Patent ID: 8675858
Filing Date: 2014-03-18
Classification: G06F,H04M

Abstract:
1. A method comprising: receiving, at a call center server, call information associated with a call from a calling party directed to a called party, the call information including a calling party number; in response to receiving the call information, transmitting from the call center server to the calling party a pre-canned message; only if the calling party number is a home number of the calling party associated with a landline telephone connected to a circuit switched network, performing the following operations: searching, by the call center server, a database with a called party number as a search key; retrieving from the database customer relationship management information associated with the called party and the calling party and presence information which identifies a third party from a plurality of third parties that is available to handle the call, the presence information comprising information relating time of day to availability of the third party, identification information of a client associated with the third party and identification information of the third party; automatically transmitting the customer relationship management information associated with the called party and the calling party from the call center server to the third party in response to receiving the call information, the customer relationship management information including a name of a party associated with the called party, street address information associated with the called party, product preferences of the calling party, inventory and sales information associated with the called party, catalog information associated with the called party, cost information associated with the called party, specific scripts about the called party's business that instructs the third party on what phrases to use to assume a persona of the called party, specific business rules related to the calling party and a responding third party preference of the calling party, product and price preference associated with the calling party, the specific business rules related to the calling party provide a premium call center for a premium calling party, the premium call center provides a shorter queue and the plurality of third parties that are specifically trained to assist the premium calling party; receiving a response from the third party in response to transmitting the customer relationship management information associated with the called party and the calling party, the response being in accordance with the responding third party preference of the calling party; presenting a graphical user interface to the third party for use in conjunction with the customer relationship management information associated with the called party in assuming the persona of the called party; and connecting the call from the calling party to the client associated with the third party, wherein the third party assumes the persona of the called party by representing to the calling party that the third party is the called party, the representing including: responding to questions from the calling party using the product preferences of the calling party, using phrases defined by the specific scripts about the called party's business, and using the specific business rules providing knowledge about the calling party.