Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2007-05-29
2007-05-29
Deane, Jr., William J. (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S266010
Reexamination Certificate
active
09578723
ABSTRACT:
A method is provided that identifies and categorizes the reason a customer contacts a customer service center, i.e. the customer's goal or problem. In addition, the method allows the customer to be categorized into a set of behavior-based groupings. This integration of goal and customer categorization establishes the foundation to optimally direct the customer's request through an appropriate center. This method can collect information regarding the customer's behavior and can use that behavioral information to determine the optimal manner for handling the customer request.
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Bushey Robert R.
Martin John M.
Mauney Jennifer M.
Deane, Jr. William J.
Greenblum & Bernstein P.L.C.
SBC Technology Resources Inc.
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