Telephonic communications – Special services – Service profile
Reexamination Certificate
2005-04-26
2011-10-04
Tsang, Fan (Department: 2614)
Telephonic communications
Special services
Service profile
C379S088180
Reexamination Certificate
active
08031852
ABSTRACT:
A method and service for handling incoming customer calls. The invention uses an Access Point Model (APM) that includes an inventory of access entry points for voice, text, and/or web communication from a customer; a process network that lists the names and roles of customer contacts within the enterprise; an APM diagram of optimized pathways to be taken by particular incoming customer calls; rules for the customer contacts to follow when handling the incoming customer calls; and a synchronization of the customer calls with back-end processes within the enterprise that are responsive to instructions from the customer contacts.
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Blackwood Geraldine
Dobler Walter
Ford Jacqueline Lesley
Mohr Dieter-Leonhard
Rauf Nadina
Dillon & Yudell LLP
International Business Machines - Corporation
Mohammed Assad
Tsang Fan
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