发明授权
- 专利标题： Telephone call processing in an interactive voice response call management system
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申请号： US09917746申请日： 2001-07-31
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公开(公告)号： US07065201B2公开(公告)日： 2006-06-20
- 发明人: Robert R. Bushey , Yanira Marbella Bowen , Ruth Elaine Lawrence , John Mills Martin , Denise Quackenbush , Rachel Beth Simon
- 申请人： Robert R. Bushey , Yanira Marbella Bowen , Ruth Elaine Lawrence , John Mills Martin , Denise Quackenbush , Rachel Beth Simon
- 申请人地址： US TX Austin US TX San Antonio US CA San Francisco
- 专利权人： SBC Technology Resources, Inc.,SBC Services, Inc.,Pacific Bell Telephone
- 当前专利权人： SBC Technology Resources, Inc.,SBC Services, Inc.,Pacific Bell Telephone
- 当前专利权人地址： US TX Austin US TX San Antonio US CA San Francisco
- 代理机构： Greenblum & Bernstein, P.L.C.
- 主分类号： H04M3/00
- IPC分类号： H04M3/00 ; H04M1/64
摘要：
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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