Automated voice system for improving agent efficiency and improv

Details Automated voice system for improving agent efficiency and improv Automated voice system for improving agent efficiency and improv

1994-04-29

1996-04-23

Hofsass, Jeffery

Telephonic communications

Audio message storage, retrieval, or synthesis

Multilingual system or operation

379 77, 379162, 379214, 379265, 379266, H04M 1274, H04M 1110

Patent

active

055111122

ABSTRACT:
A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disconnected from the call and a message playing device, which may also replay the spoken name, is activated. If the response from the connected party indicates that an agent's attention is again needed then the same or a different agent is connected to the call. In addition, a party on hold is provided an estimate of the time before an agent becomes available and/or the number of parties ahead in the holding queue.

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Advertisement by Rockwell International, Downers Grove, Ill., p. 17 of the Apr. 1991 Issue of Inbound/Outbound Magazine.
Inter Dial Brochure by Intervoice, Dallas, Tex., believed to be dated Jan. 1991.

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