Generalized customer profile editor for call center services
US5953406A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | May 20, 1997 |
| Grant date | Sep 14, 1999 |
| Priority date | — |
| Expiry date | May 20, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/51
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A profile editor is provided for creating and editing customer profiles. The customer profiles hold information regarding customers of a call center. Each customer profile encapsulates information regarding call flow of a call serviced by the call center on behalf of the customer. For example, a customer profile may hold product information, pricing information, shipping information, call flow information, scripts, and other information for a customer that may be used by an operator to service a call on behalf of the customer. The profile editor may also include a test operator console program to test how an operator console program that is used to assist an operator in servicing calls on behalf of a customer in the call center will use a customer profile.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.