| 发明名称 | Customer relationship management (CRM) audio on hold | ||
| 摘要 | Embodiments of the present invention provide a method, system and computer program product for CRM audio on hold. In an embodiment of the invention, a CRM audio on hold method includes identifying a caller associated with the telephone call received in a call processing gateway, selecting a record in a CRM application pertinent to the caller and inserting the selected record into a variable field of a template. The method also includes text-to-speech (TTS) processing the template into audio and returning the audio to the call processing gateway for playback to the caller while the caller is on hold. | ||
| 申请公布号 | US9578167(B2) | 申请公布日期 | 2017.02.21 |
| 申请号 | US201615076574 | 申请日期 | 2016.03.21 |
| 申请人 | SugarCRM, Inc. | 发明人 | Marum Matthew |
| 分类号 | H04M3/428;G10L13/04;H04M1/64;H04M3/51 | 主分类号 | H04M3/428 |
| 代理机构 | CRGO Law | 代理人 | Greemberg. Esq. Steven M.;CRGO Law |
| 主权项 | 1. A customer relationship management (CRM) audio on hold method comprising: identifying in memory of a computer a caller associated with the telephone call received in a call processing gateway; selecting by a processor of the computer a record in a CRM application pertinent to the caller; inserting by the processor of the computer the selected record into a variable field of a template selected according to a context of the call and text-to-speech (TTS) processing the template by the processor of the computer into audio; and, returning the audio from the memory of the computer to the call processing gateway for playback to the caller while the caller is on hold. | ||
| 地址 | Cupertino CA US | ||