Telephonic teleservices management

Patent metadata

Field	Value
Publication number	US-9020140-B2
Application number	US-201213669127-A
Country	US
Kind code	B2
Filing date	Nov 5, 2012
Priority date	Nov 5, 2012
Publication date	Apr 28, 2015
Grant date	Apr 28, 2015

Abstract

A system and method to provide telephonic teleservices management is provided. The system may comprise a session management module used to establish a session with an agent via a telephone of the agent. An agent management module may manage a work state of the agent within a plurality of sequential calls between the agent and a plurality of customers. During the session, the connection with the agent remains established between each of the sequential calls. A hub management module manages a call hub during a call of the plurality of sequential calls between the agent and a customer of the plurality of customers.

First claim

What is claimed is:

1. A system comprising:
a memory;
one or more processors;
a session management module stored in the memory and executed by the one or more processors configured to:
receive a voice phone call from an agent using a telephone;
based on the voice phone call, identify the agent; and
establish a session with the agent via the telephone of the agent;

an agent management module stored in the memory and executed by the one or more processors configured to…

Assignees

• Sap Ag
• Sap Se

Inventors

• Salkala Ville

Classifications

• H04M3/5158 Primary

  Electricity · mapped topic