Proactive call and contact center system

Details Proactive call and contact center system Proactive call and contact center system

2001-01-18

2008-03-11

Borissov, Igor N. (Department: 3628)

Electrical computers and digital processing systems: multicomput

Computer network managing

Computer network monitoring

C705S001100, C714S048000

Reexamination Certificate

active

07343406

ABSTRACT:
A proactive call center which detects problems, resolves the problems, and then contacts the customers before customers initiate calls themselves. In the present invention, the workflow process is monitored to ensure that a transaction is completed without problems. If a problem occurs, a call center agent is notified of the problem. The call center agent can then take immediate steps to research the problem, fix the problem, or otherwise find alternative solutions to help ameliorate the problem. The call center agent then contacts the customer to explain the problem and what steps were taken to address the problem. By proactively taking steps to address problems as they occur rather than in response to customer complaints, businesses can maintain goodwill.

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Look Smart; Find Articles: AT&T, MCI to Release New Management Tools; Jan. 1994; 3 pages.

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