At&t Intellectual Property I, L.p.

Kristina Robinson

Jonathan A Paden

James Austin Britt

Lona Noelle Dallessandro

Rosalinda Garcia

Ellen Pate

Tom Wiatt

Kirk Mahoney

Mark D Welch

Earl Berner

Mark Magnusson

James D Rushing

Douglas Bruun

James Douglas Bruun

Jason Porter

A method includes receiving performance data associated with a service provided by at least one component of a communication network to one or more subscribers. The performance data may be gathered by one or more passive listening devices that monitor a performance characteristic of the at least one component of the communication network. The method further includes identifying the at least one component that provides a particular service to a particular subscriber based on a subscriber inquiry received from the particular subscriber. The method further includes identifying particular performance data within the received performance data. The particular performance data may be associated with the particular service provided by the at least one component. The method further includes determining a performance status of the at least one component, based on the particular performance data.

System and method for automating customer relations in a communications environment

A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening device and configured to store network performance data. A customer relations module may be included and configured to receive a subscriber inquiry and to identify at least one monitored component of a communication network that affects the subscriber. The module may retrieve performance data on one or more components of the communication network to provide customer-specific communication performance data to the subscriber and/or the agent assisting the subscriber.

Methods and apparatus to handle support contacts in a call center are disclosed. An example method for handling a first contact to a support center includes receiving the first contact from a first person, receiving a first identifier associated with the first person, analyzing contact details for a second contact associated with a second identifier associated with a second person different from the first person to determine if a problem associated with the first identifier exists, and indicating that a problem associated with the first identifier exists if the contact details for the second contact associated with the second identifier indicate that a problem associated with the first identifier exists.

Methods and apparatus to handle customer support requests

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Austin, TX, United States of America

Kristina Robinson