Patent ID: 7602898
Filing Date: 2009-10-13
Classification: H04M

Abstract:
1. A customer support calls system comprising: an interactive voice response system to receive a customer support call, to determine a caller identification associated with the customer support call, and to determine whether the a computer system associated with the customer support call˜includes an installed self-support tool; a self-support tool server to receive a self-support tool identifier from the computer system associated with the customer support call and to provide the self-support tool identifier to the interactive voice response system; wherein the interactive voice response system compares the caller identification associated with the customer support call to the self-support tool identifier provided by the self-support tool server to determine whether the computer system associated with the customer support call includes the installed self-support tool; a call center management system responsive to the interactive voice response system, the call center management system configured to direct the customer support call to a destination in response to determining whether the computer system associated with the customer support call includes the installed self-support tool; a call center metrics database responsive to the call center management system, the call center metrics database to store metrics data associated with the customer support call; a data warehouse responsive to the call center metrics database and responsive to the self-support tool server, the data warehouse to store the metrics data associated with the customer support call and to store the self-support tool identifier from the computer system associated with the customer support call; and an interface system to access the data warehouse and to display measurement data associated with effectiveness of the installed self-support tool.