Routing and queuing information for video conferencing in banking centers

• US 8,804,942 B2
• Filed: 07/30/2010
• Issued: 08/12/2014
• Est. Priority Date: 04/27/2010
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Benefield, Stefani R., Grimsley, James R., Hill, Rosemary, Shitut, Varsha, Stewart, Sheryl L.
• Primary Examiner(s): ZENATI, AMAL S
• Application Number:
  US12/847,418
• Publication Number:
  US 20110261947A1
• Time in Patent Office: 1,474 Days
• Field of Search: 379/265.09, 379/265.12, 379/265.01, 379/265.11, 379/266
• US Class Current: 379/265.12
• CPC Class Codes: H04L 12/1827 Network arrangements for conference optimisation or adaptation
• CPC Class Codes: H04N 7/147 Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals selecting H04Q

Abstract

Embodiments of the present invention provide apparatuses and methods for providing improved customer service and sales experiences through collaborative face-to-face interaction between a customer and an expert in another location. Some embodiments of the invention comprise apparatuses and methods for video collaboration between an associate of the business located on-site at the point of inquiry, the customer who requires customer service, and an expert located off-site, typically at a call center. Other embodiments of the invention comprise apparatuses and methods for queuing video collaboration and non-video collaboration calls within a call center. The embodiments of the invention relate to apparatuses and methods that can be used for any business that has on-site point of inquiry centers, but the apparatuses and methods are particularly useful for banking customers who enter banking centers to interact on a face-to-face basis with an expert in the area of the customer'"'"'s needs.

Claims

1. A system for routing and queuing calls comprising:

a memory device;

a communication device;

a processing device operatively coupled to the communication device and the memory device; and

computer readable program code stored on said memory device, wherein said computer readable program code includes instructions that when performed by said processing device causes said processing device to;

receive an incoming call from a customer interface located at a banking center wherein the incoming call is initiated by an associate for the benefit of a customer based on a customer inquiry;

determine a type of call for the incoming call, wherein the type of call is one of at least two types of calls comprising a video call or a non-video call, and wherein the determining the type of call for the incoming call comprises;

determining a video type of call, when the incoming call includes video capabilities; and

determining a non-video type of call, when the incoming call does not include video capabilities;

determine a type of customer inquiry associated with the incoming call, wherein the type of customer inquiry is initiated by the associate when the associate initiates the incoming call based on the customer inquiry;

identify one or more representatives available to accept the incoming call based on the type of call and the type of customer inquiry, wherein the one or more representatives qualify as an expert for the customer inquiry;

determine handle time information for the one or more representatives available to accept the incoming call when the one or more representatives are available;

determine staffing level information associated with the one or more representatives available to accept the incoming call when the one or more representatives are available, wherein the staffing level information comprises the one or more representatives that have only audio capabilities, the one or more representatives that have only video capabilities, and the one or more representatives that have both audio and video capabilities;

route the incoming call to a representative of the one or more representatives available based at least in part on the handle time information and the staffing level information;

route the incoming call to a queue when none of the one or more representatives are available;

display via the customer interface and a representative interface, information associated with the type of customer inquiry when the incoming call includes video capabilities; and

receive via the customer interface, input from the customer, wherein the input is an electronic signature related to the information associated with the type of customer inquiry.

2. The system of claim 1, wherein said computer readable program code includes computer instructions that when performed by said processing device causes said processing device to:

output visual media to a display for viewing by the customer while the call is in the queue when the call is determined to be video enabled.

3. The system of claim 1, wherein said computer readable program code includes computer instructions that when performed by said processing device causes said processing device to:

identify from routing instructions associated with the call a desired language associated with the customer; and

route the call to a station associated with personnel capable of communicating in the desired language.

4. The system of claim 1, wherein determining the type of customer inquiry comprises determining subject matter in which the customer is interested and if the subject matter requires an electronic signature;

wherein identifying one or more representatives available to accept the incoming call is based on the subject matter in which the customer is interested and if the one or more representatives can accept the electronic signature.

