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:
Aug. 18, 2015
Filed:
Aug. 08, 2011
Sanford Samuel Brown, Bridgewater, NJ (US);
Oleh George Danyluk, Bridgewater, NJ (US);
Ronald V. Grippo, Red Bank, NJ (US);
Sanford Samuel Brown, Bridgewater, NJ (US);
Oleh George Danyluk, Bridgewater, NJ (US);
Ronald V. Grippo, Red Bank, NJ (US);
AT&T Intellectual Property II, L.P., Atlanta, GA (US);
Abstract
Coordination of information at the network-based level between call centers connectable over a telecommunications network, such as a telephone network, and a packet network, creates improved integration of and bonding between a customer's interaction with a Web site and with a call center. Information about the customer and the customer's Web interaction are delivered to the call center agent along with the call, leading to increased productivity and efficiency in call handling and improved call routing. Calls may be routed to existing call centers based upon information from the Web experience, and information from the user's Web interaction is shared with the call center. Web interaction information is passed to existing call centers using known call center external control methods, such as DNIS signaling. Information about the Web experience may also be 'whispered' to the call center agent, and an agent may 'push' Web pages for review by the customer.