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VALUE-BASED QUEUING OF TELEPHONE CALLS IN AN E-COMMERCE ENVIRONMENT

IP.com Disclosure Number: IPCOM000004369D
Publication Date: 2000-Oct-18
Document File: 2 page(s) / 15K

Publishing Venue

The IP.com Prior Art Database

Abstract

Successful e-commerce strategies require that a telecommunications ordering option be available for those that are unfamiliar or unsure about the security of on-line ordering options. By using a priority call queuing system for such a purpose, not only will this requirement be provided but also a way of exercising control over the position in a phone queue based upon economic value can be added. Such a system is described herein.

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VALUE-BASED QUEUING OF TELEPHONE CALLS IN AN E-COMMERCE ENVIRONMENT

Successful e-commerce strategies require that a telecommunications ordering option be available for those that are unfamiliar or unsure about the security of on-line ordering options. By using a priority call queuing system for such a purpose, not only will this requirement be provided but a way of exercising control over the position in a phone queue based upon economic value can be added. The expansion of e-commerce companies such as Amazon.com into big-ticket item markets (such as the art auction business in its cooperative agreement with Sotherby's auction house) necessitates such queuing when compared with smaller ticket items (for more information, see traditional consumer relationship management (CRM) models for information on economic value-based decisions).

In FIGURE 1, the new system used in applying a priority call queuing system to an e-commerce environment is shown. A priority phone queuing system incorporating the invention comprises a private branch exchange (PBX) 10, an automatic call distributor (ACD) 12 and an interactive voice response unit (IVRU) 14. PBX 10 receives incoming calls via trunk 15 and is connected to a plurality of agent terminals 16 via trunk 20. When the incoming call is received, an interactive voice response unit interrogates the caller and determines information such as, identity of the caller, quantity of items to be ordered, item numbers, catalog numbers and other data from which an economic value of the call can be determined. Thereafter, the call information is used, in conjunction with pricing and other economic data, present in a database at the called site, to assign an economic value to the call. The call's position in the queue is then adjusted in manner that is hidden from the caller, in accordance with the determined economic value. The rank positions of other calls within the queue are adjusted, accordingly.

Figure 1 System used in applying a priority call queuing system to an e-commerce environment