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:
Sep. 20, 2011
Filed:
Jun. 03, 2002
Vijay K. Gurbani, Lisle, IL (US);
Suhasini Sabnis, Marlboro, NJ (US);
Victoria Hiering, Toms River, NJ (US);
Luis Nieto, Scotch Plains, NJ (US);
Aniruddha Gokhale, Nashville, TN (US);
Richard B. Hull, Chatham, NJ (US);
Reinhard P. Klemm, North Plainfield, NJ (US);
Bharat Kumar, Bridgewater, NJ (US);
Gang Zhou, Basking Ridge, NJ (US);
Vijay K. Gurbani, Lisle, IL (US);
Suhasini Sabnis, Marlboro, NJ (US);
Victoria Hiering, Toms River, NJ (US);
Luis Nieto, Scotch Plains, NJ (US);
Aniruddha Gokhale, Nashville, TN (US);
Richard B. Hull, Chatham, NJ (US);
Reinhard P. Klemm, North Plainfield, NJ (US);
Bharat Kumar, Bridgewater, NJ (US);
Gang Zhou, Basking Ridge, NJ (US);
Alcatel Lucent, Paris, FR;
Abstract
A customer relationship management system is disclosed for matching a given work item with an agent. The system includes a database to hold customer information, agent information, and system information, and a network contact center server operative to receive the given work item from the customer and route it to the agent based at least in part on the information in the database. The network contact center server is configured to control the conduction of an automated web dialogue with the customer via a separate web server and is further configured to control the conduction of an automated voice dialogue with the customer via an interactive voice response system. The automated web dialogue and the automated voice dialogue are thereby both conductable under the control of the network contact center server.