Computerized system of graphical programming for an interactive voice response system
AssigneeTalkdesk, Inc.
InventorTiago Paiva
Life of this patent
Estimating the term…
Abstract
The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
Claims20
A method of customer-based graphical programming for an interactive voice response (IVR) system in a cloud-based contact center, the method comprising:
- providing, to an organization, a cloud-based contact center infrastructure for receiving calls made to the organization from a plurality of customers, and routing said calls to a plurality of agents of the organization in accordance with a call flow route;
- presenting, on a computerized display of the organization, a graphical programming interface that allows the organization to modify the call flow route using a series of drop-down menus and other graphical components, said display also indicating options available to the organization for transmitting incoming call data within the organization;
- adding, to the computerized display of the organization, a graphical indication of a modification made by the organization to the call flow route using the series of drop down menus and other graphical components;
- and
- presenting, on the computerized display of the organization, a graphical indication of a subsequent modification made by cloud-based contact center to the call flow route.
A graphically interactive voice response (IVR) system in a cloud-based contact center for processing customer communications featuring customer-based graphical programming, said system comprising a memory, a call management subsystem, and a processor for:
- providing, to an organization, a cloud-based contact center infrastructure for receiving calls made to the organization from a plurality of customers, and routing said calls to a plurality of agents of the organization in accordance with a call flow route;
- presenting, on a computerized display of the organization, a graphical programming interface that allows the organization to modify the call flow route using a series of drop-down menus and other graphical components, said display also indicating options available to the organization for transmitting incoming call data within the organization;
- adding, to the computerized display of the organization, a graphical indication of a modification made by the organization to the call flow route using the series of drop down menus and other graphical components;
- and
- presenting, on the computerized display of the organization, a graphical indication of a subsequent modification made by cloud-based contact center to the call flow route.
A non-transitory computer-readable medium comprising computer-readable instructions for an interactive voice response (IVR) system in a cloud-based contact center featuring customer-based graphical programming that, when executed by a processor, cause the processor to:
- provide, to an organization, a cloud-based contact center infrastructure for receiving calls made to the organization from a plurality of customers, and routing said calls to a plurality of agents of the organization in accordance with a call flow route;
- present, on a computerized display of the organization, a graphical programming interface that allows the organization to modify the call flow route using a series of drop-down menus and other graphical components, said display also indicating options available to the organization for transmitting incoming call data within the organization;
- add, to the computerized display of the organization, a graphical indication of a modification made by the organization to the call flow route using the series of drop down menus and other graphical components;
- and
- present, on the computerized display of the organization, a graphical indication of a subsequent modification made by cloud-based contact center to the call flow route.
Dependencies are inferred from the claim text.