Method and apparatus for selectively presenting media-options to clients of a multimedia call center
US6212178A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Sep 11, 1998 |
| Grant date | Apr 3, 2001 |
| Priority date | — |
| Expiry date | Sep 11, 2018 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY02P90/80
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
In an enterprise-hosted multimedia telecommunications center, a client-facing interactive single-media pre-processing interface has an answering facility adapted for greeting and pre-instructing a client making a contact to the pre-processing interface, an identifying facility adapted for identifying the client through one or both of data accompanying the contact and information elicited from the client, and a discrimination facility adapted for offering the client one or more communication choices based on the client identification established by the identifying facility. In one embodiment the pre-processing interface is a WEB page. Also in a preferred embodiment, client transaction history is recorded in an enterprise data repository, including current projects, and clients are offered choices based on transaction history. In one such embodiment, live calls are reserved for clients engaged in current projects.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.