Call center integration with operator services databases

Details Call center integration with operator services databases Call center integration with operator services databases

1997-04-11

1999-11-16

Wolinsky, Scott

Telephonic communications

Centralized switching system

Call distribution to operator

379211, 379266, H04M 342

Patent

active

059871164

ABSTRACT:
A call servicing system allows service agents to service calls from customers. The system includes local customer switches, local agent switches, and a customer database connected to a network call center. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. The customer database stores information regarding the customers sending the calls. The network call center receives a call from a first one of the customers, queries the customer database to retrieve customer information corresponding to the first customer, and concurrently routes the customer call and the corresponding customer information to one of the service agents.

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