发明名称 |
Interactive voice response system and method with common interface and intelligent agent monitoring |
摘要 |
A modular interactive voice recognition ("IVR") overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a graphical user interface ("GUI") to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method allow a single agent to process multiple calls simultaneously and is compatible with existing IVR systems and can be implemented as an add-on to existing IVR systems.
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申请公布号 |
US8571200(B2) |
申请公布日期 |
2013.10.29 |
申请号 |
US20090475275 |
申请日期 |
2009.05.29 |
申请人 |
ERVIN MATTHEW J.;JONES MATTHEW;KUAN ANDREW;THE PLUM GROUP, INC. |
发明人 |
ERVIN MATTHEW J.;JONES MATTHEW;KUAN ANDREW |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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