Global patent index - EP 0983675 A1

EP 0983675 A1 2000-03-08 - SYSTEM AND METHOD FOR PROVIDING CALL CENTER-BASED CUSTOMER SERVICES

Title (en)

SYSTEM AND METHOD FOR PROVIDING CALL CENTER-BASED CUSTOMER SERVICES

Title (de)

SYSTEM UND VERFAHREN ZUM ANBIETEN VON AUF EINER ANRUFZENTRALE BASIERTEN TEILNEHMERDIENSTEN

Title (fr)

SYSTEME ET PROCEDE PERMETTANT D'OFFRIR DES SERVICES CLIENTS DEPUIS UN CENTRAL TELEPHONIQUE

Publication

EP 0983675 A1 (EN)

Application

EP 98923535 A

Priority

  • US 9810254 W
  • US 85941197 A

Abstract (en)

[origin: WO9853593A1] A system and method for providing call center services, such as customer surveys and order rentry, is data-driven and can be used to perform services for many different customers, without developing a separate application program for each customer. A product, running as an application on a PC workstation, provides basic call flows that are easily customized for specific customers by integrating customer profiles with an underlying application. The underlying application retrieves pre-defined customer profiles for various services at start up. When an agent workstation receives a call, the application references the particular customer profile by a key, such as the called number. The application then performs one of several basic call flow processes, such as a question and answer survey, taking orders for a customer's product, etc., under the customer profile. The application reads and interprets the customer profile, and inserts information specific to that customer into specific places during the call process.

IPC 1-7 (main, further and additional classification)

H04M 3/50

IPC 8 full level (invention and additional information)

H04M 3/42 (2006.01); H04M 3/51 (2006.01); H04M 1/56 (2006.01)

CPC (invention and additional information)

H04M 3/5166 (2013.01); H04M 3/51 (2013.01); H04M 1/56 (2013.01); H04M 2201/38 (2013.01)

Citation (search report)

See references of WO 9853593A1

Designated contracting state (EPC)

BE CH DE FR GB IE IT LI NL SE

EPO simple patent family

WO 9853593 A1 19981126; AU 7580598 A 19981211; CA 2289659 A1 19981126; EP 0983675 A1 20000308; JP 2002514372 A 20020514

INPADOC legal status

2006-12-29 [REG HK WD] APPLICATIONS WITHDRAWN, DEEMED TO BE WITHDRAWN, OR REFUSED AFTER PUBLICATION IN HONG KONG

- Ref Legal Event Code: WD

- Ref Document Number: 1023875

- Country of Ref Document: HK

2004-10-06 [18D] DEEMED TO BE WITHDRAWN

- Ref Legal Event Code: 18D

- Effective date: 20040402

2004-01-07 [17Q] FIRST EXAMINATION REPORT

- Ref Legal Event Code: 17Q

- Effective date: 20031121

2000-03-08 [17P] REQUEST FOR EXAMINATION FILED

- Ref Legal Event Code: 17P

- Effective date: 19991115

2000-03-08 [AK] DESIGNATED CONTRACTING STATES:

- Ref Legal Event Code: AK

- Designated State(s): BE CH DE FR GB IE IT LI NL SE