Intervoice Limited Partnership

Convergys Cmg Utah Inc.

Dan Hammond

Ray Naeini

The present invention discloses a system and method for providing interactive voice response (IVR) applications executable on individual communication devices. Unlike current IVR applications that run from centralized voice servers, the present invention describes a system in which communication units initiate communication with a multimedia server over a data network such as the Internet and download extensible copies of voice response applications. The communication device then runs the voice response applications, thus, locally administering the voice messages and accepting the voice or data input from a user. The multimedia server may preferably divide the application software into executable segments to accommodate communication devices with limited memory resources, such as mobile phones and hand-held computers. The system and method may implement different level of complexity by breaking application functionality into modules and the sub-modules. For multi-module applications, the communication units will re-establish communication links with the multimedia server to download each necessary or subsequent module or sub-module. The system and method may also allow users to connect directly to agents or operators to perform tasks that are too complex for efficient automation. The system may connect users and agents using any combination of a data network and voice network. The implementation of the voice response application using the data network connection allows a reduction in the number of telephone ports into an IVR and also allows multiple users to access the IVR over the same line, because of the asynchronous nature of the data network.

Extensible interactive voice response

The inventive system and method provide an integrated information and communication network to any number of associated communication terminals. The invention includes at least one home system or server containing a plurality of applications for performing communication and information services. The home system allows the associated communication terminals to connect and access the applications to receive any of the variety of information and communication services directly from the home system. Communication information in the form of communication signals, data, or any combination of the two may be sent between the communication terminals and the home system. Such information may be provided by the user, by the home system, or may be obtained or processed by any of the available applications. The inventive integration of such services allows communication terminals to receive calling services and information simultaneously in addition to being able to access such information services, such as the Internet, directly.

System and method for multi-platform, multimedia information and communication network-independent servers

In implementing an interactive voice response mechanism, a communication device establishes a communication connection with an application server. Application logic on the communication device, which may pre-exist on the device or be downloaded from the application server, defines at least one voice response application. The communication device includes a processor that operates to execute the application logic and locally administer the voice response application. Therefore, the voice response application is executed on the communication device instead of in a centralized interactive voice response unit (IVR).

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Dallas, TX, United States of America

Dan Hammond