PL402524A1 - System i sposób wspomagania klienta wykorzystujacego interfejs uzytkownika - Google Patents

System i sposób wspomagania klienta wykorzystujacego interfejs uzytkownika

Info

Publication number
PL402524A1
PL402524A1 PL40252411A PL40252411A PL402524A1 PL 402524 A1 PL402524 A1 PL 402524A1 PL 40252411 A PL40252411 A PL 40252411A PL 40252411 A PL40252411 A PL 40252411A PL 402524 A1 PL402524 A1 PL 402524A1
Authority
PL
Poland
Prior art keywords
representative
user
electronic document
point device
acquisition point
Prior art date
Application number
PL40252411A
Other languages
English (en)
Inventor
Christopher E. Kay
Tim Kobe
Sam Lising
Original Assignee
Citibank N.A.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Citibank N.A. filed Critical Citibank N.A.
Publication of PL402524A1 publication Critical patent/PL402524A1/pl

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02—Banking, e.g. interest calculation or account maintenance
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/5307—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording messages comprising any combination of audio and non-audio components
    • H04M3/5315—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording messages comprising any combination of audio and non-audio components where the non-audio components are still images or video
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
    • H04N21/47805—Electronic banking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
    • H04N21/4788—Supplemental services, e.g. displaying phone caller identification, shopping application communicating with other users, e.g. chatting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/025—Systems for the transmission of digital non-picture data, e.g. of text during the active part of a television frame
    • H04N7/03—Subscription systems therefor
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/14—Systems for two-way working
    • H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
    • H04N7/147—Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Signal Processing (AREA)
  • Multimedia (AREA)
  • Marketing (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Economics (AREA)
  • Theoretical Computer Science (AREA)
  • Development Economics (AREA)
  • General Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • Physics & Mathematics (AREA)
  • Strategic Management (AREA)
  • General Engineering & Computer Science (AREA)
  • Technology Law (AREA)
  • Tourism & Hospitality (AREA)
  • Quality & Reliability (AREA)
  • Operations Research (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Human Resources & Organizations (AREA)
  • Telephonic Communication Services (AREA)
  • Computer And Data Communications (AREA)
  • User Interface Of Digital Computer (AREA)

Abstract

Przedmiotem wynalazku jest system i sposób wspomagania klienta wykorzystujacego interfejs uzytkownika. Rozwiazania wedlug wynalazku zapewniaja skuteczniejsze zawieranie skomplikowanych transakcji uslugowych w sposób bardziej efektywny. Implementowany komputerowo sposób zapewnienia klientowi pomocy obejmuje pobieranie, za pomoca urzadzenia punktu akwizycji, informacji identyfikacyjnej od uzytkownika urzadzenia punktu akwizycji; odbieranie informacji identyfikacyjnej; dostarczanie dokumentu elektronicznego uzytkownikowi,; odbieranie danych wejsciowych od uzytkownika zadajacego spotkania z przedstawicielem; wybór przedstawiciela, przynajmniej czesciowo, na podstawie dokumentu elektronicznego; dostarczenie informacji o dokumencie elektronicznym do przedstawiciela; oraz nawiazanie polaczenia miedzy przedstawicielem a urzadzeniem punktu akwizycji.
PL40252411A 2010-04-09 2011-04-08 System i sposób wspomagania klienta wykorzystujacego interfejs uzytkownika PL402524A1 (pl)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US32236310P 2010-04-09 2010-04-09

Publications (1)

Publication Number Publication Date
PL402524A1 true PL402524A1 (pl) 2013-11-12

Family

ID=44760643

Family Applications (1)

Application Number Title Priority Date Filing Date
PL40252411A PL402524A1 (pl) 2010-04-09 2011-04-08 System i sposób wspomagania klienta wykorzystujacego interfejs uzytkownika

Country Status (8)

Country Link
US (2) US8830291B2 (pl)
AU (1) AU2011237467A1 (pl)
BR (1) BR112012025679A2 (pl)
CO (1) CO6630159A2 (pl)
MX (1) MX2012011748A (pl)
PL (1) PL402524A1 (pl)
TW (1) TW201203164A (pl)
WO (1) WO2011127347A1 (pl)

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US8830291B2 (en) 2014-09-09
AU2011237467A1 (en) 2012-10-11
MX2012011748A (es) 2012-12-17
US20140375749A1 (en) 2014-12-25
US9560203B2 (en) 2017-01-31
WO2011127347A1 (en) 2011-10-13
CO6630159A2 (es) 2013-03-01
BR112012025679A2 (pt) 2016-12-06
TW201203164A (en) 2012-01-16

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