Computer-implemented system and method for facilitating agent-customer calls
First Claim
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1. A computer-implemented system for facilitating agent-customer calls, comprising:
- a telephony interface to accept a call from a customer into a call center;
an assignment module to assign the call to an agent associated with the call center;
a message module to receive from the customer at least one text message during the call;
a messaging server to direct the text message to the agent;
a text-to-speech engine to receive outgoing text messages from the agent in response to the text message from the customer and to convert content of at least one of the outgoing text messages from the agent into synthesized speech; and
providing the synthesized speech to the customer during the call.
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Abstract
A computer-implemented system and method for facilitating agent-customer calls is provided. A call from a customer is accepted into a call center and is assigned to an agent associated with the call center. At least one text message is received from the customer during the call and is directed to the agent. Outgoing text messages are received from the agent in response to the text message from the customer and content of the outgoing text messages from the agent are converted into synthesized speech. The synthesized speech is provided to the customer during the call.
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Citations
20 Claims
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1. A computer-implemented system for facilitating agent-customer calls, comprising:
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a telephony interface to accept a call from a customer into a call center; an assignment module to assign the call to an agent associated with the call center; a message module to receive from the customer at least one text message during the call; a messaging server to direct the text message to the agent; a text-to-speech engine to receive outgoing text messages from the agent in response to the text message from the customer and to convert content of at least one of the outgoing text messages from the agent into synthesized speech; and providing the synthesized speech to the customer during the call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computer-implemented method for facilitating agent-customer calls, comprising:
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accepting a call from a customer into a call center; assigning the call to an agent associated with the call center; receiving from the customer at least one text message during the call; directing the text message to the agent; receiving outgoing text messages from the agent in response to the text message from the customer; converting content of at least one of the outgoing text messages from the agent into synthesized speech; and providing the synthesized speech to the customer during the call. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification