Customer service call processing and support agent access application

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.

主权项

1. A method comprising:
receiving a call from a mobile device at a call processing server configured to route the call to an appropriate destination, the call processing server comprising an interactive voice response (IVR) call processing module and a message redirect call processing module; identifying a purpose associated with the call by identifying previously logged calls received from a telephone number associated with the mobile device and retrieving a user profile; 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; 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.