 |
Description  |
|
|
CROSS-REFERENCE TO RELATED APPLICATIONS
U.S. patent application Ser. No. 08/016,062, directed to a "Method and
Systems for Unified Voice Telephone Services" and filed on even date
herewith is hereby incorporated by reference.
TECHNICAL FIELD OF THE INVENTION
This invention relates in general to agent-based telephone communication
systems and more particularly to a computer-based system architecture that
allows integration of voice, text, image and call processing with an
agent-based call center, all under control of a single, unified software
control system.
BACKGROUND OF THE INVENTION
Over the years, various systems have been developed to operate in
conjunction with public and private switching telephone networks to
provide specialized functions that lend power, versatility and efficiency
to telecommunications.
These various systems are designed to operate on data in one or more of
three general categories: voice, text and image. Together, these types of
data encompass all data currently desired to be processed or transmitted
in communication systems.
The above-described data can be processed or communicated in ways that can
be generally categorized as "mail" (also termed "store and forward"),
"interactive" and "bulletin" systems. Mail systems allow a user to
retrieve voice, text or images that have been exclusively addressed to the
user. In such mail systems, it is typical to require the user to enter a
unique password to gain access to the exclusively-addressed data.
Interactive systems allow a user to control what data the interactive
system delivers to the user, and, perhaps, in what order the data is
delivered. Unlike mail systems, however, the data need not be
exclusively-addressed, and thus can be publicly available. Lastly,
bulletin systems allow a user to retrieve publicly available information
in a non-interactive, system-controlled fashion.
One type of system directed to handling of data is automatic call
distribution ("ACD"), wherein a pool of agents is assigned to answer calls
incoming on a particular group of telephone lines. ACD systems handle
these calls as they arrive, assigning them to agents in the order received
and choosing the agents based on length of idle time. This algorithm of
queueing is called "fair queueing." Because human agents are present, such
ACD systems are interactive.
Another such system is audio text (or "audio tex"). Audio text system are
designed to "play" a message stored in a memory device to a person
listening on the other end of the call. These systems are generally not
interactive and can be bulletin systems.
Yet another such system is a modem pool. Modem pool systems function in a
manner similar to ACD systems. As a plurality of computers make incoming
calls to a central pool of modems, typically attached to a single, large,
general-purpose computer, the modem pool system assigns the incoming calls
in a "fair queueing" manner. Such systems are also typically interactive.
Still another such system is a predictive dialer. Predictive dialers are
used in outbound calling applications and typically in conjunction with a
pool of agents. Predictive dialers employ statistical techniques to
predict the length of time, on average, agents take to handle calls. These
dialers further gather statistics regarding the average time required to
successfully connect an outbound call. The dialers use these averages and
data pertaining to agent availability to place calls from a list of
numbers to be dialed, employing their predictive ability to maximize agent
utilization. These systems can be mail, interactive or bulletin.
Another such system is voice mail. Voice mail allows callers to leave voice
messages with those called. Voice mail systems typically play greeting
messages recorded by the called parties, record the time and origin of
received messages and allow for callers to exit the system to speak with a
human, if desired. Obviously, voice mail systems are categorized as mail
systems.
Another such system is facsimile ("fax"). This ubiquitous system has
exploded onto the marketplace in recent years and, as is nearly
universally understood, gives one the capability to send paper-borne
images by telephone. Such systems are image-based and can be implemented
as mail, interactive or bulletin systems.
Other image-based systems are adapted to handle graphics or moving images
(video). As with fax, these graphics or moving image systems can be mail,
interactive or bulletin.
Still another system to be described is automatic number identification
("ANI") systems. These systems are designed to take inbound calls and
detect special signals delivered from a central office indicating the
phone number of the calling party. Since the signals can uniquely identify
the calling party, the call can then be routed to a specific agent or
interactive voice response ("IVR") application able to handle that caller,
based upon caller identification.
As useful and desirable as these individual systems are, they have always
been thought of as independent systems that, at best, adhere to a common
protocol for interface and data interchange, allowing them to be attached
to and cooperate with, telephone systems, either separately or in
combination. However, it should be understood that, in any case, these
systems do not cooperate in any fashion apart from superficial
connectivity via industry standard telephony connections. Some
manufacturers who happen to make more than one type of system may provide
a proprietary interface or protocol between systems, but these proprietary
links are just that: cooperation at a connectivity level.
Computer technology has worked itself into telephony as effectively as it
has in so many other areas. Accordingly, over the years, the
above-described systems have moved from the analog to the digital domain,
employing digital processors, memory, digital storage media, data and
address buses and the like. As it is, each of these systems stands alone,
each having its own computer hardware and software. A person wishing to
use two systems together must live with the fact that the systems have
independent hardware and software.
