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    • 8. 发明申请
    • METHOD AND APPARATUS FOR INTERFACING A CUSTOMER WITH A CALL CENTER
    • 将客户与电话中心连接的方法和装置
    • US20120288080A1
    • 2012-11-15
    • US13474210
    • 2012-05-17
    • Paul Martin
    • Paul Martin
    • H04M3/00
    • H04M3/523G06Q20/10G06Q20/108H04M2203/2094H04M2242/30
    • A method for interfacing a customer with a call center. Information obtained from a Radio Frequency Identification (RFID) tag is transmitted to the call center to provide additional information about the customer and allow the session to be accurately routed within the call center. The call center may be accessed by telephone, computer, or other type of customer premises equipment over a voice or data network. The RFID tag may be an identification tag provided to the customer for access to the call center or may be a tag associated with the customer and not specific to the call center. The call center may route calls based on routing information contained in the RFID tag information, customer identity and previous sessions with that customer, personal and demographic information and statistical support records for other sessions involving customers with similar personal and demographic information, and according to agent statistical support records.
    • 一种将客户与呼叫中心进行接口的方法。 从射频识别(RFID)标签获得的信息被发送到呼叫中心,以提供关于客户的附加信息,并允许会话在呼叫中心内被精确地路由。 呼叫中心可以通过电话,计算机或其他类型的客户驻地设备通过语音或数据网络访问。 RFID标签可以是提供给客户以访问呼叫中心的识别标签,或者可以是与客户相关联并且不是呼叫中心特有的标签。 呼叫中心可以根据包含在RFID标签信息,客户身份和以前会话中的路由信息​​来路由呼叫,个人和人口信息以及涉及具有类似个人和人口信息的客户的其他会话的统计支持记录,并且根据代理 统计支持记录。
    • 9. 发明授权
    • Enhanced caller identification using caller readable devices
    • 使用呼叫者可读设备增强呼叫者识别
    • US08194835B1
    • 2012-06-05
    • US12784596
    • 2010-05-21
    • Paul Martin
    • Paul Martin
    • H04M15/00
    • H04M3/42042H04M1/275H04M1/575H04W4/16
    • A method for providing enhanced caller information to a communications recipient includes storing enhanced caller information in memory of a card distributed to a cardholder. An information reader reads the enhanced caller information from the memory of the card when the cardholder attempts to initiate a telephone call. The read enhanced caller information is inserted into voice signals used to establish the telephone call with the communications recipient. The voice signals with the inserted enhanced caller information are transmitted to the communications recipient over a network. A cellular telephone includes an information reader for reading the enhanced caller information from an external caller information storage device, for example, a card. An information insertion module of the cellular telephone merges the enhanced caller information with voice signals used to establish a telephone call with a communications recipient. The cellular telephone includes a transmitter for transmitting the voice signals with the merged enhanced caller information over a network to the communications recipient.
    • 用于向通信接收者提供增强的呼叫者信息的方法包括将增强的呼叫者信息存储在分发给持卡人的卡的存储器中。 当持卡人尝试发起电话呼叫时,信息读取器从卡的存储器读取增强的呼叫者信息。 读取的增强呼叫者信息被插入用于与通信接收者建立电话呼叫的语音信号中。 具有插入的增强呼叫者信息的语音信号通过网络发送到通信接收者。 蜂窝电话包括用于从外部呼叫者信息存储设备(例如卡)读取增强的呼叫者信息的信息阅读器。 蜂窝电话的信息插入模块将增强的呼叫者信息与用于与通信接收者建立电话呼叫的语音信号相结合。 蜂窝电话包括用于通过网络将通过合并的增强的呼叫者信息发送到通信接收者的语音信号的发射机。