Patent · US Expired

Method for operating a global, virtual call center

US6829350B1 · kind B1 · utility

5Cited by

3References

10Claims

0Family size

Assignee

DEUTSCHE TELEKOM AG · DE

Inventors

Marian Trinkel · Kreuzau, DE
Christel Mueller · Königs Wusterhausen, DE
Fred Runge · Bitburg, DE
Thomas Ziem · Panketal, DE

Key dates

Filing date	Dec 22, 2000
Grant date	Dec 7, 2004
Priority date	—
Expiry date	Dec 22, 2020

Classification

Technology area (CPC H)Electricity
CPC primaryH04M7/12
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

In a method for operating a global, virtual a call center having operators working all over the world, in response to a call from a customer, data suitable for identifying the customer and allocating him or her to a customer group are collected and stored. These data are compared using a search routine to stored data of the operators logged on for the call center. As a result, the customer is automatically connected by the call center server to the web browser of the workstation system of the operator selected for the customer, at the same time all of the data collected for the customer being displayed on the web browser window of the operator's monitor. For international call centers, in particular, the method improves communication between the customer and the operator.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.