Secure customer service proxy portal
First Claim
1. A communications portal system for one or more contact centers each having an associated user interface configured as an interactive voice response (IVR) system that provides service functionalities, comprising:
- a network gateway configured to logically connect to a user device and the one or more contact centers, wherein the network gateway includes a first network signaling interface for communicating over a first type of telecommunication network and a second network signaling interface for communicating over a second type of telecommunication network;
a reverse automation gateway configured to logically connect to the network gateway, a first contact center with an associated first user interface, and a second contact center with an associated second user interface, wherein the reverse automation gateway stores a first emulator program for interacting with the first contact center and a second emulator program for interacting with the second contact center, and wherein the reverse automation gateway is configured to execute the first emulator program based on an input associated with the user device to generate an output for interacting with the first contact center using the first user interface; and
a user interface aggregation matrix configured to operate at the user device to transform an input from the user device to a unified input that can be used by the first emulator program and second emulator program.
10 Assignments
0 Petitions
Accused Products
Abstract
A portal system for secure, aggregated and centralized management and access of disparate customer service and social networking environments is disclosed. A user interface provides multiple, parameter-based automated service scripts, each configured to utilize customer information. The scripts link to vendor-specific, scenario-specific, and social networking-specific interfaces that have common user interface elements. Shared and dedicated reverse automation gateways are configured to emulate the step-by-step self-service aspects of web sites and interactive voice response systems. The portal system eliminates or reduces inbound toll-free telephone charges for vendor contact centers and additionally links the same to social networking systems.
46 Citations
24 Claims
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1. A communications portal system for one or more contact centers each having an associated user interface configured as an interactive voice response (IVR) system that provides service functionalities, comprising:
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a network gateway configured to logically connect to a user device and the one or more contact centers, wherein the network gateway includes a first network signaling interface for communicating over a first type of telecommunication network and a second network signaling interface for communicating over a second type of telecommunication network; a reverse automation gateway configured to logically connect to the network gateway, a first contact center with an associated first user interface, and a second contact center with an associated second user interface, wherein the reverse automation gateway stores a first emulator program for interacting with the first contact center and a second emulator program for interacting with the second contact center, and wherein the reverse automation gateway is configured to execute the first emulator program based on an input associated with the user device to generate an output for interacting with the first contact center using the first user interface; and a user interface aggregation matrix configured to operate at the user device to transform an input from the user device to a unified input that can be used by the first emulator program and second emulator program. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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Specification