TELETECH HOLDINGS, INC. Patent applications |
Patent application number | Title | Published |
20140022328 | METHOD FOR PROVIDING SUPPORT WITH ASSOCIATES ANYWHERE AND NOTIFICATIONS - According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. A support service system is to receive a request from the first mobile device of the first user to request a live support service and in response to the request, the support service system is to identify a set of skills required to handle the first product currently navigated by the user. An agent manager to select a support agent having a skill set satisfying the identified skill set. A communications and routing system coupled to the support service system to establish session video chat communications session between the mobile devices of the user and the selected agent. | 01-23-2014 |
20130223614 | METHOD FOR PROVIDING SUPPORT SERVICES USING MULTI-CHANNEL NAVIGATOR AND ROUTE SEQUENCES - A service center receives a command from a remote device over a network, where the service center provides support services to users on products on behalf clients. Based on the command, a context element of a route sequence map associated with a user of the remote device is identified, where the identified context element is one of context elements of the route sequence map in a hierarchical structure. Each context element having one or more property values specifying at least one of an action to be performed by the service center and a link to one or more child context elements. It is determined whether the identified context element is an action context element or a navigation context element based on one or more property values associated with the identified context element. If so, an action specified by the identified context is performed. | 08-29-2013 |
20130173687 | METHOD FOR PROVIDING SUPPORT SERVICES USING CONSUMER SELECTED SPECIALISTS AND SPECIALIST RATINGS - A service center receives a request from a remote device for a live support session of a product supported by the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. In response to the request, the service center determines one or more preferred agents that are known to a user of the remote device and transmits information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session. In response to a user selection of an agent, a communications session is established between the user and the selected agent to enable the selected agent to provide live support. | 07-04-2013 |
20130089848 | METHOD FOR PROVIDING LEARNING COURSES VIA A SERVICE CENTER SUPPORTING A VARIETY OF PRODUCTS - A service center receives a request from a remote device for accessing a learning course describing operations of a product that has been registered with the service center. In response to the request, a media stream representing the learning course is transmitted to the remote device to allow a user of the remote device to navigate the learning course, without requiring the user to directly access a training facility of a product provider associated with the registered product. User interaction with the learning course is tracked and analyzed to generate an analysis result, where the analysis result is utilized to generate or identify a subsequent learning course specifically tailored to the user. The analysis result is transmitted to the product provider to allow the product provider for the purpose of determining customer satisfaction. | 04-11-2013 |
20130073403 | METHOD FOR ACTIVATING SERVICES ASSOCIATED WITH A PRODUCT VIA A SERVICE CENTER SUPPORTING A VARIETY OF PRODUCTS - A service center receives a request for activating a subscribed service on a first device that has been registered with the service center, where the service center provides services to a plurality of products on behalf of a plurality of product providers. In response to the request, device information about the registered first device is retrieved from an internal database, where the device information was collected when the first device was registered with the service center. Subscription information including credentials of a user who has subscribed the subscribed service is obtained for authentication. The device information and the credentials are transmitted to a service provider that provides the subscribed service to allow the service provider to activate the subscribed service on the first device, without having the user to directly contact the service provider for activating the subscribed service. | 03-21-2013 |
20130047232 | MULTIPLE AUTHENTICATION MECHANISMS FOR ACCESSING SERVICE CENTER SUPPORTING A VARIETY OF PRODUCTS - A service center receives first media data from a mobile device over a network, the first media data including at least one of an image and a voice stream presenting an identity of a user associated with the mobile device. The first media data was captured via at least one of a camera and a voice recorder of the mobile device. The user is authenticated by matching the first media data against second media data stored in the service center. The second media data has been previously registered with the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. Upon having successfully authenticated the user, support services are provided to the user for a product that has been registered with the service center by the user on behalf of a vendor. | 02-21-2013 |
20130046571 | METHOD FOR PROACTIVELY PREDICTING SUBJECT MATTER AND SKILL SET NEEDED OF SUPPORT SERVICES - A service center receives information representing user interaction of a user with a presentation while navigating the presentation at a remote device, where the presentation describes a possible solution to a problem related to a product supported by the service center. The service center provides support services for various products on behalf of various product providers. A subject matter of the product is predicted that the user is likely interested in based on the user interaction and one or more skill sets are identified that are required to provide support services for the subject matter of the product, while the user is navigating the presentation. In response to a request received from the remote device requesting a live support, a communications session is established between the user and an agent who qualifies the skill sets to enable the agent to provide live support services to the user. | 02-21-2013 |
