05884032 is referenced by 773 patents and cites 15 patents.

This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.

Title
System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
Application Number
8/532537
Publication Number
5884032
Application Date
September 25, 1995
Publication Date
March 16, 1999
Inventor
Robert James Ouellette
Saint John
CA
Laurie Edward Mersereau
Westfield
CA
John Alan Lockett
Saint John
CA
Timothy Lee Curry
Gondola Pt.
CA
William Alexander Noble
Saint John
CA
Bruce Edward Kierstead
Saint John
CA
Thomas Howard Bateman
Saint John
CA
Agent
Burns Doane Swecker & Mathis
Assignee
The New Brunswick Telephone Company
CA
IPC
G06F 13/14
G06F 3/14
G06F 17/27
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