Another disadvantage of the separate nature of the systems is that each
collects call routing and other control data, including data collected
during the course of its interaction with a party during a particular
call. For instance, assume a system allowing for both ACD and voice mail
such that incoming callers may choose to leave a message if all agents are
busy. As a particular call begins, the ACD system elicits information from
the caller pertaining to the reason for the call. Using dual tone
multi-frequency ("DTMF"), ANI or voice recognition, the ACD system
captures and stores this information to direct the call to the proper
agent or to prompt an agent ahead of time as to what is needed.
The caller, however, may grow weary of waiting and wishes to exit the ACD
queue. The ACD system allows for this by providing for an exit upon
receipt of a particular tone. However, upon successfully exiting the ACD
queue, the caller is once again prompted to supply the very same
information to the voice mail system to thereby allow the voice mail
system to collect the needed information. The caller has had to give the
same information twice, owing to the lack of coordination between the
systems.
Of course, if the systems are supplied by the same manufacturer,
proprietary interfaces and protocols may allow transfer of the
information. But even if this disadvantage is overcome, the systems still
duplicate hardware and software. As a particular application demands more
and more functions, the problems of integrating the various necessary
systems become more acute and perplexing.
Other problems abound. These systems, because they stand alone, have
separate maintenance consoles and control languages. The systems must be
interconnected by cables that, as the number of cables grows, increases
the chances of failure. The loose connectivity of these systems limits
rates of data transfer between the systems. In fact, adjunct switching
matrices are frequently required to perform ancillary switching tasks that
would overload the main switching system, typically a private branch
exchange ("PBX").
These systems frequently offer the option of providing reports and
statistics concerning their operation. These reports and statistics are
frequently incompatible and difficult to integrate. Most often, there is
simply no one place from which to obtain reports and statistics. Because
of the duplication of hardware and software, these systems are difficult
to manage, they are larger and more costly than necessary, and they
consume more power and produce more heat than is optimal. In short,
integration of these various systems has been a long felt need in the art,
but one that, thus far, has been met with dissatisfaction.
Unfortunately, the prior art has failed to provide an effective means by
which to integrate these systems under unified software control, allowing
them to share information and resources among themselves in a cost and
time efficient manner.
The above-mentioned U.S. patent application Ser. No. 08/016,062, entitled
"Method and Systems for Unified Voice Telephone Services" and filed on
Feb. 10, 1993, is directed to a unified system for handling voice, text
and image data in a plurality of "functional partitions," each of which
corresponds to one of the heretofore separate systems described above.
That unified system is capable of interfacing with a telephone exchange
via an integrated call-processing partition.
Since the mid-1970s, more and more companies have taken advantage of
interactive voice response ("IVR") systems to automate, and thereby reduce
the cost of, providing information to their customers, employees and
others.
IVR is actually an extension of audio text systems. An IVR system allows
callers to access computer-resident data such as account balances or stock
prices through a standard telephone. The IVR system allows the caller to
query for data using touch-tone signals, and the result is returned as
spoken words. Again, it is obvious that such systems are interactive and
can be mail.
These IVR systems have typically handled from 30% to 70% of incoming calls,
with the remaining calls being transferred to live operators. When the
calls reach the operators, the callers have generally already identified
themselves by touch-tone entry of their account number as well as a
security code, perhaps as part of an interactive session wherein, for
instance, the caller has obtained a balance of a checking account. As
previously mentioned, customers justifiably find it aggravating and time
consuming to have to re-identify themselves for the agent and then wait
for the agent to request information from the host database. Companies
that manufacture private branch exchange/automatic call distribution
("PBX/ACD") systems have sought for years to solve this problem by
developing interfaces that allow the host application to better integrate
the voice, text and image data components of the call. While these
measures do provide a means of solving the problem, there are several
significant drawbacks to the solution.
The first problem is that the host (or workstation) application must be
modified to take full advantage of the PBX/ACD. Many companies have large
sums of money invested in their host application and thus, even if they
had sufficient staff to make such modifications, they are disinclined to
do so.
The second problem is that each PBX/ACD company has its own proprietary
host communication link. While there are products, such as IBM's CallPath
SwitchServer/2, that abstract differences between telephone or
communication link switches, all switches do not support all of the same
functions. This means that the host software must still, in many cases, be
configured to communicate with each type of switch being used, often
requiring different switch drivers to take advantage of each switch's
functionality.
The third problem is cost. Current solutions require purchase of
high-priced software for both the host computer (or workstations) as well
as a high-priced software module for the PBX/ACD. Even after purchase of
all this software, there remains the expense of writing host or
workstation software to create a solution.
