US 2006/0215833 A1 · System and method for automating customer relations in a communications environment

Abstract

A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening device and configured to store network performance data. A customer relations module may be included and configured to receive a subscriber inquiry and to identify at least one monitored component of a communication network that affects the subscriber. The module may retrieve performance data on one or more components of the communication network to provide customer-specific communication performance data to the subscriber and/or the agent assisting the subscriber.

Claims33

Dependent claims

A system for providing automated customer support comprising:

a passive listening device configured to monitor a performance characteristic of at least a portion of a communication network and to output a signal;
a performance database communicatively coupled to the passive listening device and configured to store a piece of information in response to receiving the signal;
and
a customer relations management module configured to receive an identifier associated with a subscriber inquiry, to identify at least one component of the communication network that affects a service of the subscriber, and to collect performance data associated with the at least one component from the performance database.

1 more element

Dependencies are inferred from the claim text.

System and method for automating customer relations in a communications environment

Life of this patent

System and method for automating customer relations in a communications environment

Life of this patent

Abstract

Claims33