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AGENT COURTESY CALL BACK

IP.com Disclosure Number: IPCOM000237229D
Publication Date: 2014-Jun-09
Document File: 4 page(s) / 62K

Publishing Venue

The IP.com Prior Art Database

Related People

Sudheendra B. A.: AUTHOR

Abstract

A solution is presented herein that allows a customer service representative or agent to proactively call back a customer, when a call is disconnected in a contact center environment.

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AGENT COURTESY CALL BACK

AUTHOR:

Sudheendra B. A.

CISCO SYSTEMS, INC.

ABSTRACT

    A solution is presented herein that allows a customer service representative or agent to proactively call back a customer, when a call is disconnected in a contact center environment.

DETAILED DESCRIPTION

In current contact center environments, an agent is not able to call back a

customer when the customer is talking to the agent and a loss of network connectivity or a loss of audio occurs between the agent the customer. In order to reconnect, the customer must navigate through a series of menus and repeat all of the details of describing the problem, which is both time consuming and inefficient.

    Currently, techniques such as courtesy callback may be used to reduce the time callers have to physically wait on hold or in a queue. Such techniques enable a system to offer callers meeting specified criteria the option to receive a courtesy call back by an automated system instead of waiting for an agent to call back. For example, a caller who has been queued by a system, e.g., Unified Customer Voice Portal (CVP) may hang up and subsequently receive a call back when an agent is close to becoming available; this is known as preemptive callback. If a caller wishes to receive a call back by the system, contact information such as a name and phone number is usually provided to the system. The call back request remains in the system, and when the system determines that an agent will be available soon, or is currently available, the system places a return call to the caller. The caller answers the call, confirms their identity, and the system connects the caller to the agent after a brief delay. In the event that the caller cannot be reached with a specified set of call back parameters, e.g., a maximum number of callbacks and a specified frequency of retries, both of which are configurable by the system, the call back

Copyright 2014 Cisco Systems, Inc.
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is aborted and the corresponding database status is updated accordingly. Reports may be run in order to determine if any manual callbacks are necessary based upon specified business criteria.

    However, such techniques have several drawbacks. If the customer calls back, the customer may need to reenter all the details and/or wait in a queue until an agent is available. If a customer receives a callback from the call center, the customer may not receive a call back from the same agent that was originally assisting with the customer service matter, and may need to restate the problem. Additionally, such a process may place agents or customers in queue, especially if the customer or agent is not immediately available at the time that a call back is placed by the system.

    The solution presented herein resolves these issues. In a typical call center environment, a customer calls into the call center, enters all details, and is connected to an agent, as shown below in regard to Figure 1. A caller places a call...