Method and system for mapping caller information to call center agent transactions
First Claim
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1. A system comprising:
- a call center routing and control module having an input to receive incoming calls and to receive a transaction identifier indicative of a caller transaction to be executed;
a transaction database including a plurality of transactions that are suitable for execution by the call center;
transaction selection logic responsive to the transaction database and including logic to select a set of transactions for execution in response to the transaction identifier; and
display screen sequence logic responsive to the transaction selection logic, the display screen sequence logic configured to generate agent display screen commands corresponding to a sequence of display screens associated with the set of selected transactions.
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Abstract
A system and method of processing a call at a call center is provided. In a particular embodiment, the method includes receiving the call at the call center, receiving an indication element associated with a call center transaction, retrieving call center transaction data based on the indication element, and generating a sequence of pre-populated call center agent terminal transaction processing screens based on at least a portion of the call center transaction data. In a particular embodiment, a set of prioritized transactions based on likelihood of matching a customer request is disclosed.
156 Citations
26 Claims
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1. A system comprising:
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a call center routing and control module having an input to receive incoming calls and to receive a transaction identifier indicative of a caller transaction to be executed;
a transaction database including a plurality of transactions that are suitable for execution by the call center;
transaction selection logic responsive to the transaction database and including logic to select a set of transactions for execution in response to the transaction identifier; and
display screen sequence logic responsive to the transaction selection logic, the display screen sequence logic configured to generate agent display screen commands corresponding to a sequence of display screens associated with the set of selected transactions. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method of processing a call at a call center, the method comprising:
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receiving the call at the call center;
receiving an indication element associated with a call center transaction;
retrieving call center transaction data based on the indication element; and
generating a sequence of pre-populated call center agent terminal transaction processing screens based on at least a portion of the call center transaction data. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A method of call handling comprising:
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collecting data at an interactive voice response unit;
forwarding the collected data to a remote analysis module;
comparing the collected data to a plurality of call center transactions;
populating display screens and displaying the populated display screens at a call center agent terminal in response to determining a match between a particular call center transaction and the collected data; and
processing the particular call center transaction. - View Dependent Claims (24, 25, 26)
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Specification