公开(公告)号：US20060140375A1

公开(公告)日：2006-06-29

申请号：US11025617

申请日：2004-12-29

申请人： Jonathan Paden ,  Bobby Sams ,  Paul Dent ,  Scott Newman ,  Jon Harris ,  Stanford Pennington

发明人： Jonathan Paden ,  Bobby Sams ,  Paul Dent ,  Scott Newman ,  Jon Harris ,  Stanford Pennington

IPC分类号： H04M3/42

CPC分类号： H04M3/50 ,  H04M3/304 ,  H04M3/42059 ,  H04M3/487 ,  H04M2203/2016

摘要： An automated IVR apparatus for notifying entities of costumer-specific information. An automated IVR application that enables subscribers to check the status of their DSL line and to report problems in real time. A “Service Restoration Callback” application enables a service provider to automatically contact a customer via telephone when service is restored after an outage. The customer can configure parameters concerning the received callback. An outage detection module checks all available systems for the status of a customer's service on a real-time, customer-by-customer, call-for-call basis.

摘要翻译： 一种用于向实体通知客户特定信息的自动化IVR设备。 一种自动IVR应用程序，使用户能够检查DSL线路的状态并实时报告问题。 “服务恢复回拨”应用程序使服务提供商能够在停电后恢复服务时通过电话自动联系客户。 客户可以配置有关接收回调的参数。 中断检测模块可以实时，逐个客户，呼叫方式检查所有可用系统的客户服务状态。

公开(公告)号：US20050053224A1

公开(公告)日：2005-03-10

申请号：US10970236

申请日：2004-10-21

申请人： Stanford Pennington ,  Melissa Oldenburg ,  Benjamin Schubert ,  Kurt Joseph ,  Mary Griffitt ,  Krisinda Guerrero

发明人： Stanford Pennington ,  Melissa Oldenburg ,  Benjamin Schubert ,  Kurt Joseph ,  Mary Griffitt ,  Krisinda Guerrero

IPC分类号： G06Q30/02 ,  G06Q30/06 ,  H04M3/51 ,  H04M3/00 ,  H04M5/00

CPC分类号： G06Q30/02 ,  G06Q30/0601 ,  H04M3/42059 ,  H04M3/42068 ,  H04M3/5133 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2242/22

摘要： A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and two or more purpose classifications for selection by the CSR. The purpose classifications may include (a) an add classification for customer requests to add a new product to an account and (b) a remove classification for customer requests to remove an existing product from the account. A page generator may receive input from the CSR selecting one of the purpose classifications and one of the products as pertinent to the call. In response, the page generator may automatically displaying a customized page with scripted text for the CSR to read to the customer. The scripted text may correspond specifically both to the selected purpose classification and to the selected product.

公开(公告)号：US20070206757A1

公开(公告)日：2007-09-06

申请号：US11745625

申请日：2007-05-08

申请人： Stanford Pennington ,  Melissa Oldenburg ,  Benjamin Schubert ,  Kurt Joseph ,  Mary Griffitt ,  Krisinda Guerrero

发明人： Stanford Pennington ,  Melissa Oldenburg ,  Benjamin Schubert ,  Kurt Joseph ,  Mary Griffitt ,  Krisinda Guerrero

IPC分类号： H04M11/00

CPC分类号： G06Q30/02 ,  G06Q30/0601 ,  H04M3/42059 ,  H04M3/42068 ,  H04M3/5133 ,  H04M3/5183 ,  H04M2201/38 ,  H04M2242/22

摘要： A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and two or more purpose classifications for selection by the CSR. The purpose classifications may include (a) an add classification for customer requests to add a new product to an account and (b) a remove classification for customer requests to remove an existing product from the account. A page generator may receive input from the CSR selecting one of the purpose classifications and one of the products as pertinent to the call. In response, the page generator may automatically displaying a customized page with scripted text for the CSR to read to the customer. The scripted text may correspond specifically both to the selected purpose classification and to the selected product.

摘要翻译： 所公开的方法提供自动脚本以指导客户服务代表（CSR）处理来自客户的呼叫。 该方法中的操作可能包括显示产品和两个或多个用途分类供CSR选择。 目的分类可以包括（a）为客户向客户添加新产品的请求的添加分类，以及（b）从客户端删除现有产品的客户请求的删除分类。 页面生成器可以从CSR中接收输入，其中选择目的分类之一，并且与呼叫相关的一个产品。 作为响应，页面生成器可以自动显示具有脚本文本的定制页面，以供CSR读取。 脚本文本可以具体对应于所选择的目的分类和所选择的产品。