Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2010-05-21
2011-11-29
Anwah, Olisa (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S267000, C379S142060, C379S265090
Reexamination Certificate
active
08068603
ABSTRACT:
A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a database for a customer account or a business agreement based on information provided by the customer to the call agent. It further includes searching the database optionally for a premises that is either dependent of the customer account or business agreement or that is independent of the customer account or business agreement. It still further includes determining a contract corresponding to the premises and the customer account or business agreement. It also includes a search process that is completely flexible regarding search criteria and sequence. It finally includes dealing with the customer to resolve an issue related to the contract.
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Berendt Hardy
Conrad Peter
Anwah Olisa
Foley & Lardner LLP
SAP (AG)
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