Network predictive customer service queue management
US8693671B2 · kind B2 · utility
4Cited by
9References
39Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 24, 2012 |
| Grant date | Apr 8, 2014 |
| Priority date | — |
| Expiry date | Aug 24, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2207/12
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A communications portal for interfacing with a carrier network, a contact center, and a user is disclosed. Telecommunications links are connected to the communications portal to receive inbound calls and place outbound calls. A gateway signaling proxy containing an application server and a reverse automation subsystem is connected to the telecommunications links to recognize and store user selections, detect answer supervision, and execute scripts as configured in the user interface.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.