Electrical computers and digital processing systems: multicomput – Remote data accessing
Reexamination Certificate
2006-10-24
2006-10-24
Vu, Thong (Department: 2142)
Electrical computers and digital processing systems: multicomput
Remote data accessing
C709S219000, C379S091010, C379S093030, C379S201060, C379S219000
Reexamination Certificate
active
07127495
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.
REFERENCES:
patent: 5113430 (1992-05-01), Richardson, Jr. et al.
patent: 5247347 (1993-09-01), Litteral et al.
patent: 5337044 (1994-08-01), Folger et al.
patent: 5664115 (1997-09-01), Fraser
patent: 5675507 (1997-10-01), Bobo, II
patent: 5708780 (1998-01-01), Levergood et al.
patent: 5710887 (1998-01-01), Chelliah et al.
patent: 5715444 (1998-02-01), Danish et al.
patent: 5737592 (1998-04-01), Nguyen et al.
patent: 5764910 (1998-06-01), Shachar
patent: 5784058 (1998-07-01), LaStrange et al.
patent: 5812776 (1998-09-01), Gifford
patent: 5835724 (1998-11-01), Smith
patent: 5838682 (1998-11-01), Dekelbaum et al.
patent: 5884032 (1999-03-01), Bateman et al.
patent: 5901287 (1999-05-01), Bull et al.
patent: 6249291 (2001-06-01), Popp et al.
patent: 6385646 (2002-05-01), Browen et al.
patent: 2116801 (1994-03-01), None
patent: 2150150 (1995-05-01), None
patent: 0 633 685 (1995-01-01), None
patent: 0 740 445 (1996-10-01), None
3_96Artikel ; http://www.inigraphics.net/publications/topics/1996/issue3/3_96Artikel.pdf.
JGR On The Web ; www.jgrweb.com/JGRb0.7/guide.html.
Experiences in Developing Collaborative Applications Using the World Wide Web “Shell”; www.cs.unc.edu/˜barman/HT96/P33/camera.html.
Multi Call: Webcall—a real Virtual Call Centre?, Nov. 1995, Communications Ltd.
MacPherson G:Why Call Centers Won't Escape the World Wide Web,Business Communications Review, US, Hinsdale, IL, Jun. 1, 1996, pp. 39-41.
C. Low:The Internet Telephony Red Herring,HP Laboratories Technical Report, May 15, 1996, pp. 1-15.
S. Jacobs et al.:Filling HTML Forms Simultaneously: CoWeb—Architecture and Functionality,Computer Networks and ISDN Systems, NL, North Holland Publishing, Amsterdam, vol. 28, No. 11, May 1, 1996, pp. 1385-1395.
B. Walker:Paving the Way for a Paperless Empire,Network Week, GB, APT Data Services, London, vol. 1, No. 42, Jul. 10, 1996, pp. 29-30.
Kaufman H.:Call Centers in Cyberspace,Communications News, vol. 34, No. 7, Jul. 1, 1997, pp. 20-21.
Aspect Telecommunications—Agility™,Aspect Call Center® and Aspect EnterpriseAccess,2 pp. copyright 1996, 2 pp. copyright 1995.
Edify Corporation, Santa Clara, CA:What Is Page Call™? 1 p.;CyberSpace Meets Computer Telephony—The Voice Enabled Web,6 pp.
Edify Corporation, Santa Clara, CA:Edify Solutions,Banking Demo, 1 p.;Edify Products—About the Electronic Workforce,copyright 1995, 1 p.;Edify—The electronic Workforce,What's inside the Electronic Workforce? 2 pp.; Software for Interactive Services, 2 pp.; Customer Service, 3 pp.; Specifications for the Electronic Workforce, 2 pp.; copyright 1995-1996.
Genesys Telecommunications Laboratories, Inc., Atlanta, Dec. 5, 1995 Press Release, 1 page;Genesys Canada Press Release,Feb. 9, 1996, 1 page;Advanced Intelligent Internet,1 page;Corporate Overview,3 pp.;Product Suite,1 page;T-Server,2 pages,Call Router,3 pages;Call Center Manager,3 pages;Concentrator,1 page;SoftPhone,2 pages.
Rockwell International Corp., Downers Grove, IL, 1995:Blending Personal Response with the Internet,by Tony Dezonno and Joe Anderson, 4 pp.
Scopus Technology, Inc.:Webteam,1996, 13 pages.
Scopus Products,7 pp., 1996 copyright,Scopus Products Overview,3 pp., 1996 copyright.
Spanlink Communications, Minneapolis, MN:Extra-Agent™, WebCall™,4 pages.
AT&T:WebCall™ Schematic,1996, 1 page; News Release, Dec. 4, 1995:AT&T, Spanlink to provide secure Internet links,2 pp.
Spanlink Communications, Minneapolis, MN:Spanlink Introduces WebCall™ Service Bureau,2 pp.;WebCall product Info.,1995, 2 pp.
Venturian Software, Hopkins, MN:Leading the Way in Internet Telephony,3 pp.
Call Center Magazine:Connecting Your Call Center to the Web,May 1996, 3 pp.
Individual, Inc., Burlington, MA:Edify and InterLynx Team to Deliver Self-Service Human Resources Solution to Office Depot; Solution to Provide 22,300 employees Self-Service Benefits Enrollment,Apr. 7, 1995, 2 pp.
Individual, Inc., Burlington, MA:Promus Hotel Corp. Streamlines Call Center with Computer Telephony Integration from Edify; 300 Reservation Agents to Receive CTI Screen Pop From Edify Software,Jul. 5, 1995, 2 pp.
Individual, Inc., Burlington, MA:Aspect Telecommunications Announces Plans to Offer World Wide Web Solutions for Call Centers; New Web Interaction Capabilities for Agility will Transform Call Centers Into Even More Powerful Customer Information Transaction Centers,Sep. 20, 1995, 2 pp.
Individual, Inc., Burlington, MA:Call Centers Go On-Line,Jan. 4, 1996, 2 pp.
Individual, Inc., Burlington, MA:Computer, Technology Tie-Ten Knot,Mar. 29, 1996, 3 pp.
Individual, Inc., Burlington, MA:ECS Competitive News,Aug. 18, 1995 Phillips Publishing, Inc., 3 pp.
Brown Sanford Samuel
Danyluk Oleh George
Grippo Ronald V.
AT&T Corp.
Vu Thong
LandOfFree
Correlating information between internet and call center... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Correlating information between internet and call center..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Correlating information between internet and call center... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3686416