Integrated audio and video agent system in an automatic call distribution environment
US6404747B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 2, 1998 |
| Grant date | Jun 11, 2002 |
| Priority date | — |
| Expiry date | Jun 2, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/50
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A Video Multimedia Call Center (VMMCC) with multipoint access through a PBX (private branch exchange, also known as a switchboard) within an ACD (automatic call distribution) environment has both audio and video capabilities. The VMMCC extends traditional call center capabilities into the video and collaborative data domain. An organization using the VMMCC is able to provide a more personal and feature rich interface for both their customer service representatives and their end customers. Call center agents are able to communicate visually with customers at any location where the organization supports an endpoint. The agent and the customer have the added benefit of sharing data applications which provides the customer with a level of empowerment and understanding of the organization's operation that cannot be appreciated over a standard audio interface. Customers are able to see how their information is truly being represented by the agent. More complex transactions such as mortgage/loan origination interviews, customer help lines, and others are easier for the customer to understand with the ability to see the information unfolding. Errors in information collection are more readi…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.