Method of delivering enterprise data through a call center
First Claim
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1. A method of providing enterprise information to a client through a call center of the enterprise, such method comprising:
- providing a single channel call connection for establishing a communication session during inbound calls between the client and an agent of the call center;
detecting an identity of the client and a relationship of the client to the call center based upon call associated information received through the call connection between the client and the call center;
presenting the client with a plurality of options through the single channel call connection without participation of the agent wherein presentation of the options is determined by the identity of the client and by the relationship of the client with the call center; and
presenting the client without participation of the agent with enterprise information not available to the general public through the call connection based upon a selected option of the plurality of options and based upon the relationship of the client and a prior history of interaction with the call center and limited to the enterprise information not available to the general public which is unique to the client and appropriate to the client'"'"'s position within the enterprise.
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Abstract
A method and apparatus are described for providing enterprise information to a client through a call center of the enterprise. The method includes the steps of detecting an identity of the client based upon call associated information received through a call connection between the client and the call center, presenting the client with a plurality of options based upon the identity of the client and presenting the client with enterprise information based upon a selected option of the plurality of options.
64 Citations
36 Claims
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1. A method of providing enterprise information to a client through a call center of the enterprise, such method comprising:
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providing a single channel call connection for establishing a communication session during inbound calls between the client and an agent of the call center; detecting an identity of the client and a relationship of the client to the call center based upon call associated information received through the call connection between the client and the call center; presenting the client with a plurality of options through the single channel call connection without participation of the agent wherein presentation of the options is determined by the identity of the client and by the relationship of the client with the call center; and presenting the client without participation of the agent with enterprise information not available to the general public through the call connection based upon a selected option of the plurality of options and based upon the relationship of the client and a prior history of interaction with the call center and limited to the enterprise information not available to the general public which is unique to the client and appropriate to the client'"'"'s position within the enterprise. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. An apparatus for providing enterprise information to a client through a call center of the enterprise, such apparatus comprising:
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means for providing a single channel call connection for establishing a communication session during inbound calls between the client and an agent of the call center; means for detecting an identity of the client and a relationship of the client to the call center based upon call associated information received through a call connection between the client and the call center; means for presenting the client with a plurality of options through the single channel call connection without participation of the agent wherein presentation of the options is determined by the identity of the client and by the relationship of the client with the call center; and means for presenting the client without participation of the agent with enterprise information not available to the general public through the call connection based upon a selected option of the plurality of options and based upon the relationship of the client and a prior history of interaction of the client with the call center and limited to non-public enterprise information unique to the client and appropriate to the client'"'"'s position within the enterprise. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34)
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35. An apparatus for providing enterprise information to a client through a call center of the enterprise, such apparatus comprising:
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a single channel call connection for establishing a communication session during inbound calls between the client and an agent of the call center; a call analyzer adapted to detect an identity of the client and a relationship of the client to the call center based upon call associated information received through the call connection between the client and the call center; a predetermined menu adapted to present the client with a plurality of options through the single channel call connection without participation of the agent wherein presentation of the options is determined by the identity of the client and by the relationship of the client with the call center and a prior history of interaction of the client with the call center; and a communication controller adapted to present the client without participation by the agent with enterprise information not available to the general public through the call connection based upon a selected option of the plurality of options and limited to the non-public enterprise information which is unique to the client and appropriate to the client'"'"'s position within the enterprise. - View Dependent Claims (36)
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Specification