Inventors:
Robert Bushey - Cedar Park TX, US
Yanira Bowen - South Pasadena CA, US
Ruth Lawrence - Los Angeles CA, US
John Martin - Austin TX, US
Denise Quackenbush - Danville CA, US
Rachel Simon - Walnut Creek CA, US
Assignee:
SBC TECHNOLOGY RESOURCES, INC. - Austin TX
International Classification:
H04M003/42
H04M001/64
H04M003/00
US Classification:
379/211020, 379/265020, 379/088220
Abstract:
The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu messages are arranged and played to the caller in the order of the most frequently requested tasks and include terminology commonly used by customers.
