Patent ID: 7831031
Filing Date: 2010-11-09
Classification: H04M

Abstract:
1. A front-end automation system comprising: a call distribution system inter-operably connected to and adapted to control a programmable switch; a programmable switch adapted to receive and transmit voice-communication requests and voice-communication best-match responses between a caller and an interactive voice unit; an interactive voice response unit inter-operably connected to the programmable switch and adapted to receive and transmit voice communication requests and voice-communication best-match responses between the programmable switch and a speech recognition system; and a speech recognition system inter-operably connected to the interactive voice response unit and adapted to process the voice communication request; and wherein the front-end automation system is operable to communicate with an operator services switch and a back-end automation system, the communication with the back-end automation system being via a path independent of the operator services switch.