Customer relationship management (CRM) audio on hold
US9294619B2 · kind B2 · utility
2Cited by
5References
12Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Oct 23, 2013 |
| Grant date | Mar 22, 2016 |
| Priority date | — |
| Expiry date | Oct 23, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/306
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Embodiments of the present invention provide a method, system and computer program product for CRM audio on hold. In an embodiment of the invention, a CRM audio on hold method includes identifying a caller associated with the telephone call received in a call processing gateway, selecting a record in a CRM application pertinent to the caller and inserting the selected record into a variable field of a template. The method also includes text-to-speech (TTS) processing the template into audio and returning the audio to the call processing gateway for playback to the caller while the caller is on hold.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.