Networking — Something Good to Know

January 8, 2014

“Select-to-visit” – a telephone IVR system base web page delivery and presentation capability

Filed under: Uncategorized — conningtech @ 8:45 pm

 

1.      Background information

“click-to-call” is a web capability that allows the web page viewer to make a real-time call to the targeted recipient while surfing the web page. The calling device can be a software phone client on the same computer or it can be any common independent phone devices (e.g. telephone, cellphone etc.) with its telephone number associated with the “click-to-call” configuration. When the “click-to-call” link/button in the web page is clicked by the viewer, a call is made between the viewer’s designated phone device to the targeted recipient and then the two parties can proceed with real-time call session when call is established. This is a great feature that integrates the information-rich web pages with the real-time on-demand capability of phone services, and is very useful in customer service type of applications.

 

In the traditional telephone based customer service (e.g. call center) use cases, the typical scenario is like:

  1. Customer calls the customer service number (e.g. a 1-800 number)
  2. The call is initially answered by the interactive voice response (IVR) system and the calling customer is prompted to follow and menu and response with appropriate selection so that the system can direct the call to appropriate agent and/or automatic handling logic.
  3. When the customer service call is initially established, a lot of customer service IVR introductive announcement has statement like “Welcome to xxx customer service, you can also visit our web page at www.xxx.com. For sales, please press or say ‘one’, for order status, please press or say ‘two’,……”
  4. In response to this “welcome” menu, if a customer want to visit the company’s web site, he/she needs to open the web browser and type in the company’s web link as announced and then start visit the web page. 

2.      Description of “Select-to-visit”

The “Select-to-visit” capability described here is to introduce the following capabilities into the telephone IVR system based applications that allows the web page be automatically opened in the customer’s designated device (e.g. computer, smartphone etc.) when the customer select the “visit company web” option in the IVR menu during the customer service call session.

  1. Customer calls the customer service number (e.g. a 1-800 number)
  2. The call is initially answered by the interactive voice response (IVR) system and the calling customer is announced the “welcome” menu like “Welcome to xxx customer service, to visit our web page at www.xxx.com, please press or say ‘nine’, for sales, please press or say ‘one’, for order status, please press or say ‘two’,……”
  3. If the customer press or say “nine”, the IVR system then trigger a web proxy server to issue a web request to acquire the company’s web page and redirect the corresponding reply to the designated calling customer web capable device (such as computer or smartphone that makes the customer service call).
  4. On receiving such web page reply, the client/agent in the customer device opens the customer preferred web browser automatically and displays the received page contents.
  5. The customer designated web page receiving device can be determined by either configuration in the customer’s account or customer device capability detection mechanism provided by the network.

Customer service/call center application is only one typical usage example of this “select-to-visit” capability. This capability can definitely be used in any other telephone IVR and web integration applications.

 

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