Patent ID: 7996251
Filing Date: 2011-08-09
Classification: G06Q,H04M

Abstract:
1. A method for providing assistance to a customer of a company through a web based system, the company having a customer service center, the customer service center supported by an automatic call distributor (ACD), an Interactive Voice Response (IVR) system, a work flow management (WFM) system, a web portal, one or more web-based applications, a knowledge database, map functions, a message web gateway, a customer satisfaction (CSAT) system, a customer relationship management (CRM) system and a suggestions/feedback repository system, the method comprising: a. providing a web page on the web portal, the web page acting as an interface between the customer and the customer service center of the company; b. providing one or more options on the web page to be selected by the customer, the one or more options corresponding to one or more modes of contact between the customer and customer service representatives at the customer service center; c. providing an estimated wait time on the web page, for at least one of the one or more modes of contact; d. providing an estimated less busy time on the web page for at least one of the one or more modes of contact; and e. providing a knowledge database search option;