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公开(公告)号：US20110299523A1
公开(公告)日：2011-12-08
申请号：US13205121
申请日：2011-08-08
IPC分类号： H04L12/66
CPC分类号： H04M7/003 , G06Q30/02 , H04L29/06 , H04L67/22 , H04L67/26 , H04M3/42102 , H04M3/42195 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2207/20 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13389
摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.
摘要翻译： 通过诸如电话网络和分组网络之类的电信网络可连接的呼叫中心之间的基于网络的级别的信息协调，可以改善客户与网站与呼叫中心的交互的集成和绑定。 有关客户和客户Web互动的信息随呼叫一起传递给呼叫中心代理，从而提高呼叫处理的效率和效率，改善呼叫路由。 可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。 使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。 有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。
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公开(公告)号：US07127495B2
公开(公告)日：2006-10-24
申请号：US09994772
申请日：2001-11-28
IPC分类号： G06F15/16
CPC分类号： H04M7/003 , G06Q30/02 , H04L29/06 , H04L67/22 , H04L67/26 , H04M3/42102 , H04M3/42195 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2207/20 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13389
摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer. As a result, customer acquisition and sales tools more powerful than a mere click-to-callback tool can be made available with a combined marketing approach using the Web and call centers.
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公开(公告)号：US09112952B2
公开(公告)日：2015-08-18
申请号：US13205121
申请日：2011-08-08
CPC分类号： H04M7/003 , G06Q30/02 , H04L29/06 , H04L67/22 , H04L67/26 , H04M3/42102 , H04M3/42195 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2207/20 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13389
摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer.
摘要翻译： 通过诸如电话网络和分组网络之类的电信网络可连接的呼叫中心之间的基于网络的级别的信息协调，可以改善客户与网站与呼叫中心的交互的集成和绑定。 有关客户和客户Web互动的信息随呼叫一起传递给呼叫中心代理，从而提高呼叫处理的效率和效率，改善呼叫路由。 可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。 使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。 有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。
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4.发明授权Method and system for establishing voice communications in an internet environment 失效在互联网环境中建立语音通信的方法和系统公开(公告)号：US06385646B1
公开(公告)日：2002-05-07
申请号：US08702306
申请日：1996-08-23
IPC分类号： G06F1516
CPC分类号： H04M7/003 , G06Q30/02 , H04L29/06 , H04L67/22 , H04L67/26 , H04M3/42102 , H04M3/42195 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2207/20 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13389
摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer. As a result, customer acquisition and sales tools more powerful than a mere click-to-callback tool can be made available with a combined marketing approach using the Web and call centers.
摘要翻译： 通过诸如电话网络的电信网络和诸如因特网之类的分组网络可连接的呼叫中心之间的基于网络的级别的信息的协调，可以改善客户与网站之间的互动以及与 一个呼叫中心 关于客户和客户的Web交互的信息与呼叫一起被传送到呼叫中心代理，从而提高呼叫处理的生产力和效率以及改进的呼叫路由。 可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。 使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。 有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。 因此，使用Web和呼叫中心的组合营销方法可以使客户获取和销售工具比仅仅点击回调工具更强大。
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公开(公告)号：US08019876B2
公开(公告)日：2011-09-13
申请号：US11521121
申请日：2006-09-14
IPC分类号： G06F15/16
CPC分类号： H04M7/003 , G06Q30/02 , H04L29/06 , H04L67/22 , H04L67/26 , H04M3/42102 , H04M3/42195 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2207/20 , H04Q2213/13072 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13152 , H04Q2213/13175 , H04Q2213/13389
摘要： Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as the telephone network, and a packet network, such as the Internet, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling as well as improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be “whispered” to the call center agent, and an agent may “push” Web pages for review by the customer. As a result, customer acquisition and sales tools more powerful than a mere click-to-callback tool can be made available with a combined marketing approach using the Web and call centers.
摘要翻译： 通过诸如电话网络的电信网络和诸如因特网之类的分组网络可连接的呼叫中心之间的基于网络的级别的信息的协调，可以改善客户与网站之间的互动以及与 一个呼叫中心 关于客户和客户的Web交互的信息与呼叫一起被传送到呼叫中心代理，从而提高呼叫处理的生产力和效率以及改进的呼叫路由。 可以根据来自Web体验的信息将呼叫路由到现有呼叫中心，并且来自用户的Web交互的信息与呼叫中心共享。 使用已知的呼叫中心外部控制方法（如DNIS信令）将Web交互信息传递到现有呼叫中心。 有关Web体验的信息也可能对呼叫中心代理“低声”，代理可以“推送”网页以供客户审查。 因此，使用Web和呼叫中心的组合营销方法可以使客户获取和销售工具比仅仅点击回调工具更强大。
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