Claims
- 1. A method for automated call response and for connecting a caller to a live agent, comprising:
- receiving a call from the caller,
- electronically asking the caller for caller identification,
- using the caller identification information to retrieve caller data,
- transmitting at least a portion of the retrieved caller data to the caller,
- offering the caller a menu of response alternatives including the choice of speaking with one of a number of live agents,
- receiving a request for a live agent,
- connecting with a live agent,
- asking the live agent for identification,
- using the live agent identification to identify a computer associated with the live agent,
- providing the caller data to the live agent, and
- providing a signal to the live agent indicating to the live agent to begin speaking to the caller.
- 2. A system for providing automated call response and live agent communication, comprising:
- a switch connected to a calling device,
- a voice response unit connected to said switch and to a database storing caller information, said voice response unit communicating with a caller to receive a caller identification and retrieving the caller information corresponding to the caller identification, and
- a live agent desktop including a live agent calling device and a live agent personal computer, said live agent calling device coupled to said switch, and said live agent personal computer coupled to the voice response unit, said live agent desktop configured to receive the caller information retrieved by the voice response unit and configured to receive a signal indicating to a live agent to begin speaking with the caller.
Parent Case Info
This is a continuation of application Ser. No. 08/528,893 filed on Sep. 15, 1995, (now U.S. Pat. No. 5,740,240) which is a continuation-in-part application of U.S. patent application Ser. No. 08/419,103, filed Apr. 10, 1995 and having the title "Object Oriented Customer Information Exchange System and Method" which is hereby expressly referenced and incorporated herein by reference.
This application is further related to U.S. patent application Ser. No. 08/529,166 filed on even day herewith and having the title "Web Page Synchronization System and Method" which is hereby expressly referenced and incorporated herein by reference.
US Referenced Citations (22)
Foreign Referenced Citations (1)
Number |
Date |
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0375119 A2 |
Jun 1990 |
EPX |
Continuations (1)
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Parent |
528893 |
Sep 1995 |
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Continuation in Parts (1)
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419103 |
Apr 1995 |
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