Method and system for integrating a plurality of call center age

Details Method and system for integrating a plurality of call center age Method and system for integrating a plurality of call center age

1993-09-01

1997-04-15

Matar, Ahmad F.

Telephonic communications

Centralized switching system

Call distribution to operator

379 96, 379113, H04M 350

Patent

active

056217897

ABSTRACT:
A system for integrating a plurality of call center agent subsystem modules to assist a call center agent in efficiently responding to customer calls includes a workstation that has a central processing unit for interfacing the call center agent with a call distribution system. Within the workstation, there are a plurality of modules that are integrated in a way that significantly improves the call center agent's ability to provide completely responsive and efficient service to customers. The integrated modules of the present invention deliver at a single place under the control of the call center agent voice, data, and images by which the agent can completely service a customer call.

REFERENCES:
patent: 4510351 (1985-04-01), Costello et al.
patent: 4694483 (1987-09-01), Cheung
patent: 4763353 (1988-08-01), Canale
patent: 5179589 (1993-01-01), Syu
patent: 5299260 (1994-03-01), Shaio
patent: 5499291 (1996-03-01), Kepley
ISD/ACD Infoswitch Digital Automatic Call Distributor, Product Specification, Document #610061, pp. 8-27.
Aspect Call Center, Product Specification, Release 2-0, Chapters 10, 11 and 13, May 23, 1988.

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