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    • 15. 发明授权
    • Method and system for call to role
    • 呼叫角色的方法和系统
    • US08351596B2
    • 2013-01-08
    • US12145429
    • 2008-06-24
    • Maria Rene EblingWilliam Francis JeromeBarry LeibaEdith Helen Stern
    • Maria Rene EblingWilliam Francis JeromeBarry LeibaEdith Helen Stern
    • H04M3/00
    • H04M3/5191H04M3/523H04M7/006H04M2203/552
    • Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific telephone number or extension to call and without requiring the customer to select from a series of menus. The receiving location or inbound call center accepts a voice call from a customer. The incoming voice call includes an associated data stream. This data stream is processed by the inbound call center and is used to route the call to the appropriate destination or customer service representative, for example a specific person, a department, a subsidiary, an individual either working within a facility or working outside the facility, a subcontractor and combinations thereof. Additional functionality is provided by including additional data, e.g. data in addition to routing data, along with voice data.
    • 提供方法和系统用于将呼入的客户服务请求直接路由到呼叫中心内的最适合的目的地,而不需要客户知道特定电话号码或分机呼叫,而不要求客户从一系列菜单中进行选择。 接收位置或入站呼叫中心接受来自客户的语音呼叫。 传入语音呼叫包括相关联的数据流。 该数据流由入站呼叫中心处理,用于将呼叫路由到适当的目的地或客户服务代表,例如特定人员,部门,子公司,在设施内工作或在设施外工作的个人 ,分包商及其组合。 通过包括附加数据,例如, 数据除路由数据外,还有语音数据。