5. The system of claim 1, wherein the one or more representatives are located at a call center.

6. A method for routing and queuing calls comprising:

receiving, by a processing device, an incoming call from a customer interface located at a banking center, wherein the incoming call is initiated by an associate for the benefit of a customer based on a customer inquiry;

determining a type of call for the incoming call, wherein the type of call is one of at least two types of calls comprising a video call or a non-video call, and wherein the determining the type of call for the incoming call comprises;

determining a video type of call, when the incoming call includes video capabilities; and

determining a non-video type of call, when the incoming call does not include video capabilities;

determining a type of customer inquiry associated with the incoming call, wherein the type of customer inquiry is initiated by the associate when the associate initiates the incoming call based on the customer inquiry;

identifying one or more representatives available to accept the incoming call based on the type of call and the type of customer inquiry, wherein the one or more representatives qualify as an expert for the customer inquiry;

determining handle time information for the one or more representatives available to accept the incoming call when the one or more representatives are available;

determining staffing level information associated with the one or more representatives available to accept the incoming call when the one or more representatives are available, wherein the staffing level information comprises the one or more representatives that have only audio capabilities, the one or more representatives that have only video capabilities, and the one or more representatives that have both audio and video capabilities;

routing the incoming call to a representative of the one or more representatives available based at least in part on the handle time information and the staffing level information;

routing the incoming call to a queue when none of the one or more representatives are available

displaying via the customer interface and a representative interface, information associated with the type of customer inquiry when the incoming call includes video capabilities; and

receiving via the customer interface, input from the customer, wherein the input is an electronic signature related to the information associated with the type of customer inquiry.

7. The method of claim 6, further comprising:

outputting visual media to a display for viewing by the customer while the call is in the queue when the call is determined to be video enabled, through the use of the processing device.

8. The method of claim 6, further comprising:

identifying from routing instructions associated with the call a desired language associated with the customer, through the use of the processing device; and

routing the call to a station associated with personnel capable of communicating in the desired language, through the use of the processing device.

9. The method of claim 6, wherein determining the type of customer inquiry comprises determining subject matter in which the customer is interested and if the subject matter requires an electronic signature;

wherein identifying one or more representatives available to accept the incoming call is based on the subject matter in which the customer is interested and if the one or more representatives can accept the electronic signature.

10. The method of claim 6, wherein the one or more representatives are located at a call center.

11. A computer program product for a system for routing and queuing call center calls, the computer program product comprising at least one non-transitory computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion configured for receiving an incoming call from a customer interface located at a banking center wherein the incoming call is initiated by an associate for the benefit of a customer based on a customer inquiry;

an executable portion configured for determining a type of call for the incoming call, wherein the type of call is one of at least two types of calls comprising a video call or a non-video call, and wherein the determining the type of call for the incoming call comprises;

determining a video type of call, when the incoming call includes video capabilities; and

determining a non-video type of call, when the incoming call does not include video capabilities;

an executable portion configured for determining a type of customer inquiry associated with the incoming call, wherein the type of customer inquiry is initiated by the associate when the associate initiates the incoming call based on the customer inquiry;

an executable portion configured for identifying one or more representatives available to accept the incoming call based on the type of call and the type of customer inquiry, wherein the one or more representatives qualify as an expert for the customer inquiry;

an executable portion configured for determining handle time information for the one or more representatives available to accept the incoming call when the one or more representatives are available;

an executable portion configured for determining staffing level information associated with the one or more representatives available to accept the incoming call when the one or more representatives are available, wherein the staffing level information comprises the one or more representatives that have only audio capabilities, the one or more representatives that have only video capabilities, and the one or more representatives that have both audio and video capabilities

an executable portion configured for routing the incoming call to a representative of the one or more representatives available based at least in part on the handle time information and the staffing level information;

an executable portion configured for routing the incoming call to a queue when none of the one or more representatives are available;

an executable portion configured for displaying via the customer interface and a representative interface, information associated with the type of customer inquiry when the incoming call includes video capabilities; and

an executable portion configured for receiving via the customer interface, input from the customer, wherein the input is an electronic signature related to the information associated with the type of customer inquiry.

12. The computer program product of claim 11, further comprising:

an executable portion configured for outputting visual media to a display for viewing by the customer while the call is in the queue when the call is determined to be video enabled.

13. The computer program product of claim 11, further comprising:

an executable portion configured for identifying from routing instructions associated with the call a desired language associated with the customer; and

an executable portion configured for routing the call to a station associated with personnel capable of communicating in the desired language.

14. The computer program product of claim 11, wherein the computer-readable program code portions further comprise:

an executable configured for displaying via the customer interface and a representative interface, information associated with the type of customer inquiry when the incoming call includes video capabilities; and

an executable portion configured for receiving via the customer interface, input from the customer, wherein the input is an electronic signature related to the information associated with the type of customer inquiry.

15. The computer program product of claim 11, wherein the one or more representatives are located at a call center.