公开(公告)号：US20140294168A1

公开(公告)日：2014-10-02

申请号：US14302838

申请日：2014-06-12

Applicant: JPMorgan Chase Bank, N.A.

Inventor： Nitin Dhir ,  Richard H. Hogrogian ,  Robert Thomas O'Reilly, JR. ,  Ravi Kappagantu

IPC: H04M3/42

CPC classification number: H04M3/5231 ,  H04M3/4211 ,  H04M3/42195 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2242/00 ,  H04M2242/08

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract translation: 公开了一种用于提供回叫选项的系统和方法。 所述方法包括：在呼叫路由系统中接收呼叫，至少部分地基于所述至少一个呼叫，为呼叫者提供至少一个呼叫选择以接收回叫，重新分配所述呼叫路由系统中的资源 -back选项，并且基于该至少一个回叫选项来呼叫呼叫者。 呼叫方可以指定一个特定的时间，一个相对时间或一个优先回叫的时间范围。 呼叫者还可以结合时间偏好来指定一个或多个电话号码。 回叫可以由语音应答单元（VRU）发起，并且可以向响应于回叫的客户呈现附加的回拨选项。

公开(公告)号：US08781096B2

公开(公告)日：2014-07-15

申请号：US14028864

申请日：2013-09-17

Applicant: JPMorgan Chase Bank, N.A.

Inventor： Nitin Dhir ,  Richard H. Hogrogian ,  Robert Thomas O'Reilly, Jr. ,  Ravi Kappagantu

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5231 ,  H04M3/4211 ,  H04M3/42195 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2242/00 ,  H04M2242/08

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract translation: 公开了一种用于提供回叫选项的系统和方法。 所述方法包括：在呼叫路由系统中接收呼叫，至少部分地基于所述至少一个呼叫，为呼叫者提供至少一个呼叫选择以接收回叫，重新分配所述呼叫路由系统中的资源 -back选项，并且基于该至少一个回叫选项来呼叫呼叫者。 呼叫方可以指定一个特定的时间，一个相对时间或一个优先回叫的时间范围。 呼叫者还可以结合时间偏好来指定一个或多个电话号码。 回叫可以由语音应答单元（VRU）发起，并且可以向响应于回叫的客户呈现附加的回拨选项。

公开(公告)号：US20130182835A1

公开(公告)日：2013-07-18

申请号：US13761462

申请日：2013-02-07

Applicant: JPMorgan Chase Bank, N.A.

Inventor： Lizhi Ma ,  Shane P. Pederson ,  Wilson Khaemba ,  Hui Wang ,  Guru Kurubarahalli ,  Gary Ulrich ,  Nitin Dhir ,  Djovana Shkreli

IPC: H04M3/51

CPC classification number: H04M3/5141 ,  G06Q30/0601 ,  H04L67/22 ,  H04L67/306 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5237 ,  H04M2203/407 ,  H04M2203/408

Abstract: An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents. Each call center system is designed to support various queues, and agents may be qualified or assigned to various queues based on their skill sets and skill levels.

Abstract translation: 公开了一种用于呼叫路由系统的装置和方法，由此呼叫路由服务提供商与一系列伙伴相关联。 通过提供不仅支持主要用户，而且还支持合作伙伴的系统，通过成本扩展获得效率。 代理人可以有资格对多个业务实体进行现场呼叫。 可以实现基于呼叫者人口统计和简档数据的交叉销售和主动服务。 该系统采用集中式或全球性的共享交互式语音应答（IVR）单元，从而减少不必要的路由后和呼叫站点间的流量。 该系统包括与长途提供商接口的中央服务器系统，以便接收路由请求，从一个或多个数据库检索呼叫者数据，开发路由和处理策略，实现负载均衡，呼叫被适当路由到一个 多个地理上分离的呼叫中心系统具有由代理人组成的队列。 每个呼叫中​​心系统被设计为支持各种队列，并且代理可以根据他们的技能组和技能水平被限定或分配给各种队列。

公开(公告)号：US09325847B2

公开(公告)日：2016-04-26

申请号：US14657372

申请日：2015-03-13

Applicant: JPMorgan Chase Bank, N.A.

