Cisco Technology, Inc.

Michael Swailes

Mark Buonanno

Chris A Shenefiel

Stephen R Quatrano

Jean Seo

Brian Carrier

A method and system for automatically handling exceptions in a business-to-business transaction. E-commerce internet gateways through which the business-to-business transaction passes are monitored for exceptions. When an exception is detected, an intelligent contact manager automatically determines and then locates the representative(s) authorized to resolve this exception. A unified communication system is then utilized to automatically contact and notify the authorized representative(s) of the exception. A web collaboration system is then utilized to automatically establish a collaboration session between representatives of the business-to-business transaction so that the exception can be readily resolved.

Multimedia B2B opportunity and error detection and resolution engine

An apparatus and method for providing a locate, collaborate, and transact (LCT) communications platform for a business-to-business exchange service center. The LCT communications platform enables the needed human communications between buyers and sellers to take place within a virtual marketplace as a fully integrated software communication platform within a B2B exchange environment. The LCT communications platform comprises call center technology, web collaboration technology, and unified communication technology. The integration of these three technologies integrates human communications into high value business transactions that require quick resolution of opportunity or exception handling (e.g., links workflow with the exchange service center); develops an proactive role for service centers that can put the right people together at the right time to do real-time secure business; cuts the cycle time to complete business by engaging customer collaboration; and enhances the B2B exchanges role to provide either human collaboration service or provide the platform for business ready business to supplier direct communication.

B2B service center communications using locate collaborate transact methodology

A proactive call center which detects problems, resolves the problems, and then contacts the customers before customers initiate calls themselves. In the present invention, the workflow process is monitored to ensure that a transaction is completed without problems. If a problem occurs, a call center agent is notified of the problem. The call center agent can then take immediate steps to research the problem, fix the problem, or otherwise find alternative solutions to help ameliorate the problem. The call center agent then contacts the customer to explain the problem and what steps were taken to address the problem. By proactively taking steps to address problems as they occur rather than in response to customer complaints, businesses can maintain goodwill.

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Pleasanton, CA, United States of America

Michael Swailes