The fourth and possibly most significant problem is the complexity of the
solution. One must acquire expertise in 1) the host software, 2) the
PBX/ACD software, 3) the IVR software and 4) the voice mail software and
then attempt to make it all work together well enough for the system to
appear "seamless" to callers.
Clearly, a solution is needed that does not require any changes to the host
computer or PBX software and provides a cost effective, single application
software environment for controlling calls from start to finish regardless
of what is required by the caller.
U.S. Pat. No. 4,797,911, which issued on Jan. 10, 1989, to Szlam et al.,
discloses a method and apparatus for relieving the agent of the duty of
obtaining preliminary caller account information by automatically querying
a host database at the beginning of a call. Szlam et al. also provide for
on-line, direct updating of the caller account information in the host
computer, thereby eliminating the need for consolidation of changes into
the caller account file. This provides the agent with the most current
information on the caller account. More particularly, Szlam et al. provide
an apparatus that automatically dials the telephone number of the caller
or potential caller, ascertains the status of the called number and, if
the call is answered, routes the call to the next available agent and
automatically obtains the current caller account information from the
mainframe and displays, at the agent's terminal, the current caller
account information. The apparatus also provides for automatic answering
and routing of incoming calls to the next available agent along with
caller account information retrieved from the mainframe.
U.S. Pat. No. 4,894,857, which issued on Jan. 16, 1990, to Szlam et al., is
a continuation-in-part of the Szlam et al. patent described above and
provides for a similar method and apparatus for retrofitting and extending
or upgrading an existing caller account servicing system to provide for
automated handling and processing of both incoming and outgoing calls. The
system controller and terminals use the same command and data format
structure as that already in use by the existing system and software of
the mainframe. The system controller is transparent to the operation of
the mainframe and the agent terminals and allows the system to be upgraded
without the necessity of purchasing different software or programs for the
mainframe.
As mentioned above, the prior art has taken a piecemeal approach to voice,
text, image and call processing systems, preferring to treat them as
separate and distinct. In limited cases, particularly as illustrated in
the patents to Szlam et al., integration of data and call processing
systems has been limited to superficial cooperation at a communications
protocol level. The prior art has unfortunately failed to provide a
seamless, fully integrated voice-, text-and image-based system
specifically designed to operate in conjunction with live agents to
produce thereby a calling center that is able to be configured to function
as a mail, interactive or bulletin system and is adaptable to a wide range
of applications without requiring modification of either hardware of
software.
SUMMARY OF THE INVENTION
The present invention solves the foregoing problems and is directed to an
improved call center configured as an integrated voice, text and image
communication system and providing for automated processing of inbound and
outbound telephone calls. A key point of novelty of the present invention
is its ability to connect callers to live agents when necessary, all the
while retaining unified software control of the interaction between caller
and agent via an agent script. As such, the present invention is the first
to treat interaction with live agents as simply another type of functional
partition.
Therefore, it is a primary object of the present invention to provide an
integrated telephone call handling system adapted to be coupled to (1) a
telephone network to enable the system to communicate via the network, (2)
an agent workstation to enable an agent to communicate with the system and
(3) an agent telephone to enable the agent to communicate with a party via
the system and the network. The system is controlled by a unified software
system comprising a system for controlling a call between the system and
the party, the unified controlling system capable of (1) transferring the
call among functional partitions within the system, the functional
partitions providing mechanized communication via the network and (2)
directing communications between the party and a selected one of the
functional partitions.
One of the most powerful advantages realized by providing such an
integrated system for handling calls and data is the ability to use a
unified script language to thereby allow unified scripting of a call from
inception to termination, including scripting of interactions between a
party and an agent. Accordingly, the present invention provides for a
first script for directing interaction between the system and the party
and a second script for directing interaction between the system and the
agent. Thus, the present invention is the first to provide for a way of
scripting interactions with a live agent, thus treating the live agent as
just another functional partition. In a preferred embodiment, the first
script and the second script are able to communicate information between
one another, all under common control.
Another major advantage realized by integration of heretofore separate call
handling functions is integration of record-keeping during a particular
call. Accordingly, it is another object of the present invention to
provide a system further comprising means for creating a single record
containing data gathered during a single call session and means for
storing data pertaining to the single call session in the single record
throughout a duration of the call, the data gathered from a plurality of
functional partitions within the system to thereby eliminate a need to
gather a particular datum multiple times during the single call. Unified
scripting facilitates creation and maintenance of the single record. The
record can contain data received from the caller or data generated by the
system, including its various functional partitions and any database.
These single records can be cross-referenced to one another to thereby
create a meta-record of an entire transaction with a particular caller,
allowing auditing and reporting of the entire transaction, rather than of
just single calls within the transaction.
