CA2391428A1 - Systeme permettant d'obtenir de l'aide sur un systeme de communication en utilisant des canaux de contact client particuliers - Google Patents
Systeme permettant d'obtenir de l'aide sur un systeme de communication en utilisant des canaux de contact client particuliers Download PDFInfo
- Publication number
- CA2391428A1 CA2391428A1 CA002391428A CA2391428A CA2391428A1 CA 2391428 A1 CA2391428 A1 CA 2391428A1 CA 002391428 A CA002391428 A CA 002391428A CA 2391428 A CA2391428 A CA 2391428A CA 2391428 A1 CA2391428 A1 CA 2391428A1
- Authority
- CA
- Canada
- Prior art keywords
- customer
- contact channels
- customer contact
- world wide
- wide web
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/42—Graphical user interfaces
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
- H04M2203/357—Autocues for dialog assistance
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
- Telephonic Communication Services (AREA)
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US08/532,537 | 1995-09-25 | ||
US08/532,537 US5884032A (en) | 1995-09-25 | 1995-09-25 | System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent |
CA002178705A CA2178705C (fr) | 1995-09-25 | 1996-06-10 | Changeur de canaux d'acces a des services |
Related Parent Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CA002178705A Division CA2178705C (fr) | 1995-09-25 | 1996-06-10 | Changeur de canaux d'acces a des services |
Publications (2)
Publication Number | Publication Date |
---|---|
CA2391428A1 true CA2391428A1 (fr) | 1997-03-26 |
CA2391428C CA2391428C (fr) | 2009-01-06 |
Family
ID=25678503
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CA002391428A Expired - Fee Related CA2391428C (fr) | 1995-09-25 | 1996-06-10 | Systeme permettant d'obtenir de l'aide sur un systeme de communication en utilisant des canaux de contact client particuliers |
Country Status (1)
Country | Link |
---|---|
CA (1) | CA2391428C (fr) |
Cited By (18)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP1114543A1 (fr) * | 1998-09-11 | 2001-07-11 | Genesys Telecommunications Laboratories, Inc. | Presentation selective d'options de supports aux clients d'un centre d'appel multimedia, et dispositif a cet effet |
EP1183617A1 (fr) * | 1999-05-11 | 2002-03-06 | Pisces Internet Systems Pty. Ltd | Procede et appareil de signalisation |
JP2004096778A (ja) * | 2003-10-16 | 2004-03-25 | Sharp Corp | 情報処理システム |
CN100407799C (zh) * | 1999-03-01 | 2008-07-30 | 罗克韦尔电子商业公司 | 带有延时通知的acd多媒体用户联系路由选择 |
EP2312820A1 (fr) * | 2009-10-15 | 2011-04-20 | Avaya Inc. | Sélection et initiation de scripts IVR par des agents de centre de contact |
CN1535424B (zh) * | 2001-06-19 | 2012-09-05 | 瀛洲投资有限责任公司 | 处理消息的服务器 |
US8358746B2 (en) | 2009-10-15 | 2013-01-22 | Avaya Inc. | Method and apparatus for unified interface for heterogeneous session management |
US8971216B2 (en) | 1998-09-11 | 2015-03-03 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
US9002920B2 (en) | 1998-09-11 | 2015-04-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
USRE45583E1 (en) | 1999-12-01 | 2015-06-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
USRE45606E1 (en) | 1997-02-10 | 2015-07-07 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
USRE46060E1 (en) | 1997-02-10 | 2016-07-05 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US9516171B2 (en) | 1997-02-10 | 2016-12-06 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
US9553755B2 (en) | 1998-02-17 | 2017-01-24 | Genesys Telecommunications Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
USRE46438E1 (en) | 1999-09-24 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
-
1996
- 1996-06-10 CA CA002391428A patent/CA2391428C/fr not_active Expired - Fee Related
Cited By (29)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
USRE45606E1 (en) | 1997-02-10 | 2015-07-07 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
USRE46243E1 (en) | 1997-02-10 | 2016-12-20 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US9516171B2 (en) | 1997-02-10 | 2016-12-06 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
USRE46060E1 (en) | 1997-02-10 | 2016-07-05 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
USRE46521E1 (en) | 1997-09-30 | 2017-08-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
US9553755B2 (en) | 1998-02-17 | 2017-01-24 | Genesys Telecommunications Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
USRE46387E1 (en) | 1998-09-11 | 2017-05-02 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US10218848B2 (en) | 1998-09-11 | 2019-02-26 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US8971216B2 (en) | 1998-09-11 | 2015-03-03 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
US9002920B2 (en) | 1998-09-11 | 2015-04-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
EP1114543A1 (fr) * | 1998-09-11 | 2001-07-11 | Genesys Telecommunications Laboratories, Inc. | Presentation selective d'options de supports aux clients d'un centre d'appel multimedia, et dispositif a cet effet |
EP1114543A4 (fr) * | 1998-09-11 | 2006-05-10 | Genesys Telecomm Lab Inc | Presentation selective d'options de supports aux clients d'un centre d'appel multimedia, et dispositif a cet effet |
US9350808B2 (en) | 1998-09-11 | 2016-05-24 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
CN100407799C (zh) * | 1999-03-01 | 2008-07-30 | 罗克韦尔电子商业公司 | 带有延时通知的acd多媒体用户联系路由选择 |
EP1183617A1 (fr) * | 1999-05-11 | 2002-03-06 | Pisces Internet Systems Pty. Ltd | Procede et appareil de signalisation |
EP1183617A4 (fr) * | 1999-05-11 | 2007-11-14 | Newsnet Ltd | Procede et appareil de signalisation |
USRE46457E1 (en) | 1999-09-24 | 2017-06-27 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE46438E1 (en) | 1999-09-24 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE45583E1 (en) | 1999-12-01 | 2015-06-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
CN1535424B (zh) * | 2001-06-19 | 2012-09-05 | 瀛洲投资有限责任公司 | 处理消息的服务器 |
USRE46538E1 (en) | 2002-10-10 | 2017-09-05 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
JP2004096778A (ja) * | 2003-10-16 | 2004-03-25 | Sharp Corp | 情報処理システム |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
US9854006B2 (en) | 2005-12-22 | 2017-12-26 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
EP2312820A1 (fr) * | 2009-10-15 | 2011-04-20 | Avaya Inc. | Sélection et initiation de scripts IVR par des agents de centre de contact |
US8358746B2 (en) | 2009-10-15 | 2013-01-22 | Avaya Inc. | Method and apparatus for unified interface for heterogeneous session management |
US8363796B2 (en) | 2009-10-15 | 2013-01-29 | Avaya Inc. | Selection and initiation of IVR scripts by contact center agents |
Also Published As
Publication number | Publication date |
---|---|
CA2391428C (fr) | 2009-01-06 |
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Legal Events
Date | Code | Title | Description |
---|---|---|---|
EEER | Examination request | ||
MKLA | Lapsed |
Effective date: 20160610 |