Unified call centre system for multiple service providers

• US 8,315,372 B2
• Filed: 06/29/2007
• Issued: 11/20/2012
• Est. Priority Date: 06/30/2006
• Status: Expired due to Fees

• Current Assignee: VOXP PTE. LTD.
• Original Assignee: VOXP PTE. LTD.
• Inventors: Mendiola, Dennis
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US11/772,050
• Publication Number:
  US 20080112558A1
• Time in Patent Office: 1,971 Days
• Field of Search: 379/114.13, 379/114.19, 379/114.2, 379/114.23, 379/114.24, 379/114.26, 705/37, 705/26.1, 705/14.64, 705/39
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/42008 Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5125 with remote located operators

Abstract

In accordance with a first aspect of the invention there is a unified call center system for multiple service providers comprising at least one server; and at least one database in communication with the at least one server. A service provider executes software stored on the at least one server to register an account, the registration process requiring the service provider to enter a predetermined set of information, including at least one identifier for an electronic voice communication device, an additional identifier for an electronic communication device (voice or text) and a personal identifier. After entry of the predetermined set of information, the software generates a unique identifier for the account and communicates the unique identifier and a return destination address for activating the account. The service provider then operates to activate the account by communicating their personal identifier to the return destination address using the electronic communication device. Thereafter, when a caller calls the unified call center system and communicates the unique identifier of the service provider to the unified call center system, the unified call center system operates to establish a call with the service provider by way of one of the at least one electronic voice communication devices and, if able to establish said call, link the caller through to the service provider.

Claims

1. A unified call centre system for multiple service providers comprising:

at least one server;

at least one database in communication with the at least one server,

where, a service provider executes computer-executable instructions stored on the at least one server, which cause the system to register an account, the registration process requiring the service provider to enter a predetermined set of information, including

at least one identifier for an electronic voice communication device,

an additional identifier for an electronic communication device (voice or text) and a personal identifier, and

where, after entry of the predetermined set of information, the computer-executable instructions cause the system to generate a unique identifier for the account and communicates the unique identifier and a return destination address for activating the account,

the service provider then operable to activate the account by storing the predetermined set of information in the at least one database and communicating the personal identifier of the service provider to the return destination address using the electronic communication device such that,

when a caller calls the unified call centre system and communicates the unique identifier of the service provider to the unified call centre system, the unified call centre system

references the predetermined set of information,

verifies one or more time periods during which the service provider is able to take calls, and

operates to establish a call with the service provider by way of one of the at least one electronic voice communication devices and,

if able to establish said call, link the caller through to the service provider,

where the caller being required to make a payment of an appropriate charge set by the service provider on termination of the linked call, and

where, when a method of payment designated by the caller is by mobile phone credit, the unified call centre system includes a credit exchange system to equate a credit or air-time of the caller'"'"'s telecommunication carrier with a credit or air-time of the service provider'"'"'s telecommunication carrier.

2. A unified call centre system as claimed in claim 1, where the unique identifier is equal to, or derived from, the personal identifier.

3. A unified call centre system as claimed in claim 1, where the caller is required to register themselves with the unified call centre system prior to being able to make calls to service providers.

4. A unified call centre system according to claim 3, where registration of the caller requires the caller to identify a method of payment from one of the following:

credit card, mobile phone credit, pre-paid card credit or other electronic payment system, the unified call centre system operable to debit the designated method of payment the amount of the charge on termination of the linked call.

5. A unified call centre system according to claim 3, where the information provided by the caller during the registration process is used to impose access controls on the caller'"'"'s use of the unified call centre system.

6. A unified call centre system according to claim 3, where the caller is able to specify an alias by which they will be known to the service providers during the linked call.

7. A unified call centre system according to claim 1, where the service provider is able to specify an alias by which they will be known to the callers during the linked call.

8. A unified call centre system according to claim 1, where the service provider is able to specify the time periods in which the service provider is able to take calls, the unified call centre system operable to refuse to link a call made by a caller outside of these time periods.

9. A unified call centre system according to claim 1, where the electronic voice communication device is one of the following:

a personal branch exchange;

a mobile phone;

a voice over internet protocol phone;

a fixed line telephone.

10. A unified call centre system according to claim 1, where the service provider lists a series of alternate contact devices and where, if the caller is not able to be linked with the service provider through the electronic voice communication device, the unified call centre system attempts to inform the service provider that a caller is seeking to contact them by sending communication messages to each of the alternate contact devices in rotation.

11. A unified call centre system according to claim 1, where the unified call centre system operates a website and information provided by each service provider and their respective unique identifier are accessible through the website.

