DE69232250D1 - Automatisiertes Sprachsystem zur Verbesserung der Bedienereffizienz und zur Verbesserung des Dienstes für Teilnehmer in Wartestellung - Google Patents

Automatisiertes Sprachsystem zur Verbesserung der Bedienereffizienz und zur Verbesserung des Dienstes für Teilnehmer in Wartestellung

Info

Publication number
DE69232250D1
DE69232250D1 DE69232250T DE69232250T DE69232250D1 DE 69232250 D1 DE69232250 D1 DE 69232250D1 DE 69232250 T DE69232250 T DE 69232250T DE 69232250 T DE69232250 T DE 69232250T DE 69232250 D1 DE69232250 D1 DE 69232250D1
Authority
DE
Germany
Prior art keywords
call handling
inbound call
hold
agents
improve
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Expired - Lifetime
Application number
DE69232250T
Other languages
English (en)
Inventor
Aleksander Szlam
Ii Charles L Warner
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Inventions Inc
Original Assignee
Inventions Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Inventions Inc filed Critical Inventions Inc
Application granted granted Critical
Publication of DE69232250D1 publication Critical patent/DE69232250D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2061—Language aspects
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6018—Subscriber or terminal logon/logoff
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/428—Arrangements for placing incoming calls on hold
    • H04M3/4285—Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/48—Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
DE69232250T 1991-05-20 1992-05-11 Automatisiertes Sprachsystem zur Verbesserung der Bedienereffizienz und zur Verbesserung des Dienstes für Teilnehmer in Wartestellung Expired - Lifetime DE69232250D1 (de)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US07/703,158 US5309505A (en) 1991-05-20 1991-05-20 Automated voice system for improving agent efficiency and improving service to parties on hold

Publications (1)

Publication Number Publication Date
DE69232250D1 true DE69232250D1 (de) 2002-01-17

Family

ID=24824261

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69232250T Expired - Lifetime DE69232250D1 (de) 1991-05-20 1992-05-11 Automatisiertes Sprachsystem zur Verbesserung der Bedienereffizienz und zur Verbesserung des Dienstes für Teilnehmer in Wartestellung

Country Status (5)

Country Link
US (2) US5309505A (de)
EP (2) EP0515068B1 (de)
AT (1) ATE210352T1 (de)
CA (1) CA2068681C (de)
DE (1) DE69232250D1 (de)

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ATE210352T1 (de) 2001-12-15
EP0982916A3 (de) 2002-01-16
EP0515068B1 (de) 2001-12-05
EP0982916A2 (de) 2000-03-01
CA2068681A1 (en) 1992-11-21
US5511112A (en) 1996-04-23
CA2068681C (en) 2000-10-31

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