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US 8,045,697 B1Granted
Method and apparatus for interfacing a customer with a call center
AssigneeNortel Networks Limited
InventorPaul Martin
Life of this patent
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AssigneeNortel Networks Limited
InventorPaul Martin
Estimating the term…
A method and apparatus for interfacing a customer with a call center allows information obtained from a Radio Frequency Identification (RFID) tag to be transmitted to the call center to provide additional information about the customer and allow the session to be routed within the call center more accurately. The call center may be accessed by telephone, computer, or via another type of customer premises equipment over a voice or data network. The RFID tag may be an identification tag provided to the customer for access to the call center or may be a tag associated with the customer and not specific to the call center. The call center may route calls based on routing information contained in the RFID tag information, customer identity and previous sessions with that customer, personal and demographic information and statistical support records for other sessions involving customers with similar personal and demographic information, and according to agent statistical support records.
A method for interfacing a customer with a call center, the method comprising the steps of:
A method for interfacing a customer with a call center, the method comprising the steps of:
A non-transitory computer-readable medium containing data and instructions which, when loaded into one or more processors of a computer server at a call center, cause the one or more processors to implement a method of interfacing a customer with the call center, the method comprising the steps of:
Dependencies are inferred from the claim text.