US 5,953,406 A · Generalized customer profile editor for call center services

Abstract

A profile editor is provided for creating and editing customer profiles. The customer profiles hold information regarding customers of a call center. Each customer profile encapsulates information regarding call flow of a call serviced by the call center on behalf of the customer. For example, a customer profile may hold product information, pricing information, shipping information, call flow information, scripts, and other information for a customer that may be used by an operator to service a call on behalf of the customer. The profile editor may also include a test operator console program to test how an operator console program that is used to assist an operator in servicing calls on behalf of a customer in the call center will use a customer profile.

Claims18

Dependent claims

In a computer system, a method for gathering data for a call center, comprising the computer-implemented steps of:

providing a profile editor for editing a customer profile for a customer of the call center;
using the profile editor to create the customer profile for the customer, said customer profile specifying a call flow for calls to the call center for the customer;
uploading the customer profile via electronic mail over a first network;
validating data in the customer profile;
and
downloading the customer profile via a second network to applications running on a plurality of agent consoles in the call center.

3 more elements

Dependencies are inferred from the claim text.

Generalized customer profile editor for call center services

Life of this patent

Generalized customer profile editor for call center services

Life of this patent

Abstract

Claims18