Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2011-04-05
2011-04-05
Addy, Thjuan K (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S207150, C379S265050, C379S265120
Reexamination Certificate
active
07920693
ABSTRACT:
Call center management with at home agent access based on caller language is provided herein. Calls from customers of a client are received at an interactive voice recognition (IVR) system, which determines a language of the caller by detecting the language or language selection by keypad entry. The IVR system determines an available at home agent with the proper language skills and forwards the call to be processed by the at home agent. The at home agents can call the call center to set their status. Information associated with the call may be collected and used by associated system(s) such as quality control, status monitoring, financial processing, and the like.
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Horgan Jamie
MacDonald Thomas
Sharpe Bruce
Addy Thjuan K
Gradisar Stanley J.
Stanley J Gradisar Attorney At Law LLC
Teletech Holdings, Inc.
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