The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 03, 2001
Filed:
Sep. 11, 1998
Method and apparatus for selectively presenting media-options to clients of a multimedia call center
Christopher Clemmett Macleod Beck, Oceanside, CA (US);
Jonathan Michael Berke, San Diego, CA (US);
Joel A Johnstone, San Diego, CA (US);
Robin Marie Mitchell, Cardiff, CA (US);
James Karl Powers, Carlsbad, CA (US);
Mark Franklin Sidell, Chapel Hill, NC (US);
Charles Dazler Knuff, Carlsbad, CA (US);
Genesys Telecommunication Laboratories, Inc., San Francisco, CA (US);
Abstract
In an enterprise-hosted multimedia telecommunications center, a client-facing interactive single-media pre-processing interface has an answering facility adapted for greeting and pre-instructing a client making a contact to the pre-processing interface, an identifying facility adapted for identifying the client through one or both of data accompanying the contact and information elicited from the client, and a discrimination facility adapted for offering the client one or more communication choices based on the client identification established by the identifying facility. In one embodiment the pre-processing interface is a WEB page. Also in a preferred embodiment, client transaction history is recorded in an enterprise data repository, including current projects, and clients are offered choices based on transaction history. In one such embodiment, live calls are reserved for clients engaged in current projects.