-
公开(公告)号：US11818292B1
公开(公告)日：2023-11-14
申请号：US15430671
申请日：2017-02-13
申请人： West Corporation
发明人： Andrew Bird , Jil M. Fisher , David Stirk , Craig A. Webster
IPC分类号： H04M3/00 , H04M5/00 , H04L12/66 , H04M3/51 , H04M3/42 , G06Q30/02 , H04M1/7243 , G06Q30/016
CPC分类号： H04M3/5191 , G06Q30/0281 , H04M1/7243 , H04M3/42068 , H04M3/5166 , G06Q30/016 , H04M2203/351 , H04M2203/6081
摘要： Processing customer communications may include receiving a communication from a customer device via a first communication medium, designating the communication as an active communication, receiving a display selection to receive content during the active communication status and designating a current customer status, parsing the current customer status to identify a current condition, assigning an agent to the customer record based on the current condition, retrieving at least one pre-recorded content file associated with the assigned agent and the current customer condition, and forwarding the pre-recorded content file to the customer device via a second communication medium different from the first communication medium.
-
公开(公告)号：US10971264B1
公开(公告)日：2021-04-06
申请号：US14283451
申请日：2014-05-21
申请人： West Corporation
发明人： Robert J. Dudzinski , Jil M. Fisher , Troy G. Hottovy , Pamela Ann Mortenson , Craig A. Webster , Michelle Mason Winston
IPC分类号： G16H40/20
摘要： Medical services are offered by various facilities near a patient's residence. The number of facility options continues to grow and the patients can now receive various different health care services. One example method of operation provides retrieving a schedule associated with sensor data being received from a number of sensors, receiving updated sensor data from the sensors at an updated sensor data receive time, comparing the updated sensor data to the schedule, identifying a time discrepancy between the schedule and the updated sensor data receive time, and creating an alert status based on the discrepancy.
-
公开(公告)号：US10347369B1
公开(公告)日：2019-07-09
申请号：US14283418
申请日：2014-05-21
申请人： West Corporation
发明人： Robert J. Dudzinski , Jil M. Fisher , Troy G. Hottovy , Pamela Ann Mortenson , Craig A. Webster , Michelle Mason Winston
摘要： Medical services are offered by various facilities near a patient's residence. The number of facility options continues to grow and the patients can now receive various different health care services. One example method of operation provides receiving updated patient information at a patient profile server, identifying a patient medical profile stored in memory associated with the updated patient information, and updating a patient status based on the updated patient information received, and modifying a patient schedule associated with the at least one patient status and storing the patient schedule in the patient medical profile.
-
公开(公告)号：US09807240B1
公开(公告)日：2017-10-31
申请号：US15333386
申请日：2016-10-25
申请人： West Corporation
发明人： Mahendra Varman , Craig A. Webster , Jil M. Fisher
CPC分类号： H04M3/5235 , H04L67/146 , H04M3/42008 , H04M3/42068 , H04M3/42382 , H04M3/5158 , H04M3/5166 , H04M3/5183 , H04M3/527 , H04M2203/551 , H04M2207/18 , H04W4/12 , H04W4/16
摘要： Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from a mobile device and identifying the call as a customer service support inquiry. The method may further provide intercepting the call and redirecting the call to an interactive voice response proxy device responsive to identifying the call as a customer service support inquiry, accessing a database responsive to receiving the call and retrieving a data record that was created when the call was initiated. The data record may include a mobile device identifier of the mobile device and a present inquiry identifier of a type of customer support inquiry associated with the call and the method may also include identifying the customer inquiry and a customer profile stored on the data record, and determining a location to route the call based on at least one of the customer inquiry and the customer profile information on the data record.
-
公开(公告)号：US11189376B1
公开(公告)日：2021-11-30
申请号：US14283460
申请日：2014-05-21
申请人： West Corporation
发明人： Robert J. Dudzinski , Jil M. Fisher , Troy G. Hottovy , Pamela Ann Mortenson , Craig A. Webster , Michelle Mason Winston
IPC分类号： G16H40/20
摘要： Medical services are offered by various facilities near a patient's residence. The number of facility options continues to grow and the patients can now receive various different health care services. One example method of operation provides receiving sensor data indicating that one or more sensors were triggered at a predefined location at a first time during a monitoring event, receiving additional sensor data indicating an additional sensor was triggered at a second time later than the first time, identifying a time gap between the first time and the second time, storing the time gap in a schedule stored in memory, and creating a sensor trigger pattern based on the time gap and applying the sensor trigger pattern to an alert status for a subsequent monitoring event.
