Client survey systems and methods using caller identification information
First Claim
1. A system, comprising:
- an automatic call distribution system adapted to communicate over a network, wherein the automatic call distribution system comprises a first software control module and a first caller identification device for capturing caller identification information associated with an incoming call, and wherein the automatic call distribution system is configured to route the incoming call and the caller identification information received from the network;
a call agent station in communication with the automatic call distribution system, wherein the call agent station is configured to receive incoming calls and caller identification information routed from the automatic call distribution system, and wherein the call agent station is operated by a call agent that is identified by predetermined call agent identification information; and
an interactive voice response system in communication with the automatic call distribution system, the interactive voice response system configured to administer a survey to a caller associated with the caller identification information,wherein, in response to receiving the incoming call at the automatic call distribution system, a transaction is completed between the caller and the call agent, upon completion of the transaction the call agent asks the caller to take part in the survey and seeks permission of the caller to use the caller'"'"'s caller identification information in the survey; and
, upon obtaining consent from the caller, the call is routed by the automatic call distribution system from the call agent to the interactive voice response system to initiate the survey.
1 Assignment
0 Petitions
Accused Products
Abstract
An automatic call distribution system includes a first software control module and a caller identification device for capturing caller identification information associated with an incoming call, a call agent station in communication with the automatic call distribution system, and an interactive voice response system in communication with the automatic call distribution system. The interactive voice response system administers a survey to a caller associated with the caller identification information. In response to receiving the incoming call, a transaction is completed between the caller and a call agent. Upon completion of the transaction, the call agent asks the caller to take part in the survey and seeks permission of the caller to use the caller'"'"'s caller identification information in the survey. Upon obtaining consent from the caller, the call is routed by the automatic call distribution system from the call agent to the interactive voice response system to initiate the survey.
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Citations
17 Claims
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1. A system, comprising:
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an automatic call distribution system adapted to communicate over a network, wherein the automatic call distribution system comprises a first software control module and a first caller identification device for capturing caller identification information associated with an incoming call, and wherein the automatic call distribution system is configured to route the incoming call and the caller identification information received from the network; a call agent station in communication with the automatic call distribution system, wherein the call agent station is configured to receive incoming calls and caller identification information routed from the automatic call distribution system, and wherein the call agent station is operated by a call agent that is identified by predetermined call agent identification information; and an interactive voice response system in communication with the automatic call distribution system, the interactive voice response system configured to administer a survey to a caller associated with the caller identification information, wherein, in response to receiving the incoming call at the automatic call distribution system, a transaction is completed between the caller and the call agent, upon completion of the transaction the call agent asks the caller to take part in the survey and seeks permission of the caller to use the caller'"'"'s caller identification information in the survey; and
, upon obtaining consent from the caller, the call is routed by the automatic call distribution system from the call agent to the interactive voice response system to initiate the survey. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system, comprising:
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an automatic call distribution system adapted to communicate over a first network and a second network, wherein the automatic call distribution system comprises a first software control module and a caller identification device for capturing caller identification information associated with an incoming message and an incoming call, the incoming call representing a first call from a caller, and wherein the automatic call distribution system is configured to route the incoming message received from the first network and is configured to route the incoming call received from the second network; a server in communication with the automatic call distribution system, wherein the server is adapted for receiving the incoming message from the first network; a call agent station in communication with the automatic call distribution system, wherein the call agent station is configured to receive the incoming message, the incoming call, and the caller identification information associated with the incoming message and the incoming call are routed from the automatic call distribution system, and wherein the call agent station is operated by a call agent that is identified by predetermined call agent identification information; and an interactive voice response system in communication with the automatic call distribution system, the interactive voice response system configured to administer a survey to the caller associated with the caller identification information, wherein, in response to receiving the incoming call at the automatic call distribution system, a transaction is completed between the caller and the call agent, upon completion of the transaction the call agent asks the caller to take part in the survey and seeks permission of the caller to use the caller'"'"'s caller identification information in the survey; and
, upon obtaining consent from the caller, the first call is routed by the automatic call distribution system from the call agent to the interactive voice response system to initiate the survey, anda supervisor station receiving a result of the survey and the caller identification of the caller in real time; wherein the survey is associated with the caller identification information and the call agent identification information of the call agent that conducted the transaction through the first and second networks. - View Dependent Claims (9, 10, 11)
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12. A method of conducting a survey with a client, comprising:
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receiving a first call at a call center from the client using a communication device; capturing caller identification information associated with the communication device; at the call center, routing the first call and the caller identification information to a call agent identified by call agent identification information; associating the caller identification information with the call agent identification information; completing a transaction between the client and the call agent; asking the caller to take part in the survey upon completion of the transaction and seeking permission of the client to use the client'"'"'s caller identification information in the survey; and upon obtaining consent from the client, routing the first call from the call agent to an interactive voice response system to initiate the survey; wherein, in response to terminating the first call prior to completion of the survey, a menu option is provided to the caller when a second call is initiated by the caller to the call center, the menu option prompting the caller to return to the survey associated with the call that was terminated, wherein the caller is identified with the survey via the caller identification information. - View Dependent Claims (13, 14, 15, 16, 17)
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Specification