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:
Mar. 11, 2008
Filed:
Jan. 18, 2001
Mark Buonanno, Sunnyvale, CA (US);
Michael Swailes, Pleasanton, CA (US);
Stephen R. Quatrano, Lexington, MA (US);
Jean Seo, Union City, CA (US);
Chris Shenefiel, Oakton, VA (US);
Mark Buonanno, Sunnyvale, CA (US);
Michael Swailes, Pleasanton, CA (US);
Stephen R. Quatrano, Lexington, MA (US);
Jean Seo, Union City, CA (US);
Chris Shenefiel, Oakton, VA (US);
Cisco Technology, Inc., San Jose, CA (US);
Abstract
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.