System and method for improved remote collaboration during a call
AssigneeMicro Macro Assets LLC
InventorSenraj Soundar
Life of this patent
Estimating the term…
Abstract
A system establishes a call handler communication with a customer. A call handler computer identifies one or more customer records associated with the customer that is on the call with the call handler or being called or to be called in the near future. The call handler computer provides a request assistance notification that the call handler has requested for assistance in the call between the call handler and the identified customer. A central data server receives the request assistance notification. The central data server provides an assist notification that enables the third party call participant to participate in the call between the call handler and the identified customer. A third party call participant computer receives the assist notification.
Claims20
A system for facilitating a call between a call handler and a customer, wherein the system enables a third party call participant to participate in the call, the system further comprising:
- a call handler computer comprising a first processor and a first memory configured to store non-transitory instructions that when executed by the first processor performs the step of:
- identifying one or more customer records associated with the customer that is on the call with the call handler or being called or to be called in the near future, such customer is referred to herein as an identified customer;
- and
- providing a request assistance notification that the call handler has requested for assistance in the call between the call handler and the identified customer;
- a central data server comprising a second processor and a second memory configured to store non-transitory instructions that when executed by the second processor performs the step of:
- receiving the request assistance notification;
- and
- providing an assist notification that enables the third party call participant to participate in the call between the call handler and the identified customer;
- and
- a third party call participant computer comprising a third processor and a third memory configured to store non-transitory instructions that when executed by the third processor performs the step of:
- receiving the assist notification.
A method for facilitating a call between a call handler and a customer, wherein the method enables a third party call participant to participate in the call, the method further comprising:
- identifying one or more customer records associated with the customer that is on the call with the call handler or being called or to be called in the near future, such customer is referred to herein as an identified customer;
- providing a request assistance notification that the call handler has requested for assistance in the call between the call handler and the identified customer, wherein the call handler requests the said assistance;
- receiving the request assistance notification;
- and
- enabling the third party call participant to participate in the call between the call handler and the identified customer.
Dependencies are inferred from the claim text.