Presence enabled call center
US9912817B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 23, 2013 |
| Grant date | Mar 6, 2018 |
| Priority date | — |
| Expiry date | Nov 11, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2207/185
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Techniques described herein may use presence information to enhance the user experience when contacting entities such as call centers. In one implementation, a method may include receiving presence information relating to a state of a voice line. The presence information may include a wait time associated with the voice line, the wait time corresponding to an estimated time that a caller to the voice line will wait before reaching a human operator. The method may also include providing, by the one or more devices and to a user device that includes the voice line in a contact list, the presence information for display as part of the contact list.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.