Telephone call processing in an interactive voice response...

Details Telephone call processing in an interactive voice response... Telephone call processing in an interactive voice response...

2006-06-20

2006-06-20

Tsang, Fan (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S088010, C379S088180

Reexamination Certificate

active

07065201

ABSTRACT:
The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu messages are arranged and played to the caller in the order of the most frequently requested tasks and include terminology commonly used by customers.

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