H - Electricity – 04 – M
Patent
H - Electricity
04
M
H04M 3/523 (2006.01) G06Q 10/00 (2012.01) H04M 15/00 (2006.01)
Patent
CA 2728692
The invention disclosed is a new system and method for providing the mutual sharing of resources devoted to customer service. The system utilizes a telecommunications switching apparatus to rout incoming customer contacts to one or more pools of customer service agents. The system provides for a universal customer service interface that allows customer service agents to assist customers of other related companies. The automated system for sharing customer ser-vice resources includes a mutual assistance routing system in communication with requesting users of customer service agents, responding providers of customer service agents, databases containing customer information, thereby allowing customers who contact the requesting user to be served by shared agents.
L'invention concerne un nouveau système et un nouveau procédé destinés à assurer le partage mutuel de ressources dédiées au service clients. Le système fait appel à un appareil de commutation de télécommunications pour acheminer des contacts entrants émanant de clients vers un ou plusieurs groupes dagents de service clients. Le système fournit une interface universelle de service clients qui permet aux agents de service clients dassister des clients dautres entreprises apparentées. Le système automatisé de partage des ressources de service clients comprend un système de routage à assistance mutuelle (Mutual Assistance Routing System, MARS) en communication avec des utilisateurs demandeurs dagents de service clients, des prestataires dagents de service clients répondant à ces demandes et des bases de données contenant des informations relatives aux clients, permettant ainsi aux clients qui prennent contact avec un utilisateur demandeur dêtre servis par des agents partagés.
Bangston Adam Thomas
Curran James Francis
Gade Varun Reddy
Kennedy James Lehr
Mcdevitt Julia Lynn
Hill & Schumacher
Twenty First Century Communications Inc.
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