System and method for improved contact center services to disabled callers

• US 7,940,913 B2
• Filed: 05/11/2005
• Issued: 05/10/2011
• Est. Priority Date: 05/11/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Lee, Johnny, Jabbour, Fadi R., Lee, David C., Patel, Labhesh
• Primary Examiner(s): Kuntz; Curtis
• Assistant Examiner(s): Laekemariam; Yosef K
• Application Number:
  US11/126,700
• Publication Number:
  US 20060256950A1
• Time in Patent Office: 2,190 Days
• Field of Search: 379/88.18, 379/121.04, 379/142.05, 379/265.02, 379/88.02, 379/52, 379/126, 379/266.01
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/2066 Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve information listed in the certificate. The certificate information includes a type of disability of the caller. Following authentication, the system provides a service response appropriate for the type of disability of the caller. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Claims

1. A computer-automated method of servicing an incoming call from a caller at a call center, the caller having a type of disability that inhibits a normal mode of communication, the type of disability excluding hearing-impaired disabilities, the method comprising:

prompting, by an interactive voice response (IVR) script or an automatic call distributor (ACD) of the call center, the caller for a password associated with an electronic certificate that authenticates the type of disability of the caller;

accessing a database that contains the electronic certificate;

authenticating the password;

retrieving information listed in the electronic certificate, which includes the type of disability of the caller;

providing a non-subscription-based service response that facilitates communication between the caller and the call center in a manner consistent with the type of disability of the caller.

2. The method of claim 1 wherein the non-subscription-based service response includes providing certain IVR script specifically tailored for the type of disability of the caller.

3. The method of claim 1 wherein the non-subscription-based service response comprises transferring the caller to an agent experienced in handling calls from persons having the type of disability of the caller.

4. The method of claim 1 wherein the non-subscription-based service response includes providing preferential treatment to the caller.

5. A computer-automated method of servicing an incoming call from a caller to a call center, the caller having a type of disability that inhibits a normal mode of communication, the type of disability excluding hearing-impaired and speech-impaired disabilities, the method comprising:

providing, by an interactive voice response (IVR) script or an automatic call distributor (ACD) of the call center, the caller with a menu that includes an option for requesting a non-subscription-based service response that facilitates communication between the caller and the call center in a manner consistent with the type of disability of the caller;

certifying the type of disability of the caller in response to selection of the option by the caller;

providing the non-subscription-based service response to the caller.

6. The method of claim 5 wherein the non-subscription-based service response comprises invoking a special IVR script appropriate to the type of disability of the caller.

7. The method of claim 5 wherein the non-subscription-based service response comprises placing the caller at a front position in an ACD wait queue.

8. The method of claim 5 wherein the non-subscription-based service response comprises transferring the caller to an agent experienced in handling calls from persons with the type of disability of the caller.

9. The method of claim 5 wherein certifying the type of disability of the caller comprises automatically receiving from a communication device of the caller an electronic certificate that authenticates the type of disability.

10. The method of claim 5 wherein certifying the type of disability of the caller comprises accessing a database containing an electronic certificate that authenticates the type of disability of the caller.

11. A system for servicing an incoming call from a caller to a call center, the caller having a type of disability that inhibits a normal mode of communication, the type of disability excluding hearing-impaired and speech-impaired disabilities, the system comprising:

an automatic call distributor (ACD) to receive the incoming call and to provide the caller with an menu option for requesting a non-subscription-based service response that facilitates communication between the caller and the call center in a manner consistent with the type of disability of the caller; and

a database that stores an electronic certificate authenticating the type of disability of the caller,

wherein the ACD is operable to access the database in response to selection Of the menu option by the caller and to retrieve the certificate, the ACD being further operable to provide the non-subscription-based service response to the caller.

12. The system of claim 11 wherein the non-subscription-based service response of the ACD includes transfer of the caller to an agent having experience with the type of disability of the caller.

13. The system of claim 11 wherein the ACD includes an interactive voice response (IVR) system that provides the menu option.

14. A system for servicing an incoming call from a communication device of a caller to a call center, the caller having a type of disability that inhibits a normal mode of communication, the type of disability excluding hearing-impaired and speech-impaired disabilities, the system comprising:

an automatic call distributor (ACD) to receive the incoming call, the ACD being operable to automatically receive an electronic certificate from the communication device, the certificate authenticating the type of disability of the caller; and

an interactive voice response (IVR) system associated with the ACD, the IVR having a special script that facilitates communication between the caller and the call center in a manner consistent with the type of disability of the caller, the special script being invoked automatically following receipt of the certificate by the ACD.

15. The system of claim 14 wherein the certificate is automatically transmitted to the ACD from the communication device when the incoming call is received by the ACD.