparatus for providing enterprise information as in claim 18 wherein the presented menu of options further comprises status of a pre-established client account.

21. The apparatus for providing enterprise information as in claim 18 wherein the presented menu of options further comprises an estimated delivery date of a previously ordered enterprise product.

22. The apparatus for providing enterprise information as in claim 18 wherein the presented menu of options further comprises estimated delivery time of an enterprise product.

23. The apparatus for providing enterprise information as in claim 18 wherein the presented menu of options further comprises instructions for leaving a message for an enterprise agent.

24. The apparatus for providing enterprise information as in claim 18 wherein the presented menu of options further comprises status of the call center.

25. The apparatus for providing enterprise information as in claim 18 wherein the presented menu of options further comprises average speed of answer of a call group.

26. The apparatus for providing enterprise information as in claim 18 wherein the presented menu of options further comprises signed-on agents of a call group.

27. The apparatus for providing enterprise information as in claim 18 wherein the presented menu of options further comprises average calls handled per time period for a call type.

28. The apparatus for providing enterprise information as in claim 18 wherein the call associated information further comprises automatic number identification.

29. The apparatus for providing enterprise information as in claim 18 wherein the call associated information further comprises an IP address which is used to detect the identity of the client and the relationship of the client to the call center and thereby determine presentation of the options.

30. The apparatus for providing enterprise information as in claim 18 wherein the call associated information further comprises a personal identification number.

31. The apparatus for providing enterprise information as in claim 18 further comprising means for converting the presented information into an audio presentation.

32. The apparatus for providing enterprise information as in claim 18 further comprising means for converting the presented information into a screen display.

33. The apparatus for providing enterprise information as in claim 18 further comprising means for formatting the information for delivery though an Internet connection.

34. The apparatus for providing enterprise information as in claim 18 wherein the Internet connection further comprises a wireless interface.

35. An apparatus for providing enterprise information to a client through a call center of the enterprise, such apparatus comprising:

a single channel call connection for establishing a communication session during inbound calls between the client and an agent of the call center;

a call analyzer adapted to detect an identity of the client and a relationship of the client to the call center based upon call associated information received through the call connection between the client and the call center;

a predetermined menu adapted to present the client with a plurality of options through the single channel call connection without participation of the agent wherein presentation of the options is determined by the identity of the client and by the relationship of the client with the call center and a prior history of interaction of the client with the call center; and

a communication controller adapted to present the client without participation by the agent with enterprise information not available to the general public through the call connection based upon a selected option of the plurality of options and limited to the non-public enterprise information which is unique to the client and appropriate to the client'"'"'s position within the enterprise.

36. The apparatus for providing enterprise information as in claim 35 further comprising means for presenting the client with queuing information regarding an estimated time to assign an enterprise agent to the call connection.