Call centers for providing customer services in a telecommunications network

US8346942B2 · kind B2 · utility

Assignee

• Oracle International Corporation · US

Inventors

• Ran Ezerzer · Alcobendas, ES
• Roberto Armando Portillo Jarquin · San Diego, US
• Ali Aljane · Whistler, CA
• Eli Ben Borodow · Village of La Jolla, US
• Gerald Augustin Holly, Jr. · Heron Bay South, US
• Edwin Kenneth Margulies · Morristown, US

Key dates

• Filing date: Jun 18, 2009
• Grant date: Jan 1, 2013
• Expiry date: Jul 15, 2031

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5175
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A software-based distributed architecture allows rapid provisioning and flexible management of fault-tolerant call centers for interaction between companies' agents and outside customers via multi-media messages, using both real time and non-real time messages. The real time messages include web-based chat, forms and applications sharing, PSTN calls, and incoming and outgoing Voice over IP calls. The non-real time messages include web call-back requests, voice messages, fax messages, and email messages. The architecture provides for sharing of non-dedicated resources among multiple companies, mirrored hot backup, dynamic resource provisioning and allocation, dynamic load balancing, and implementation of service controls on individual companies in accordance with subscription service limits.