Focused retrieval of selected data in a call center environment
First Claim
1. A method comprising:
- establishing a connection with a customer;
enabling searching, via a graphical user interface, for one or more accounts or business agreements based on information received from the customer;
selecting one or more accounts or business agreements from a displayed listing of search results;
enabling searching, via the same graphical user interface, for one or more premises, wherein the one or more premises are not associated with the one or more selected accounts or business agreements;
selecting one or more premises to be associated with the one or more selected accounts or business agreements; and
assigning the one or more premises to the one or more selected accounts or business agreements.
2 Assignments
0 Petitions
Accused Products
Abstract
A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a database for a customer account or a business agreement based on information provided by the customer to the call agent. It further includes searching the database optionally for a premises that is either dependent of the customer account or business agreement or that is independent of the customer account or business agreement. It still further includes determining a contract corresponding to the premises and the customer account or business agreement. It also includes a search process that is completely flexible regarding search criteria and sequence. It finally includes dealing with the customer to resolve an issue related to the contract.
144 Citations
20 Claims
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1. A method comprising:
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establishing a connection with a customer; enabling searching, via a graphical user interface, for one or more accounts or business agreements based on information received from the customer; selecting one or more accounts or business agreements from a displayed listing of search results; enabling searching, via the same graphical user interface, for one or more premises, wherein the one or more premises are not associated with the one or more selected accounts or business agreements; selecting one or more premises to be associated with the one or more selected accounts or business agreements; and assigning the one or more premises to the one or more selected accounts or business agreements. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An article of manufacture including a non-transitory computer- readable medium having instructions stored thereon that, if executed by a computing device, cause the computing device to perform operations comprising:
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establishing a connection with a customer; enabling searching, via a graphical user interface, for one or more accounts or business agreements based on information received from the customer; selecting one or more accounts or business agreements from a displayed listing of search results; enabling searching, via the same graphical user interface, for one or more premises, wherein the one or more premises are not associated with the selected one or more accounts or business agreements; selecting one or more premises to be associated with the one or more selected accounts or business agreements; and assigning the one or more premises to the one or more selected accounts or business agreements. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A method comprising:
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establishing a connection with a customer; searching a database for one or more matches pertaining to an identified customer account or business agreement; displaying the one or more matches obtained from the database as a hit list; selecting at least one of the matches from the hit list and displaying information about the selected at least one match; assigning at least one of the matches from the hit list to the identified customer account or business agreement; modifying the information for the at least one match based on information provided to the call agent by the customer; creating an interaction record as a background process, the interaction record comprising detailed information about the interaction between the customer and the call agent; and creating an activity clip board, the activity clip board including objects that played a relevant role during the interaction between the customer and the call agent, wherein the activity clip board is linked to the interaction record. - View Dependent Claims (18, 19, 20)
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Specification