US 7,127,495 B2 · Correlating information between internet and call center environments

Abstract

Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer. As a result, customer acquisition and sales tools more powerful than a mere click-to-callback tool can be made available with a combined marketing approach using the Web and call centers.

Claims14

Dependent claims

A method of correlating information between a call center associated with a subscriber and a packet network linked in an on-going interactive communication session with a user, the correlation occurring at a network service platform coupled to both the packet network and a telecommunications network, the method comprising:

receiving information at the network service platform from the packet network, the received information corresponding to at least one characteristic of the on-going interactive communication session;
transmitting the received information from the network service platform to the call center over the telecommunication network;
based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network;
maintaining a continued association between the user and the packet network through the on-going interactive communication session during the established telecommunications session, including passing information between the on-going interactive communication session and the established telecommunications session through the network service platform;
receiving a page push signal at the network service platform, the page push signal corresponding to at least one of a plurality of web pages;
and
pushing the at least one of the plurality of web pages corresponding to the page push signal to the user during the interactive communication session.

4 more elements

A method of correlating information between a call center associated with a subscriber and a packet network linked in an interactive session with a user, comprising:

receiving information at a network service platform from the packet network, the received information corresponding to at least one characteristic of the interactive communication session;
transmitting the received information from the network service platform to the call center over a telecommunications network;
based on the at least one characteristic, establishing a telecommunications session between the user and the call center over the telecommunication network;
maintaining a continued association between the user and the packet network through the on-going interactive communication session during the established telecommunications session, including passing information between the on-going interactive communication session and the established telecommunications session through the network service platform;
and
pushing at least one web page to the user during the on-going interactive communication session based on an interaction between the network service platform and the call center while the telecommunications session between the user and the call center is being established.

3 more elements

Dependencies are inferred from the claim text.

Correlating information between internet and call center environments

Life of this patent

Correlating information between internet and call center environments

Life of this patent

Abstract

Claims14