US 8,526,922 B1Granted

Integrating two-dimensional barcodes and embedded links with call center operation

AssigneeNoble Systems Corporation

InventorKarl H. Koster

Life of this patent

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Abstract

In various embodiments, advertising campaigns can be defined that incorporate technologies such as two-dimensional bar codes or embedded links in electronic material, for directing a user to communicate with a call center. For instance, in particular embodiments, the reading of a two-dimensional bar code may cause a communication to be sent to, and received at, the call center, where a calling campaign associated with an advertising campaign is identified using information associated with the communication. Likewise, in particular embodiments, the activation of an embedded link may cause a communication to be sent to publisher, who then sends a communication to the call center. Upon determining the calling campaign, an appropriate agent is selected and a communication, such as a voice call, is initiated to the user. In particular instances, if a no-answer condition is reached as a result of the communication, another communication may be scheduled for a later time.

Claims17

Dependent claims

A computer implemented method for integrating use of a two-dimensional barcode (“2D Barcode”) with a call center comprising:

receiving a text message at a computer in the call center sent by a camera-equipped mobile device operated by a user in response to reading the 2D Barcode provided on an advertisement,
wherein the 2D Barcode is encoded to indicate an action to be performed by the camera-equipped mobile device, and
wherein the action comprises transmitting the text message to a destination address for requesting a subsequent communication comprising a voice call associated with a product or service indicated by the advertisement;
determining a calling campaign in the computer in the call center by analyzing the text message comprising the destination address, wherein the calling campaign is associated with the 2D Barcode on the advertisement;
selecting an agent in the call center for the subsequent communication to the user of the mobile device;
displaying information of the calling campaign on a display of a workstation of the agent;
originating the voice call from the call center as the subsequent communication to an originating number based on the text message sent from the mobile device, the voice call associated with the agent;
detecting by the computer in the call center a no-answer condition of the voice call to the originating number;
updating a contact information database in the call center indicating the no-answer condition of the voice call to the originating number;
and
after detecting the no-answer condition of the voice call, transmitting a response text message to the originating number from the call center.

8 more elements

A system for responding to a text message with a voice call, the system comprising:

a processing device in a call center configured to receive a text message sent by a camera-equipped mobile device operated by a user in response to reading a 2D Barcode provided on an advertisement,
wherein the 2D Barcode is encoded to indicate an action to be performed by the camera-equipped mobile device, and
wherein the action to be performed by the camera-equipped mobile device comprises transmitting a text message to a destination address for requesting a subsequent communication comprising a voice call associated with a promotion indicated in the advertisement,
wherein the processing device is configured to
determine a calling campaign by analyzing the text message comprising the destination address, wherein the calling campaign is associated with the 2D Barcode on the advertisement,
select an agent in the call center for the subsequent communication to the user of the mobile device,
cause a workstation used by the agent to display calling campaign information, and
cause a dialer to originate the voice call from the call center as the subsequent communication to an originating number based on the text message sent from the mobile device, wherein the voice call is associated with the workstation used by the agent,
detect a no-answer condition of the voice call to the originating number,
update a contact information database in the call center indicating the no-answer condition of the voice call to the originating number;
and
after detecting the no-answer condition of the voice call, transmit a response text message to the originating number from the call center,
wherein the contact information database is configured to receive and store at least a portion of the text message.

10 more elements

A non-transitory computer readable storage medium having instructions stored thereon, which when executed by a processor cause the processor to:

receive a text message sent by a camera-equipped mobile device operated by a user in response to reading a 2D Barcode provided on an advertisement,
wherein the 2D Barcode is encoded to indicate an action to be performed by the camera-equipped mobile device, and
wherein the action to be performed by the camera-equipped mobile device comprises transmitting a text message to a destination address for requesting a subsequent communication comprising a voice call associated with a promotion indicated in the advertisement;
determine a calling campaign by analyzing the text message comprising the destination address, wherein the calling campaign is associated with the 2D Barcode on the advertisement;
select an agent in a call center for the subsequent communication to the user of the mobile device;
cause a workstation used by the agent to display information of the calling campaign;
cause a dialer to originating the voice call from the call center as the subsequent communication to an originating number associated with the mobile device, wherein the voice call is associated with the workstation used by the agent;
detect a no-answer condition of the voice call to the originating number;
update a contact information database indicating the no-answer condition of the voice call to the originating number;
after detecting the no-answer condition of the voice call, transmit a response text message to the originating number;
and
update the contact information database configured to receive and store at least a portion of the text message.

9 more elements

Dependencies are inferred from the claim text.

Facts

Application: 13/461,515Filed 1 May 2012
Granted: 3 Sep 2013
Term ends: Not estimatedThe source records don’t support an estimate.

Classification30 codes

G06Q 20/349
Using cards, e.g. integrated circuit [IC] cards or magnetic cards: rechargeable cards
G06K 7/10821
By scanning of the records by radiation in the optical part of the electromagnetic spectrum: further details of bar or optical code scanning devices
G06K 7/1417
The method being specifically adapted for the type of code: 2D bar codes
G06K 7/1439
Methods for optical code recognition: including a method step for retrieval of the optical code