System and method for automated intelligent call processing

Details System and method for automated intelligent call processing System and method for automated intelligent call processing

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 3/523 (2006.01) H04Q 3/00 (2006.01)

Patent

CA 2276986

A technique for dynamic call processing which utilizes information collected from the calling party's information appliance to route an incoming call. A variety of information is dynamically captured and stored by the calling party's information appliance, e.g., telephone, computer, set top box and the like, over time. The type of information includes, but its not limited to, items such as personal data, credit information, purchasing history, market study data, and geographical information. In accordance with the technique, when the calling party places a call to a call center location, the information stored in the calling party's information appliance is accessed and used to route the call to an appropriate agent in the call center. Advantageously, incoming call center calls are dynamically routed without the reliance on static applications, databases or other traditional network management techniques.

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