Inventor： Lizhi Ma ,  Shane P. Pederson ,  Wilson Khaemba ,  Hui Wang ,  Guru Kurubarahalli ,  Gary Ulrich ,  Nitin Dhir ,  Djovana Shkreli

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/493 ,  H04M3/523

CPC classification number: H04M3/5141 ,  G06Q30/0601 ,  H04L67/22 ,  H04L67/306 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5237 ,  H04M2203/407 ,  H04M2203/408

Abstract: An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents. Each call center system is designed to support various queues, and agents may be qualified or assigned to various queues based on their skill sets and skill levels.

公开(公告)号：US09143615B2

公开(公告)日：2015-09-22

申请号：US14302838

申请日：2014-06-12

Applicant: JPMorgan Chase Bank, N.A.

Inventor： Nitin Dhir ,  Richard H. Hogrogian ,  Robert Thomas O'Reilly, Jr. ,  Ravi Kappagantu

IPC: H04M3/42 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5231 ,  H04M3/4211 ,  H04M3/42195 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2242/00 ,  H04M2242/08

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract translation: 公开了一种用于提供回叫选项的系统和方法。 所述方法包括：在呼叫路由系统中接收呼叫，至少部分地基于所述至少一个呼叫，为呼叫者提供至少一个呼叫选择以接收回叫，重新分配所述呼叫路由系统中的资源 -back选项，并且基于该至少一个回叫选项来呼叫呼叫者。 呼叫方可以指定一个特定的时间，一个相对时间或一个优先回叫的时间范围。 呼叫者还可以结合时间偏好来指定一个或多个电话号码。 回叫可以由语音应答单元（VRU）发起，并且可以向响应于回叫的客户呈现附加的回拨选项。

公开(公告)号：US08995643B2

公开(公告)日：2015-03-31

申请号：US14158353

申请日：2014-01-17

Applicant: JPMorgan Chase Bank, N.A.

Inventor： Lizhi Ma ,  Shane P. Pederson ,  Wilson Khaemba ,  Hui Wang ,  Guru Kurubarahalli ,  Gary Ulrich ,  Nitin Dhir ,  Djovana Shkreli

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/493 ,  H04M3/523

CPC classification number: H04M3/5141 ,  G06Q30/0601 ,  H04L67/22 ,  H04L67/306 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5237 ,  H04M2203/407 ,  H04M2203/408

Abstract: An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents. Each call center system is designed to support various queues, and agents may be qualified or assigned to various queues based on their skill sets and skill levels.

公开(公告)号：US20140133646A1

公开(公告)日：2014-05-15

申请号：US14158353

申请日：2014-01-17

Applicant: JPMorgan Chase Bank, N.A.

Inventor： Lizhi Ma ,  Shane P. Pederson ,  Wilson Khaemba ,  Hui Wang ,  Guru Kurubarahalli ,  Gary Ulrich ,  Nitin Dhir ,  Djovana Shkreli

IPC: H04M3/51

CPC classification number: H04M3/5141 ,  G06Q30/0601 ,  H04L67/22 ,  H04L67/306 ,  H04M3/42059 ,  H04M3/493 ,  H04M3/51 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5237 ,  H04M2203/407 ,  H04M2203/408

Abstract: An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents. Each call center system is designed to support various queues, and agents may be qualified or assigned to various queues based on their skill sets and skill levels.

Abstract translation: 公开了一种用于呼叫路由系统的装置和方法，由此呼叫路由服务提供商与一系列伙伴相关联。 通过提供不仅支持主要用户，而且还支持合作伙伴的系统，通过成本扩展获得效率。 代理人可以有资格对多个业务实体进行现场呼叫。 可以实现基于呼叫者人口统计和简档数据的交叉销售和主动服务。 该系统采用集中式或全球性的共享交互式语音应答（IVR）单元，从而减少不必要的路由后和呼叫站点间的流量。 该系统包括与长途提供商接口的中央服务器系统，以便接收路由请求，从一个或多个数据库检索呼叫者数据，开发路由和处理策略，实现负载均衡，呼叫被适当路由到一个 多个地理上分离的呼叫中心系统具有由代理人组成的队列。 每个呼叫中​​心系统被设计为支持各种队列，并且代理可以根据他们的技能组和技能水平被限定或分配给各种队列。