Unified customer service interactions
US8428246B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 12, 2010 |
| Grant date | Apr 23, 2013 |
| Priority date | — |
| Expiry date | Jul 1, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A server device configured to receive first-information associated with a call that was received by a first server device; receive second-information associated with the call, where the second-information is associated with processing of the call by the first server device and at least one second server device; generate a unified record associated with the call, where the unified record includes at least some of the first-information and at least some of the second-information; determine, based on the unified record, that a condition exists with respect to the call; and send an instruction to perform a customer operation with respect to the call when the condition is determined to exist, where the customer operation includes increasing a priority for handling of the call by a customer service agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.