Systems and Methods for Handling and Routing Incoming Communication Requests
AssigneeViZiCall, LLC
InventorsZach BEIMES, Spencer Peller
Life of this patent
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Abstract
The present disclosure provides systems and methods for routing incoming communications, such as calls, to a customer service representative or live agent. Specifically, the present disclosure provides a communication routing platform that can forward calls from multiple phones numbers to one or more call centers or live agents as well while simultaneously forwarding instructions for handling the calls.
Claims20
A processor-implemented method of receiving and routing communication requests, comprising:
- receiving, by a communication routing platform, an incoming communication from a sender, wherein the incoming communication is directed towards an entity;
- identifying, by the communication routing platform, an account associated with the entity;
- carrying out, by the communication routing platform, a primary communication handling protocol associated with the account, wherein the primary communication handling protocol comprises one or more next steps for routing the incoming communication;
- and
- sending, by the communication routing platform, one or more notifications to a contact associated with the account, the one or more notifications comprising data generated during carrying out of the primary communication handling protocol.
A processor-implemented system for routing communications, the system comprising:
- a communication router configured to:
- receive an incoming communication from a sender, wherein the incoming communication is directed towards an entity;
- identify an account associated with the entity;
- carry out a primary communication handling protocol associated with the account, wherein the primary communication handling protocol comprises one or more next steps for routing the incoming communication;
- and
- send one or more notifications to a contact associated with the account, the one or more notifications comprising data generated during carrying out of the primary communication handling protocol.
A processor-implemented method of receiving and routing calls to a call center or agent, comprising:
- receiving, by a communication routing platform, an incoming call from a caller, wherein the incoming communication is directed to a central platform-provided phone number;
- identifying, by the communication routing platform, an account associated with the platform-provided phone number;
- carrying out, by the communication routing platform, a primary communication handling protocol associated with the account or central platform-provided phone number, wherein the primary communication handling protocol comprises one or more next steps for routing the incoming call;
- and
- sending, by the communication routing platform, one or more notifications to a contact associated with the account, the one or more notifications comprising data generated during carrying out of the primary communication handling protocol.
Dependencies are inferred from the claim text.