Customer interaction system
US6778660B2 · kind B2 · utility
40Cited by
119References
15Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Apr 6, 2001 |
| Grant date | Aug 17, 2004 |
| Priority date | — |
| Expiry date | Feb 18, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/4536
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An improved contact center is disclosed in which voice contacts may be processed by agents simultaneously by storing incoming voice and responding to it in near real time. The technique permits an agent at a contact center to process incoming voice contacts in near real time, but to simultaneously handle plural customers in a manner similar to that utilized in web chat applications.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.