Focused retrieval of selected data in a call center environment

US8068603B2 · kind B2 · utility

Assignee

• SAP AG · DE

Inventors

• Peter Conrad · Leimen, DE
• Hardy Berendt · Enkenbach-Alsenborn, DE

Key dates

• Filing date: May 21, 2010
• Grant date: Nov 29, 2011
• Expiry date: May 21, 2030

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q40/12
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a database for a customer account or a business agreement based on information provided by the customer to the call agent. It further includes searching the database optionally for a premises that is either dependent of the customer account or business agreement or that is independent of the customer account or business agreement. It still further includes determining a contract corresponding to the premises and the customer account or business agreement. It also includes a search process that is completely flexible regarding search criteria and sequence. It finally includes dealing with the customer to resolve an issue related to the contract.