Computer product, outbound-operation support apparatus, and...

Details Computer product, outbound-operation support apparatus, and... Computer product, outbound-operation support apparatus, and...

2007-07-27

2010-11-23

Kuntz, Curtis (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265020, C379S265060, C379S265070, C379S265110, C379S265130, C379S266010, C379S266020, C379S266030

Reexamination Certificate

active

07839991

ABSTRACT:
An outbound-operation support apparatus extracts a set of materials corresponding to received contents of an operation from a material database (DB) and extracts a theme and a knowledge-level value having a success rate larger than a predetermined threshold value from a value DB. Thereafter, a set of customer identifications corresponding to each of the extracted themes and the knowledge-level values is extracted from another value DB, and customer information corresponding to each of the customer identifications is extracted from a customer DB. The extracted material and the customer information are associated with each another and transmitted to an outbound agent terminal.

REFERENCES:
patent: 5465286 (1995-11-01), Clare et al.
patent: 6751310 (2004-06-01), Crossley
patent: 7555114 (2009-06-01), Stahr
patent: 2003/0174830 (2003-09-01), Boyer et al.
patent: 2005/0226403 (2005-10-01), Lenard
patent: 2006/0062376 (2006-03-01), Pickford
patent: 2007/0041557 (2007-02-01), Chatterjee et al.
patent: 2004-355108 (2004-12-01), None

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