Generalized customer profile editor for call center services

Details Generalized customer profile editor for call center services Generalized customer profile editor for call center services

1997-05-20

1999-09-14

Zele, Krista

Telephonic communications

Centralized switching system

Call distribution to operator

379 10, 379 9324, 379201, H04M 300, H04M 342

Patent

active

059534060

ABSTRACT:
A profile editor is provided for creating and editing customer profiles. The customer profiles hold information regarding customers of a call center. Each customer profile encapsulates information regarding call flow of a call serviced by the call center on behalf of the customer. For example, a customer profile may hold product information, pricing information, shipping information, call flow information, scripts, and other information for a customer that may be used by an operator to service a call on behalf of the customer. The profile editor may also include a test operator console program to test how an operator console program that is used to assist an operator in servicing calls on behalf of a customer in the call center will use a customer profile.

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