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Promoting caller voice browsing in a hold queue
| Details |
Inventors: Brown, Michael Wayne; McIntyre, Joseph Herbert; Paolini, Michael A.; Weaver, James Mark; Winters, Scott Lee;
Assignee: International Business Machines Corporation (Armonk, NY)
Primary Examiner: Tieu; Benny Quoc
Assistant Examiner:
Attorney, Agent or Firm: Walker; Mark S. Pattillo; Amy J.
A method, system, and program for promoting caller voice browsing while a caller is waiting in a hold queue are provided. At least one web page is selected for voice browsing by a particular caller waiting in a hold queue. The particular caller may be offered an incentive to voice browse the at least one web page, such that an on hold system housing the hold queue may promote voice browsing of specific web pages. Incentives may be in the form of points that are redeemable by the caller, for example, for adjustments in position within the call queue. In addition, the identity of the caller is preferably authenticated and a caller profile accessed according to the authenticated caller identity. Voice browsing web page selections may be tailored for the caller according to the caller profile. |
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DETAILED DESCRIPTION In view of the foregoing, it is therefore an object of the present invention to provide an improved telecommunications system.
It is another object of the present invention to provide a method, system and program for improved call hold queues.
It is yet another object of the present invention to provide a method, system and program for promoting caller voice browsing while a caller is on hold in a call queue.
According to one aspect of the present invention, at least one web page is selected for voice browsing by a particular caller waiting in a hold queue.
Then, the particular caller is offered an incentive to voice browse the at least one web page, such that an on hold system housing the hold queue may promote voice browsing of specific web pages.
According to another aspect of the present invention, a call from a caller is received with an authenticated identity at a hold queue.
A caller profile stored in association with the authenticated identity is accessed via a network.
A voice XML script is specified according to the caller profile, such that voice browsing while waiting in the hold queue is specified for the caller.
All objects, features, and advantages of the present invention will become apparent in the following detailed written description.
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Ring Tones 
