Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2004-08-03
2009-11-24
Nguyen, Quynh H (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265020, C379S265090, C379S266100, C379S309000, C705S001100
Reexamination Certificate
active
07623650
ABSTRACT:
A computer-implemented method for providing customer service, comprising providing an external user interface (UI) remotely accessible by customers via a global computer information network; providing an internal UI accessible by call-center customer service representatives (CSRs); retrieving from databases and displaying information on the internal and external UIs; automatically storing information entered via the internal UI and information entered via the external UI in the databases; and receiving and automatically processing instructions entered via the internal UI and instructions entered via the external UI. The internal and external UI each include a shared website browser that displays information in a specific format, has a specific functionality, and receives information for processing. The internal UI also comprises one or more limited access browsers accessible only by the CSR, including a client search and/or data display browser; a contact history browser; a customer needs assessment browser, or a combination thereof.
REFERENCES:
patent: 5267148 (1993-11-01), Kosaka et al.
patent: 5862330 (1999-01-01), Anupam et al.
patent: 5933816 (1999-08-01), Zeanah et al.
patent: 5974135 (1999-10-01), Breneman et al.
patent: 5991796 (1999-11-01), Anupam et al.
patent: 6012042 (2000-01-01), Black et al.
patent: 6012044 (2000-01-01), Maggioncalda et al.
patent: 6070185 (2000-05-01), Anupam et al.
patent: 6108711 (2000-08-01), Beck et al.
patent: 6151020 (2000-11-01), Palmer et al.
patent: 6192394 (2001-02-01), Gutfreund et al.
patent: 6196846 (2001-03-01), Berger et al.
patent: 6212178 (2001-04-01), Beck et al.
patent: 6230171 (2001-05-01), Pacifici et al.
patent: 6230197 (2001-05-01), Beck et al.
patent: 6253228 (2001-06-01), Ferris et al.
patent: 6295551 (2001-09-01), Roberts et al.
patent: 6349290 (2002-02-01), Horowitz et al.
patent: 6360250 (2002-03-01), Anupam et al.
patent: 6377944 (2002-04-01), Busey et al.
patent: 6411989 (2002-06-01), Anupam et al.
patent: 6430567 (2002-08-01), Burridge
patent: 6487195 (2002-11-01), Choung et al.
patent: 6581105 (2003-06-01), Miloslavsky et al.
patent: 6668273 (2003-12-01), Rust
patent: 6675216 (2004-01-01), Quatrano et al.
patent: 6687877 (2004-02-01), Sastry et al.
patent: 6732145 (2004-05-01), Aravamudan et al.
patent: 6748420 (2004-06-01), Quatrano et al.
patent: 6754693 (2004-06-01), Roberts et al.
patent: 6826194 (2004-11-01), Vered et al.
patent: 6871213 (2005-03-01), Graham et al.
patent: 6950852 (2005-09-01), Kobayaghi et al.
patent: 7003550 (2006-02-01), Cleasby et al.
patent: 7043529 (2006-05-01), Simonoff
patent: 7051068 (2006-05-01), Kawase et al.
patent: 7062465 (2006-06-01), Shafiee et al.
patent: 7127495 (2006-10-01), Brown et al.
patent: 7130885 (2006-10-01), Chandra et al.
patent: 7149776 (2006-12-01), Roy et al.
patent: 7174505 (2007-02-01), Nakagawa et al.
patent: 2001/0044676 (2001-11-01), Macleod Beck et al.
patent: 2001/0054064 (2001-12-01), Kannan
patent: 2002/0016788 (2002-02-01), Burridge
patent: 2002/0038388 (2002-03-01), Netter
patent: 2002/0138624 (2002-09-01), Esenther
patent: 2003/0105819 (2003-06-01), Kim et al.
patent: 2004/0083113 (2004-04-01), Cao et al.
patent: 2004/0133639 (2004-07-01), Shuang et al.
Esenther, Alan W., “Instant Co-Browsing: Lightweight Real-Time Collaborative Web Browsing,” Conference Proceedings of the Eleventh International World Wide Web Conference (WWW2002), May 2002, 11 pp., Honolulu, HI.
Esenther, Alan W., “Instant Co-Browsing: Lightweight Real-Time Collaborative Web Browsing,” Conference Proceedings of the Eleventh International World Wide Web Conference (WWW2002), May 2002, 4 pp., Honolulu, HI.
Jacobs, S., et al., “Filing HTML Forms Simultaneously: CoWeb Architecture and Functionality,” Computer Networks and ISDN Systems, May 1996, n.28, pp. 1385-1395.
Kobayashi, M., et al., “Collaborative Customer Services Using Synchronous Web Browser Sharing,” Proceedings of the 1998 ACM Conference on Computer Supported Cooperative Work, Nov. 14-18, 1998, p. 99-108, ACM Press, New York, NY, U.S.
Puglia, S., et al, “MultiECommerce: A Distributed Architecture for Collaborative Shopping of the WWW,” Proceedings of the 2ndACM Conference of Electronic Commerce, Oct. 17-20, 2000, p. 215-224, ACM Press, New York, NY, U.S.
Dalton John W.
Dalton Richard
Dowds Jeffrey E.
Krauss Catherine B.
Lanyon Saundra K.
Nguyen Quynh H
RatnerPrestia
The Vanguard Group, Inc.
LandOfFree
Universal multi-browser interface for customer service... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Universal multi-browser interface for customer service..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Universal multi-browser interface for customer service... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4096486