In its preferred embodiment, the system of the present invention comprises
an agent workstation coupled to the system, the workstation permitting
communication between the agent and the system. This permits the agent to
view portions of the call record to allow the agent to more effectively
and efficiently serve the caller's needs. This also allows the agent to
access data contained in a central database, existing as either part of
the system itself, or as an external host database.
As previously mentioned, the system of the present invention can be
configured to communicate with callers in one or more of several system
modes, depending upon the particular application. First, the system can
operate as a mail system, wherein the system presents information intended
for delivery to a particular caller to the particular caller (store and
forward). Second, the system can act as an interactive system, wherein the
system presents information to a caller in a manner determined by the
caller (perhaps as part of an IVR). Finally, the system can be configured
as a bulletin system, wherein the system presents information to caller in
a predetermined manner (perhaps as part of an audio text system).
The preferred environment for operation of the present invention is a
communications system having (1) an agent for communicating with inquiring
parties, (2) a database of information pertaining to accounts of the
parties and (3) call completion capability for terminating calls to a
plurality of different call terminations, the terminations including
automated data response for obtaining information from a selected one of
the accounts. In that environment, the present invention provides for a
control unit for answering calls from the inquiring parties and for
directing any of the calls to a selected one of the call terminations,
comprising (1) means for (a) interactively communicating with one of the
parties to determine which call termination is required, (b) establishing
a first call termination with respect to the one of the parties and (c)
transferring to the first call termination any data obtained with respect
to the one of the parties. The invention further provides (2) means for
continuing to monitor established communication connections to permit
modification of the first call termination when the one of the parties
desires connection to a second call termination and (3) means for
transferring to the second call termination the any data obtained with
respect to the one of the parties and any data obtained during the first
call termination.
Typically, the first call termination is a data response and the second
call termination is to the agent. The system further including means,
associated with the agent, for providing selected account information to
the agent when the agent becomes connected to the one of the parties and
the communicating means includes means for providing a preselected portion
of the one of the parties's account data to the agent concurrent with the
transferring of the second call termination to the agent, the preselected
portion including a portion of the any data obtained with respect to the
one of the parties. The monitoring means further includes means for
modifying a call termination at a direction of the one of the parties or
any call termination.
The present invention also includes methods of operation of such systems.
In a typical application, incoming callers are provided typical account
information in a VRU script that has been programed into the system. When
a caller requests a live agent, such as by pressing "0" on a touchtone
telephone pad, the caller is routed to an ACD that allows calls to be held
pending agent availability. The ACD can provide selected call-back when an
agent becomes available or at a specific future time. When an agent
becomes available, the call is connected and the caller's host computer
session is immediately switched to the agent's workstation screen so that
the selected agent can answer the call armed with specific information
pertaining to the caller.
The foregoing has outlined rather broadly the features and technical
advantages of the present invention in order that the detailed description
of the invention that follows may be better understood. Additional
features and advantages of the invention will be described hereinafter
that form the subject of the claims of the invention. It should be
appreciated by those skilled in the art that the conception and the
specific embodiment disclosed may be readily used as a basis for modifying
or designing other structures for carrying out the same purposes of the
present invention. It should also be realized by those skilled in the art
that such equivalent constructions do not depart from the spirit and scope
of the invention as set forth in the appended claims.
BRIEF DESCRIPTION OF THE DRAWINGS
For a more complete understanding of the present invention, and the
advantages thereof, reference is now made to the following descriptions
taken in conjunction with the accompanying drawings, in which:
FIG. 1 illustrates a prior art method for servicing callers;
FIG. 2 illustrates a prior art method for automatically servicing callers;
FIG. 3 illustrates a prior art conventional call center;
FIG. 4 illustrates a call center according to the present invention; and
FIG. 5 illustrates a system architecture of the present invention.
DETAILED DESCRIPTION OF THE INVENTION
Referring to FIG. 1, illustrated is a prior art system for servicing of
caller accounts on either an incoming or outgoing basis. The system is
comprised of PBX 11 attached to subscriber public network 10. A caller
account representative, or agent, will employ telephone 12, that is
connected to PBX 11, and data terminal 13, that is connected to host
mainframe Host 14 contains a database of caller account information.
In this system, customers calls from public network 10 are received by PBX
11 and subsequently transferred to telephone 12 so that the caller account
representative may speak with the caller. The caller account
representative will access caller account information from host 14 through
data terminal 13.
The caller account representative may also place outgoing calls to public
network 10 through PBX 11. In performing this task, the agent must
manually retrieve caller account information from host 14 through terminal
13 and manually dial on telephone 12 the caller's telephone number and
wait for the caller to answer. Of course, there may be a p | | |
