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:
May. 20, 2014
Filed:
Jul. 30, 2010
Stefani R. Benefield, Pensacola, FL (US);
James R. Grimsley, Jacksonville, FL (US);
Rosemary Hill, Jacksonville, FL (US);
Varsha Shitut, Wilkes Barre, PA (US);
Sheryl L. Stewart, Stoughton, MA (US);
Stefani R. Benefield, Pensacola, FL (US);
James R. Grimsley, Jacksonville, FL (US);
Rosemary Hill, Jacksonville, FL (US);
Varsha Shitut, Wilkes Barre, PA (US);
Sheryl L. Stewart, Stoughton, MA (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
Embodiments of the present invention provide apparatuses and methods for providing improved customer service and sales experiences through collaborative face-to-face interaction between a customer and an expert in another location. Some embodiments of the invention comprise apparatuses and methods for video collaboration between an associate of the business located on-site at the point of inquiry, the customer who requires customer service, and an expert located off-site, typically at a call center. Other embodiments of the invention comprise apparatuses and methods for queuing video collaboration and non-video collaboration calls within a call center. The embodiments of the invention relate to apparatuses and methods that can be used for any business that has on-site point of inquiry centers, but the apparatuses and methods are particularly useful for banking customers who enter banking centers to interact on a face-to-face basis with an expert in the area of the customer's needs.