System and Method for Providing Customer Activities While in Queue

A method for providing activities to a caller associated with a call holding in a queue, the method comprising:

• receiving the call from the caller at a first time;
• estimating a hold time associated with the call;
• adding the call to the queue;
• prompting the caller to select a caller activity to perform while the call remains in the queue, wherein caller activities available for selection are provided based on the hold time estimated and caller demographics;
• detecting a caller selection of a caller activity available for selection;
• connecting the call to the caller activity selected while maintaining the call in the queue;
• generating a caller activity history by recording caller input during the call, the caller input including the caller selection of the caller activity and caller interaction with the caller activity selected;
• communicating the caller activity history to the agent;
• enabling agent interaction between the agent and the caller;
• and
• upon completion of the agent interaction and depending on the caller activity history, providing the caller an option of resuming the selected caller activity.

A method for providing caller activities while a call is holding in a queue, the method comprising:

• receiving a call from a caller;
• placing the call in a queue to interact with an agent;
• prompting the caller to select, from available caller activities, a caller activity to perform while maintaining the call in the queue;
• responsive to the caller selecting the caller activity, connecting the call to the caller activity selected while maintaining the call in the queue;
• generating a caller activity history by acquiring indications of caller inputs during the caller activity;
• connecting the call with the agent;
• and
• upon completion of caller interaction with the agent, prompting the caller to return to the caller activity.

A system for providing caller activities to calls in a queue, the system comprising:

• a call receiver receiving a plurality of calls from a respective plurality of callers and directing the plurality of calls to a queue, wherein the queue stores the plurality of calls in order;
• a selection module coupled to the call receiver, wherein the selection module selects caller activities available to the caller while the call is held in the queue and transfers the call to a selected caller activity;
• a recording module coupled to the selection module, wherein the recording module records input received from the caller during the selected caller activity;
• and
• a connection module coupled to the selection module and the recording module, wherein the connection module connects the call to an agent and enables the caller to return the call to the selected caller activity upon completion of an interaction between the caller and the agent.