System and method for call routing and enabling interaction between callers with calls positioned in a queue
First Claim
1. A system for processing telephone calls from a plurality of customers directed to a call center comprising:
- an automated call distribution device for connecting customers to agents of a call center; and
a voice response device operably connected to the automated call distribution device for obtaining customer information;
wherein the automated call distribution device places a telephone call of a customer in a queue when a plurality of agents of the call center are unavailable, obtains first customer information from the voice response device, matches the first customer information to second customer information associated with an ongoing communication between a second customer and an agent, and instructs the voice response unit to offer the first customer the opportunity to monitor the ongoing communication.
2 Assignments
0 Petitions
Accused Products
Abstract
Systems, methods and apparatus are provided for processing telephone calls from a plurality of customers directed to a call center. In some embodiments, the method includes receiving a telephone call at a call center from a first customer, determining that all agents of the call center are unavailable, placing the telephone call in a queue, obtaining first customer information, and matching the first customer information to second customer information associated with an ongoing communication between a second customer and an agent. The first customer is then offered an opportunity to monitor the ongoing communication, and in some embodiments is connected to the ongoing communication.
27 Citations
58 Claims
-
1. A system for processing telephone calls from a plurality of customers directed to a call center comprising:
-
an automated call distribution device for connecting customers to agents of a call center; and a voice response device operably connected to the automated call distribution device for obtaining customer information; wherein the automated call distribution device places a telephone call of a customer in a queue when a plurality of agents of the call center are unavailable, obtains first customer information from the voice response device, matches the first customer information to second customer information associated with an ongoing communication between a second customer and an agent, and instructs the voice response unit to offer the first customer the opportunity to monitor the ongoing communication. - View Dependent Claims (2)
-
-
3. A method for processing telephone calls from a plurality of customers directed to a call center, comprising:
-
receiving a telephone call at a call center from a first customer; determining that all agents of a plurality of agents of the call center are unavailable; placing the telephone call in a queue; obtaining first customer information; matching the first customer information to second customer information associated with an ongoing communication between a second customer and an agent; and offering the first customer an opportunity to monitor the ongoing communication. - View Dependent Claims (4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
-
-
16. A non-transitory computer readable medium storing instructions configured to direct a processor to:
-
receive a telephone call at a call center from a first customer; determine that all agents of a plurality of agents of the call center are unavailable; place the telephone call in a queue; obtain first customer information; match the first customer information to second customer information associated with an ongoing communication between a second customer and an agent; and offer the first customer an opportunity to monitor the ongoing communication. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
-
-
29. A method comprising:
-
receiving a telephone call at a call center from a first customer; determining that all agents of the call center are unavailable; obtaining information from the first customer including a keyword to associate with the telephone call; placing the telephone call in a queue; determining a conversation in progress between a second customer and an agent, wherein the conversation is associated with the keyword; offering the first customer an opportunity to monitor the conversation of the second customer and the agent; determining that the first customer accepted the offer; and connecting the first customer to monitor the conversation between the second customer and the agent. - View Dependent Claims (30, 31, 32, 33, 34, 35)
-
-
36. A non-transitory computer readable medium storing instructions configured to direct a processor to:
-
receive a telephone call at a call center from a first customer; determine that all agents of the call center are unavailable; obtain information from the first customer including a keyword to associate with the telephone call; place the telephone call in a queue; determine a conversation in progress between a second customer and an agent, wherein the conversation is associated with the keyword; offer the first customer an opportunity to monitor the conversation of the second customer and the agent; determine that the first customer accepted the offer; and connect the first customer to monitor the conversation between the second customer and the agent. - View Dependent Claims (37, 38, 39, 40, 41, 42)
-
-
43. An apparatus, comprising:
-
a processor; and a data storage device operably connected to the processor, wherein the data storage device stores instructions configured to direct the processor to; receive a telephone call at a call center from a first customer; determine that all agents of the call center are unavailable; obtain information from the first customer including a keyword to associate with the telephone call; place the telephone call in a queue; determine a conversation in progress between a second customer and an agent, wherein the conversation is associated with the keyword; offer the first customer an opportunity to monitor the conversation of the second customer and the agent; determine that the first customer accepted the offer; and connect the first customer to monitor the conversation between the second customer and the agent.
-
-
44. A method comprising:
-
receiving a telephone call at a call center from a first customer; determining that all agents of the call center are unavailable; obtaining information from the first customer including a keyword to associate with the telephone call; placing the telephone call in a queue; determining a chat room that is associated with the keyword; offering the first customer an opportunity to participate in the chat room with other customers; determining that the first customer accepted the offer; and connecting the first customer to the chat room. - View Dependent Claims (45, 46, 47, 48, 49, 50)
-
-
51. A non-transitory computer readable medium storing instructions configured to direct a processor to:
-
receive a telephone call at a call center from a first customer; determine that all agents of the call center are unavailable; obtain information from the first customer including a keyword to associate with the telephone call; place the telephone call in a queue; determine a chat room that is associated with the keyword; offer the first customer an opportunity to participate in the chat room with other customers; determine that the first customer accepted the offer; and connect the first customer to the chat room. - View Dependent Claims (52, 53, 54, 55, 56, 57)
-
-
58. An apparatus, comprising:
-
a processor; and a data storage device operably connected to the processor, wherein the data storage device stores instructions configured to direct the processor to; receive a telephone call at a call center from a first customer; determine that all agents of the call center are unavailable; obtain information from the first customer including a keyword to associate with the telephone call; place the telephone call in a queue; determine a chat room that is associated with the keyword; offer the first customer an opportunity to participate in the chat room with other customers; determine that the first customer accepted the offer; and connect the first customer to the chat room.
-
Specification