-
公开(公告)号：US11146677B1
公开(公告)日：2021-10-12
申请号：US16236710
申请日：2018-12-31
申请人： West Corporation
发明人： Mahendra Varman , Craig A. Webster , Jil M. Fisher
摘要： Receiving and processing customer support calls initiated from a mobile/wireless device via a call function or via a mobile device application may include various operations. For instance, an example method of operation may provide receiving a service request from a mobile device, requesting a temporary telephone number to be assigned to a subsequent call to be placed from the mobile device, creating a database record with an identifier of the mobile device and the temporary telephone number, transmitting the temporary telephone number to the mobile device, receiving an automated call to the temporary telephone number from the mobile device, and connecting the mobile device with a remote call recipient.
-
公开(公告)号：US09729720B1
公开(公告)日：2017-08-08
申请号：US15238423
申请日：2016-08-16
申请人： West Corporation
发明人： Mahendra Varman , Craig A. Webster , Jil M. Fisher
CPC分类号： H04M3/5235 , H04L67/146 , H04M3/42008 , H04M3/42068 , H04M3/42382 , H04M3/5158 , H04M3/5166 , H04M3/5183 , H04M3/527 , H04M2203/551 , H04M2207/18 , H04W4/12 , H04W4/16
摘要： Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from the mobile device at a call processing server configured to route the call to an appropriate destination. The call processing server may perform identifying a purpose associated with the call and transmitting the call to the message redirect call processing module responsive to identifying the purpose of the call as a request for customer service support. Also, the server may also perform creating a redirect message instructing the mobile device to initiate a customer service support application that operates via a data network, and transmitting the redirect message to the mobile device.
-
公开(公告)号：US09479644B1
公开(公告)日：2016-10-25
申请号：US14139010
申请日：2013-12-23
申请人： West Corporation
发明人： Mahendra Varman , Craig A. Webster , Jil M. Fisher
CPC分类号： H04M3/5235 , H04L67/146 , H04M3/42008 , H04M3/42068 , H04M3/42382 , H04M3/5158 , H04M3/5166 , H04M3/5183 , H04M3/527 , H04M2203/551 , H04M2207/18 , H04W4/12 , H04W4/16
摘要： Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from a mobile device and identifying the call as a customer service support inquiry. The method may further provide intercepting the call and redirecting the call to an interactive voice response proxy device responsive to identifying the call as a customer service support inquiry, accessing a database responsive to receiving the call and retrieving a data record that was created when the call was initiated. The data record may include a mobile device identifier of the mobile device and a present inquiry identifier of a type of customer support inquiry associated with the call and the method may also include identifying the customer inquiry and a customer profile stored on the data record, and determining a location to route the call based on at least one of the customer inquiry and the customer profile information on the data record.
摘要翻译： 公开了接收和处理客户支持呼叫的方法和装置。 呼叫可以通过呼叫功能或通过移动设备应用从移动/无线设备发起。 一种示例性操作方法可以提供从移动设备接收呼叫并将呼叫识别为客户服务支持查询。 所述方法可以进一步提供拦截呼叫并将呼叫重定向到交互式语音响应代理设备，以响应于将呼叫识别为客户服务支持查询，响应于接收到呼叫而访问数据库并检索在呼叫时创建的数据记录 被启动。 数据记录可以包括移动设备的移动设备标识符和与呼叫相关联的一类客户支持查询的当前查询标识符，并且该方法还可以包括识别客户查询和存储在数据记录上的客户简档，以及 基于关于数据记录的客户查询和客户简档信息中的至少一个来确定路由呼叫的位置。
-
公开(公告)号：US10389881B1
公开(公告)日：2019-08-20
申请号：US15430598
申请日：2017-02-13
申请人： West Corporation
发明人： Andrew Bird , Jil M. Fisher , David Stirk , Craig A. Webster
摘要： Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, designating the communication as an active status, identifying an initial communication purpose based on a selection received from the customer device during the communication, and updating the customer record responsive to identifying the initial communication purpose by changing a status of the customer record to permit additional communication options.
-
公开(公告)号：US10362171B1
公开(公告)日：2019-07-23
申请号：US15430643
申请日：2017-02-13
申请人： West Corporation
发明人： Andrew Bird , Jil M. Fisher , David Stirk , Craig A. Webster
摘要： Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, designating the communication as an active status, transmitting an option display link to the customer device via a second communication medium different from the first communication medium, receiving at least one selection from the customer device and identifying a purpose of the communication based on the at least one selection, updating the customer record to indicate multiple modes of communication compliance and to permit additional communication messages to be forwarded to the customer device, and elevating a status of the customer record based on the multiple modes of communication compliance.
-
-
-
-
-
-
-
-
-
搜索结果
12 条记录 (耗时 0.016 秒)
