17529796. CALL CONTEXT TRANSFER FROM ONE CALL CENTER SYSTEM TO OTHER CALL CENTER SYSTEM(S) simplified abstract (MICROSOFT TECHNOLOGY LICENSING, LLC)

CALL CONTEXT TRANSFER FROM ONE CALL CENTER SYSTEM TO OTHER CALL CENTER SYSTEM(S)

Organization Name

MICROSOFT TECHNOLOGY LICENSING, LLC

Inventor(s)

Shiva Agarwal of Sammamish WA (US)

Alexander Adam Fennell of Philadelphia PA (US)

Anabela da Silva Carvalho Heliszkowski of Kirkland WA (US)

Hayley Kara Howell of Los Altos CA (US)

Peter Burr Nilsson of Mercer Island WA (US)

Puneet Singh Sohi of Renton WA (US)

Daniel Blaine Thorington of Tacoma WA (US)

Stephanie Ann English of Woodinville WA (US)

Sathak Abdul Hameed Sathakathulla of Bellevue WA (US)

Abhas Brahma of Issaquah WA (US)

CALL CONTEXT TRANSFER FROM ONE CALL CENTER SYSTEM TO OTHER CALL CENTER SYSTEM(S) - A simplified explanation of the abstract

This abstract first appeared for US patent application 17529796 titled 'CALL CONTEXT TRANSFER FROM ONE CALL CENTER SYSTEM TO OTHER CALL CENTER SYSTEM(S)

Simplified Explanation

The patent application describes a method for transferring call context between different call center systems. Here are the key points:

• The system allows for the transfer of call context from one call center system to another.
• During a communication session between a user and an agent of the first call center system, context information is determined and sent to a call context service.
• The call context service stores the context information and can provide it to other call center systems upon request.
• When a call is transferred to an agent of a second call center system, the first system requests the service to provide the transfer number of the second system.
• The service determines the transfer number and provides it to the first system, which then performs the call transfer using the provided number.
• After the transfer is complete, the second system can request the context information from the service, and the service provides the context to the second system.

Potential applications of this technology:

• Call centers can seamlessly transfer calls between different systems while retaining important context information.
• This can improve customer service by ensuring that agents have access to relevant information about the caller's previous interactions.
• It can also enhance efficiency by reducing the need for customers to repeat information when transferred between agents or systems.

Problems solved by this technology:

• Call transfers between different call center systems often result in the loss of important context information.
• This can lead to a poor customer experience as callers have to repeat information or agents are not fully informed about the caller's history.
• The described system solves this problem by providing a mechanism for transferring and storing call context information.

Benefits of this technology:

• Improved customer experience by reducing the need for callers to repeat information.
• Enhanced agent efficiency by providing them with relevant context information during call transfers.
• Streamlined call center operations by enabling seamless transfers between different systems.

Original Abstract Submitted

Methods, systems, apparatuses, and computer-readable storage mediums described herein are configured to transfer call context between different call center systems. For example, a first call center system that establishes a communication session between a user and an agent of the first system provides context determined during the session to a call context service. The service stores the context and provides it to other requesting call center systems. For instance, during a call transfer to an agent of a second system, the first system requests the service to provide a transfer number of the second system to which the user is to be transferred. The service determines the transfer number and provides it to the first system. The first system performs the call transfer using the number. After the transfer is complete, the second system provides a request for the context, and the service provides the context to the second system.