Operator network that routes customer care calls based on subscriber / device profile and CSR skill set
US8848899B2 · kind B2 · utility
3Cited by
89References
22Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Mar 27, 2008 |
| Grant date | Sep 30, 2014 |
| Priority date | — |
| Expiry date | May 12, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2066
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An operator network is capable of routing incoming customer care calls to specific customer care representatives based on a subscriber profile and customer service representative (CSR) skill set. The device profile is retrieved from the mobile handset while the incoming customer care call is in a queue waiting to be connected to a CSR. The retrieved device profile is also used to determine an appropriate CSR to handle an incoming customer care call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.