20130024322 | PLATFORM FOR PROVIDING LIFE-CYCLE PRODUCT SUPPORT SERVICES - A service center receives a request for posting a message from a mobile device over a network, the request identifying a first discussion forum and a second discussion forum, the message pertaining to a product previously registered with the service center by a user. The message is transmitted to a first server hosting the first discussion forum over the network, together with first credentials retrieved from a database associated with the service center. The first credentials are to allow the first discussion forum to authenticate the user in order to post the message on the first discussion forum. The message is also transmitted to a second server hosting the second discussion forum over the network, together with second credentials retrieved from the database. The second credentials are to allow the second discussion forum to authenticate the user in order to post the message on the second discussion forum. | 01-24-2013 |
20130024277 | PLATFORM TO PROVIDE ADVERTISEMENTS TO USERS OF REGISTERED PRODUCTS - A service center identifies a first and a second users supported by the service center for products registered with the service center, where the service center is configured to provide support services to the users concerning the products on behalf of vendors that provide the products, wherein the first user and the second user have at least one common product registered with the service center. The service center determines whether the first user and the second user are members of a social community that is communicatively coupled to the service center via a first an application programming interface (API), where the social community is hosted by a third party over a network. A message is transmitted to a first mobile device associated with the first user to enable the first user to connect with the second user via the social community without requiring the first user directly accessing the social community. | 01-24-2013 |
20120266258 | METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES - According to one aspect, a first request is received at a services application programming interface (API) of a support center from a first user for a first product provided by a first client. A second request is received at the services API of the support center from a second user for a second product provided by a second client. A first knowledgebase (KB) associated with the first client and a second KB associated with the second client are identified. A third KB that contains information common to the first product and the second product is identified. The first KB and the third KB are enabled to be accessible by a first agent assigned to provide support services of the first product. The second KB and the third KB are enabled to be accessible by a second agent assigned to provide support services of the second product. | 10-18-2012 |
20120265800 | METHODS FOR PROVIDING SELF-SUPPORT SERVICES USING INFORMATION FROM A VIRAL SOURCE - According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center. | 10-18-2012 |
20120265697 | METHODS FOR PROVIDING SUPPORT SERVICES VIA AN AVAILABLE COMMUNICATION CHANNEL BASED ON USER PREFERENCE AND CLIENT PREFERENCE - According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product. A first list of one or more communication channels that are available for the user to contact an agent of the support center is generated based on a second list of one or more communication channels preferred by the user and a third list of one or more communication channels preferred by a vendor associated with the product. The first list of one or more communication channels is transmitted via the service API to the user. In response to a selection of a communication channel from the first list, a communication session is established between the user and the agent via the selected communication channel for providing support services of the product on behalf of the vendor. | 10-18-2012 |
20120265696 | METHODS FOR PROVIDING DYNAMIC AND PROACTIVE SUPPORT SERVICES - According to one aspect of the invention, it is determined, at a support center, a relationship between a first product provided by a first vendor and a second product provided by a second vendor. The first and second products have been purchased by a user via a purchasing facility associated with a client of the support center. In response to a first event received from the client or the first vendor indicating a change of the first product, a first message is transmitted to the user on behalf of the client notifying the user the change of the first product. A second message is automatically transmitted to the user offering a support service of a possible change of the second product in view of the relationship between the first and second products, without requiring the user to initiate a request for the support service. | 10-18-2012 |
20120265695 | ONE-TOUCH SUPPORT SERVICES APPLICATION PROGRAMMING INTERFACES - According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan. | 10-18-2012 |
20120265694 | ONE-TOUCH PLATFORM FOR PRODUCT REGISTRATION AND SUPPORT - According to one embodiment, a request is received at a support center a request from a user for registering a product, where the request includes a machine-readable code that uniquely represents the product. In response to the request, the product is identified and product information is compiled based on the machine-readable code without requiring the user to specifically provide the product information. The product information of the identified product is stored in a user asset store associated with the user, where the product information stored in the user asset store is utilized subsequently for supporting identified product. | 10-18-2012 |