Customer relationship management system with network contact center server configured to control automated web and voice dialogues

US8024401B1 · kind B1 · utility

Assignee

• Alcatel Lucent · FR

Inventors

• Vijay K. Gurbani · Lisle, US
• Suhasini Sabnis · Marlboro, US
• Victoria Hiering · Toms River, US
• Luis E. Nieto · East Brunswick Township, US
• Aniruddha Avinash Gokhale · Nashville, US
• Richard B. Hull · Chatham, US
• Reinhard Klemm · Berkeley Heights, US
• Bharat Kumar · Tarrytown, US
• Gang Zhou · Berkeley Heights, US

Key dates

• Filing date: Jun 3, 2002
• Grant date: Sep 20, 2011
• Expiry date: May 7, 2032

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/10
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A customer relationship management system is disclosed for matching a given work item with an agent. The system includes a database to hold customer information, agent information, and system information, and a network contact center server operative to receive the given work item from the customer and route it to the agent based at least in part on the information in the database. The network contact center server is configured to control the conduction of an automated web dialogue with the customer via a separate web server and is further configured to control the conduction of an automated voice dialogue with the customer via an interactive voice response system. The automated web dialogue and the automated voice dialogue are thereby both conductable under the control of the network contact center server.