WO2007146827A3 - Converged call center - Google Patents

Converged call center Download PDF

Info

Publication number
WO2007146827A3
WO2007146827A3 PCT/US2007/070790 US2007070790W WO2007146827A3 WO 2007146827 A3 WO2007146827 A3 WO 2007146827A3 US 2007070790 W US2007070790 W US 2007070790W WO 2007146827 A3 WO2007146827 A3 WO 2007146827A3
Authority
WO
WIPO (PCT)
Prior art keywords
call center
converged
customer
applications
container
Prior art date
Legal status (The legal status 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 status listed.)
Ceased
Application number
PCT/US2007/070790
Other languages
French (fr)
Other versions
WO2007146827A2 (en
Inventor
Brian Marquette
Michael Clark
Charles Corfield
Christopher Kramp
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
SandCherry Inc
Original Assignee
SandCherry Inc
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 SandCherry Inc filed Critical SandCherry Inc
Priority to EP07798336A priority Critical patent/EP2033426A2/en
Priority to CA002654760A priority patent/CA2654760A1/en
Publication of WO2007146827A2 publication Critical patent/WO2007146827A2/en
Publication of WO2007146827A3 publication Critical patent/WO2007146827A3/en
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Devices For Supply Of Signal Current (AREA)
  • Interconnected Communication Systems, Intercoms, And Interphones (AREA)

Abstract

A converged call center is provided (200). The converged call center provides a switch connectable to a customer through a telephone network. The switch connects to a converge container (Fig. 2, 202) comprising a plurality of applications (Fig. 2, IVR 110, CTI 1 14, CRM 120) necessary for the call center functionality. The converged container (202) is connected to a voice platform (208) to facilitate communication between the applications, the customer, and a customer service representative.
PCT/US2007/070790 2006-06-08 2007-06-08 Converged call center Ceased WO2007146827A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
EP07798336A EP2033426A2 (en) 2006-06-08 2007-06-08 Converged call center
CA002654760A CA2654760A1 (en) 2006-06-08 2007-06-08 Converged call center

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US80424106P 2006-06-08 2006-06-08
US60/804,241 2006-06-08
US11/760,552 2007-06-08
US11/760,552 US20070286180A1 (en) 2006-06-08 2007-06-08 Converged call center

Publications (2)

Publication Number Publication Date
WO2007146827A2 WO2007146827A2 (en) 2007-12-21
WO2007146827A3 true WO2007146827A3 (en) 2008-08-14

Family

ID=38821879

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2007/070790 Ceased WO2007146827A2 (en) 2006-06-08 2007-06-08 Converged call center

Country Status (4)

Country Link
US (1) US20070286180A1 (en)
EP (1) EP2033426A2 (en)
CA (1) CA2654760A1 (en)
WO (1) WO2007146827A2 (en)

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Also Published As

Publication number Publication date
WO2007146827A2 (en) 2007-12-21
US20070286180A1 (en) 2007-12-13
CA2654760A1 (en) 2007-12-21
EP2033426A2 (en) 2009-03-11

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