12. A unified call centre system according to claim 1, where the service provider is required to verify their identity by communicating their personal identifier to the unified call centre system prior to receiving a linked call from a caller.

13. A unified call centre system according to claim 1, where, on termination of the linked call, the unified call centre system sends a communication message to the caller indicating the cost of the linked call to them.

14. A unified call centre system according to claim 1 where, on termination of the linked call, the unified call centre system sends a communication message to the service provider indicating the revenue generated from the linked call.

15. A unified call centre system according to claim 1, further including a feedback mechanism to allow the service provider to rate callers.

16. A unified call centre system according to claim 1, further including a feedback mechanism to allow callers to rate service providers.

17. A unified call centre system according to claim 15 or claim 16, where the caller or service provider, as appropriate, is able to provide feedback via the feedback mechanism through one of the following:

a website;

after the linked call;

before the caller or service provider'"'"'s next linked call.

18. A unified call centre system according to claim 16, where the unified call centre system operates a website and information provided by each service provider and their respective unique identifier are accessible through the website, and where the feedback on a service provider is also accessible through the website.

19. A unified call centre system according to claim 15 or 16, where, if the service provider or caller'"'"'s feedback is less than a predetermined value, the caller or service provider, as appropriate, may no longer be able to make use of the unified call centre system.

20. A unified call centre system according to claim 1, where, if the caller is not able to be linked to the service provider immediately, the caller is communicated an estimate of the wait time until the service provider will be able to take their call.

21. A unified call centre system according to claim 1, where in equating the credit or air-time of the telecommunication carriers, the exchange system takes into account one or more of the following facts:

currency differences and the impact of foreign currency exchange;

devaluation of the credit or air-time resulting from promotional activities or the various products offered by the telecommunication carriers;

call establishment and call termination fees levied by the respective telecommunication carriers; and

the commission amount set or fee charged by the respective telecommunication carriers to allow for the transfer and receipt of the mobile phone credit, or, the transfer or receipt of the mobile phone credit.

22. A unified call centre system according to claim 1, where the exchange system further allows the service provider to convert the mobile phone credit received as payment for a call to an official country currency.

23. A server for a unified call centre system for multiple service providers,

the server in communication with at least one database,

the server having computer-executable instructions stored thereon that allows a service provider to register an account, the registration process requiring the service provider to enter a predetermined set of information, including

at least one identifier for an electronic voice communication device,

an additional identifier for an electronic communication device (voice or text) and a personal identifier, and

where, after entry of the predetermined set of information, the server, through the computer-executable instructions, generates a unique identifier for the account and communicates the unique identifier and a return destination address for activating the account,

the server thereafter operable to store the predetermined set of information in the at least one database and receive a communication from the service provider at the return destination address including their personal identifier such that,

when a caller calls the server and communicates the unique identifier of the service provider to the unified call centre system, the server

references the predetermined set of information stored in the at least one database,

verifies one or more time periods in which the service provider is able to take calls, and

operates to establish a call with the service provider by way of one of the at least one electronic voice communication devices and,

if able to establish said call, link the caller through to the service provider,

where the server is operable to require a payment by the caller for an appropriate charge set by the service provider on termination of the linked call, and

where, when a method of payment designated by the caller is by mobile phone credit, the server operable through a credit exchange system to equate a credit or air-time of the caller'"'"'s telecommunication carrier with a credit or air-time of the service provider'"'"'s telecommunication carrier.

24. A server for a unified call centre system as claimed in claim 23, where the unique identifier is equal to, or derived from, the personal identifier.

25. A server for a unified call centre system as claimed in claim 23, where the caller is required to register themselves with the server prior to being able to make calls to service providers.

26. A server for a unified call centre system according to claim 25, where the information provided by the caller during the registration process is used by the server to impose access controls on the caller'"'"'s use of the unified call centre system.

27. A server for a unified call centre system according to claim 25, where the caller is able to specify an alias by which they will be known to the service providers during the linked call.

28. A server for a unified call centre system according to claim 23, where the service provider is able to specify an alias by which they will be known to the callers during the linked call.

29. A server for a unified call centre system according to claim 23, where the service provider is able to specify the time periods in which the service provider is able to take calls, the server to refuse to link a call made by a caller outside of these time periods.

30. A server for a unified call centre system according to claim 23 where the service provider lists a series of alternate contact devices and where, if the caller is not able to be linked with the service provider through the electronic voice communication device, the server attempts to inform the service provider that a caller is seeking to contact them by sending communication messages to each of the alternate contact devices in rotation.

