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:
Dec. 23, 2014
Filed:
Aug. 16, 2012
Maria Rene Ebling, White Plains, NY (US);
William Francis Jerome, Baldwin Place, NY (US);
Barry Leiba, Cortlandt Manor, NY (US);
Edith Helen Stern, Yorktown Heights, NY (US);
Maria Rene Ebling, White Plains, NY (US);
William Francis Jerome, Baldwin Place, NY (US);
Barry Leiba, Cortlandt Manor, NY (US);
Edith Helen Stern, Yorktown Heights, NY (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific telephone number or extension to call and without requiring the customer to select from a series of menus. The receiving location or inbound call center accepts a voice call from a customer. The incoming voice call includes an associated data stream. This data stream is processed by the inbound call center and is used to route the call to the appropriate destination or customer service representative, for example a specific person, a department, a subsidiary, an individual either working within a facility or working outside the facility, a subcontractor and combinations thereof. Additional functionality is provided by including additional data, e.g. data in addition to routing data, along with voice data.