Patent ID: 8594308
Filing Date: 2013-11-26
Classification: H04M

Abstract:
1. A system for maximizing efficiency of call transfer from being between a customer and a dialing agent, to being between the customer and a talker, comprising: a dialing agent computer having a memory, and a processor configured by the memory to provide a notification that a customer that has been dialed has been connected, referred to herein as a connected customer, via a call, wherein the dialing agent computer is used by the dialing agent; a talker computer having a memory, and a processor configured by the memory to receive a first customer identification associated with the customer prior to or upon dialing of the customer by the dialing agent and to receive a second customer identification associated with the customer that has been dialed after the customer has been connected to the dialing agent, wherein the talker computer is used by the talker, and wherein receipt of the first customer identification prior to or upon dialing of the customer by the dialing agent allows the talker to prepare for communication with the customer prior to receiving the second customer identification; and a central data server having a memory, and a processor configured by the memory to perform the steps of: transferring the first customer identification associated with the customer to the talker computer prior to or upon the dialing agent dialing the customer for purposes of highlighting a customer record on the talker computer in a first manner prior to the customer being connected to the dialing agent; receiving the notification from the dialing agent computer confirming that the customer that has been dialed has been connected; and after the dialing agent computer acknowledges connection to the customer, transferring the second customer identification associated with the connected customer to the talker computer for purposes of highlighting a customer record on the talker computer in a second manner; wherein prior to or upon highlighting the customer record on the talker computer in a first manner, the talker computer has stored therein data associated with the customer.