American Tel-a-systems, Inc.

American Tel-a-system, Inc.

Wayne Paul Waldner

Thomas V Curtin

Kevin Mark Beale

Paul L Hansen

Daniel R Cropp

Alena L Aiken

Alan D Tucker

Raymond M Jalbert

Daniel R Crapp

William J Curtin, Iv

John Morley

William J Curtin

A system is disclosed. The system comprises a service platform associated with a call center, the service platform comprising an applications server configured to communicatively couple to a softswitch and a database. The applications server is configured to receive an inbound communication, determine a source of the inbound communication, and identify one or more configuration parameters associated with a destination of the inbound communication, the destination of the inbound communication associated with a client of the call center. The applications server is configured to route the inbound communication to an agent associated with the call center to establish a communication session. The applications server is configured to send, to the client based on the one or more configuration parameters associated with the destination of the inbound communication, a notification that the inbound communication was received, the notification identifying the source of the inbound communication.

Communications processing

A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.

Intelligent speech-enabled scripting

A system comprises a database configured to store a plurality of baseline scripts, an applications server communicatively coupled to the database, and an analytics engine. Each of the plurality of baseline scripts is associated with a client of a call center and comprises a plurality of questions for guiding a communication session between an agent and a party. The applications server is configured to monitor a plurality of communication sessions. Each of the plurality of communication sessions is guided by a respective one of the plurality of baseline scripts. The applications server is further configured to obtain information about an actual call flow of each of the communication sessions and send the obtained information about the actual call flow of each of the communication sessions to the analytics engine. The analytics engine is configured to determine one or more proposed changes to a baseline script.

Systems and methods for an intelligent scripting engine

A system comprises a service platform comprising an applications server. The applications server is configured to receive an inbound communication, route the inbound communication to a speech-enabled intelligent script, the speech-enabled intelligent script comprising one or more of predetermined prompts and dynamically-generated prompts, and determine a source of the inbound communication and a destination of the inbound communication. The applications server is configured to determine that at least one prior inbound communication directed to the destination has been received from the source of the inbound communication. The applications server is configured to receive, in response to at least one predetermined prompt or dynamically-generated prompt, a request for direct contact information associated with the destination of the inbound communication. The applications server is configured to send, to the source of the inbound communication, a message comprising the direct contact information for the destination of the inbound communication.

Systems and methods for communication processing

A method for providing data collection from a client at a data collection mechanism, the method includes collecting from a first client a first portion of data using a first data collection mechanism using at least a portion of a first script comprising one or more queries for information to the first client. The method also includes associating with a second client the first portion of data that was collected from the first client. The method further includes collecting from the second client a second portion of data using at least some of the first portion of data and a second script comprising one or more queries for information to the second client.

System and method for intelligent script swapping

A communication system that is capable of collecting information from one or more users of the communication system includes one or more data collection mechanisms that are operated by a first entity. The mechanisms operate to collect at least a portion of information from a user of a communication system on behalf of a second entity that is different than the first entity. The system also includes one or more memory modules that are coupled to the one or more data collection mechanisms and that are operable to store one or more records on behalf of the second entity. Each of the one or more records comprises information that is associated with a client of the second entity. At least one of the one or more records comprises at least a portion of the information collected from the user of the communication system. In one particular embodiment, the one or more records are controlled by the first entity.

System and method for dynamically creating records

A method for providing data collection from a client at a data collection mechanism, the method includes collecting from a client a first portion of data at a first data collection mechanism using at least a portion of a first script comprising one or more queries for information to the client. The method also includes associating the client with a second data collection mechanism based at least in part on an event associated with the client's interaction with the first data collection mechanism. After associating the client with the second data collection mechanism, collecting from the client a second portion of data using a second script, wherein the second script comprises at least one query for information not yet presented to the client by the first script.

A telephone number/Web page look-up apparatus may be implemented in a telephone answering apparatus (15) for answering telephone calls to telephone numbers for which telephone calls are being answered by the telephone answering apparatus. The telephone answering apparatus includes a storage device (16) which stores information linking at least one of the telephone numbers for which telephone calls are being answered by the telephone answering apparatus to a uniform resource locator (URL) identifying a page on the World Wide Web (Web page) associated with the telephone number, a look-up device (18) which looks up the telephone number of each telephone call answered by the telephone answering apparatus in the storage device and, if the telephone number is found in the storage device, retrieves the URL identifying the Web page associated with the telephone number from the storage device, a display (12), and a Web page display device (18) which displays on the display the Web page associated with the telephone number of the telephone call answered by the telephone answering apparatus in response to the URL retrieved from the storage device.

Growing community of inventors

Richland Center, WI, United States of America

Wayne Paul Waldner