31. A server for a unified call centre system according to claim 23, where the server operates a website and information provided by each service provider and their respective unique identifier are accessible through the website.

32. A server for a unified call centre system according to claim 23, where the server is required to receive verification of the identity of the service provider in the form of a communication of their personal identifier prior to receiving a linked call from a caller.

33. A server for a unified call centre system according to claim 23, where, on termination of the linked call, the server sends a communication message to the caller indicating the cost of the linked call to them.

34. A server for a unified call centre system according to claim 23, where, on termination of the linked call, the server sends a communication message to the service provider indicating the revenue generated from the linked call.

35. A server for a unified call centre system according to claim 23 further including a feedback mechanism to allow the service provider to rate callers.

36. A server for a unified call centre system according to claim 23, further including a feedback mechanism to allow callers to rate service providers.

37. A server for a unified call centre system according to claim 23, where, if the service provider or caller'"'"'s feedback is less than a predetermined value, the server may prevent the caller or service provider, as appropriate, from making use of the unified call centre system.

38. A server for a unified call centre system according to claim 23 where, if the server is not able to link the caller to the service provider immediately, the server communicates to the caller an estimate of the wait time until the service provider will be able to take their call.

39. A non-transitory computer readable medium having stored thereon computer-executable instructions, which when executed on a computer system for a unified call center, perform a method comprising:

allowing a service provider to register an account the registration process requiring the service provider to enter a predetermined set of information, including

at least one identifier for an electronic voice communication device,

an additional identifier for an electronic communication device (voice or text) and

a personal identifier, and where,

after entry of the predetermined set of information by the service provider, generating a unique identifier for the account and communicating the unique identifier and a return destination address for activating the account,

activating the service provider'"'"'s account on receipt of a communication from the service provider at the return destination address including their personal identifier and storing the predetermined set of information in the at least one database,

upon receipt of a communication from a caller specifying the unique identifier of a service provider, referencing the stored predetermined set of information,

verifying one or more time periods in which the service provider is able to take calls,

establishing a call with the service provider by way of one of the at least one electronic voice communication devices,

upon establishing said call, linking the caller through to the service provider,

requiring the caller to make a payment of an appropriate charge set by the service provider on termination of the linked call, and

where, when a method of payment designated by the caller is by mobile phone credit, equating, through a credit exchange system, a credit or air-time of the caller'"'"'s telecommunication carrier with a credit or air-time of the service provider'"'"'s telecommunication carrier.

40. A non-transitory computer readable medium according to claim 39, wherein the method further comprises obtaining registration details from a caller prior the caller being able to make calls to service providers.

41. A non-transitory computer readable medium according to claim 40, wherein the method further comprises using the information provided by the caller during the registration process to impose access controls on the caller'"'"'s use of the unified call centre system.

42. A non-transitory computer readable medium according to claim 39, wherein the method further comprises, upon the service provider specifying the time periods in which the service provider is able to take calls, refusing to link a call made by a caller outside of these time periods.

43. A non-transitory computer readable medium according to claim 39, where the method further comprises recording a list of alternate contact devices and where, if the caller is not able to be linked with the service provider through the electronic voice communication device, attempting to inform the service provider that a caller is seeking to contact them by sending communication messages to each of the alternate contact devices in rotation.

44. A non-transitory computer readable medium according claim 39 wherein the method further comprises generating and operating a website having information provided by each service provider and their respective unique identifier accessible therefrom.

45. A non-transitory computer readable medium according to claim 39, wherein the method further comprises requiring the service provider to provide verification of their identity in the form of a communication of their personal identifier prior to receiving a linked call from the caller.

46. A non-transitory computer readable medium according to claim 39, wherein, the method further comprises sending a communication message to the caller indicating the cost of a linked call upon termination of the linked call.

47. A non-transitory computer readable medium according to claim 39, wherein the method further comprises sending a communication message to the service provider indicating the revenue generated from a linked call upon the termination of the linked call.

48. A non-transitory computer readable medium according to claim 39, wherein the method further comprises allowing the service provider to rate callers through a feedback mechanism.

49. A non-transitory computer readable medium according to claim 39, wherein the method further comprises allowing callers to rate service providers through a feedback mechanism.

50. A non-transitory computer readable medium according to claim 48 or 49, wherein the method further comprises, if the feedback is less than a predetermined value, preventing the caller or service provider, as appropriate, from making use of the unified call centre system.

51. A non-transitory computer readable medium according to claim 39 wherein the method further comprises, if the caller is not able to be linked to the service provider immediately, communicating to the caller an estimate of the wait time until the service provider will be able to take their call.