18337209. 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 18337209 titled 'CALL CONTEXT TRANSFER FROM ONE CALL CENTER SYSTEM TO OTHER CALL CENTER SYSTEM(S)

Simplified Explanation

The patent application describes a system for transferring call context between different call center systems, allowing for a seamless transfer of information during a call session.

• The first call center system establishes a communication session between a user and an agent, then sends the context of the session to a call context service for storage.
• The call context service stores the context and provides it to other call center systems upon request, facilitating the transfer of information between systems during a call transfer.
• During a call transfer to a second system, the first system requests the transfer number from the call context service, which determines and provides the number for the transfer.
• After the transfer is complete, the second system requests the context from the service, which provides the stored context to the second system.

Potential Applications

This technology could be applied in various industries where call centers are used, such as customer service, technical support, and sales.

Problems Solved

This system solves the problem of losing important context and information during call transfers between different call center systems, leading to a more efficient and effective customer service experience.

Benefits

The benefits of this technology include improved customer service, faster call resolution times, and a more seamless experience for both customers and agents.

Potential Commercial Applications

Potential commercial applications of this technology include call center software providers, telecommunications companies, and businesses with large call centers looking to improve their customer service operations.

Possible Prior Art

One possible prior art for this technology could be the use of call transfer protocols in traditional call center systems, but the specific method of transferring call context between systems may be a novel innovation.

How does this technology ensure the security and privacy of transferred call context data?

The patent application does not provide details on the security measures in place to protect the transferred call context data.

What is the scalability of this system for large call centers with high call volumes?

The patent application does not address how the system can handle large call volumes in busy call centers.

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.