CA2479407A1 - System and method for providing a message-based communications infrastructure for automated call center operation - Google Patents

System and method for providing a message-based communications infrastructure for automated call center operation Download PDF

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Publication number
CA2479407A1
CA2479407A1 CA002479407A CA2479407A CA2479407A1 CA 2479407 A1 CA2479407 A1 CA 2479407A1 CA 002479407 A CA002479407 A CA 002479407A CA 2479407 A CA2479407 A CA 2479407A CA 2479407 A1 CA2479407 A1 CA 2479407A1
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CA
Canada
Prior art keywords
message
assigned
agent
call
call center
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.)
Granted
Application number
CA002479407A
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French (fr)
Other versions
CA2479407C (en
Inventor
Gilad Odinak
Alastair Sutherland
William Tolhurst
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Intellisist Inc
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Individual
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Filing date
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Publication of CA2479407A1 publication Critical patent/CA2479407A1/en
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Publication of CA2479407C publication Critical patent/CA2479407C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

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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
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • 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
    • 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
    • H04M3/5133—Operator terminal details
    • 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
    • H04M3/5322—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording text messages
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38—Displays
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/39—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech synthesis
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/60—Medium conversion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/30—Aspects of automatic or semi-automatic exchanges related to audio recordings in general
    • H04M2203/306—Prerecordings to be used during a voice call
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/45—Aspects of automatic or semi-automatic exchanges related to voicemail messaging
    • H04M2203/4536—Voicemail combined with text-based messaging
    • 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
    • H04M3/533—Voice mail systems

Abstract

A system (10) and method (100) for providing a message-based communications infrastructure for automated call center operation is described. A call (54) from a user (12) into a call center (11) is accepted. The accepted call (54) includes a stream of transcribed verbal speech utterances (57). Each transcribed verbal speech utterance (57) is recorded as a user message (22).
The accepted call (54) is assigned to a session (20), which is then assigned to an agent (81). The call (54) is progressively processed in the assigned session (20) by presenting each user message (22) to the assigned agent (81), executing commands responsive to the assigned agent (81), and sending an agent message (23) to the user (12). The agent message (23) includes a stream of synthesized audible speech utterances (63).
CA002479407A 2002-03-15 2003-03-14 System and method for providing a message-based communications infrastructure for automated call center operation Expired - Lifetime CA2479407C (en)

Applications Claiming Priority (7)

Application Number Priority Date Filing Date Title
US36455502P 2002-03-15 2002-03-15
US60/364,555 2002-03-15
US40335402P 2002-08-13 2002-08-13
US60/403,354 2002-08-13
US10/367,533 2003-02-14
US10/367,533 US7292689B2 (en) 2002-03-15 2003-02-14 System and method for providing a message-based communications infrastructure for automated call center operation
PCT/US2003/007926 WO2003079656A1 (en) 2002-03-15 2003-03-14 System and method for providing a message-based communications infrastructure for automated call center operation

Publications (2)

Publication Number Publication Date
CA2479407A1 true CA2479407A1 (en) 2003-09-25
CA2479407C CA2479407C (en) 2009-06-02

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
CA002479407A Expired - Lifetime CA2479407C (en) 2002-03-15 2003-03-14 System and method for providing a message-based communications infrastructure for automated call center operation

Country Status (7)

Country Link
US (9) US7292689B2 (en)
EP (1) EP1486054B1 (en)
AT (1) ATE327634T1 (en)
AU (1) AU2003225803A1 (en)
CA (1) CA2479407C (en)
DE (1) DE60305458T2 (en)
WO (1) WO2003079656A1 (en)

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