{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-9854099","patent":{"patent_number":"US-9854099","title":"Call center call-back push notifications","assignee":null,"inventors":[],"filing_date":"2016-11-03T00:00:00.000Z","publication_date":"2017-12-26T00:00:00.000Z","cpc_codes":["H04M","H04L","H04M","H04M","H04M","H04M","H04M","H04M","H04M","H04M","H04M","H04M"],"num_claims":20,"abstract":"A method for creating a push notification at a call center includes: receiving a call from a caller device; receiving, from the caller device, caller identification information; receiving, from the caller device, an inquiry; generating an encrypted token including the caller identification information and the inquiry; and when an agent is available, sending a push notification to the caller device for connecting the caller to the agent, the push notification being associated with the encrypted token, and wherein the agent uses the caller identification information from the encrypted token when the agent is addressing the inquiry."},"analysis":{"summary":"Call Center Call-back Push Notifications introduce a novel method for enhancing customer service and call center efficiency. The core innovation lies in utilizing push notifications to connect callers with available agents, eliminating the need for prolonged hold times. This is achieved by generating an encrypted token containing caller identification and inquiry details upon receiving a call. When an agent becomes available, a push notification is sent to the caller's device, enabling a direct connection.\n\nThis approach solves the pervasive problem of customer frustration and wasted time associated with traditional call center wait queues. By offering a convenient call-back option via push notification, customers can avoid being tethered to the phone, significantly improving their overall experience. This technology integrates seamlessly with existing call center infrastructure, making it a cost-effective solution for various industries.\n\nThe business value of Call Center Call-back Push Notifications is substantial. It reduces call abandonment rates, increases customer satisfaction, and improves agent productivity. By optimizing call center operations, businesses can lower operational costs and enhance their brand reputation. The technology also provides valuable data insights, enabling call centers to track call-back requests and agent performance.\n\nThe market opportunity for this technology is significant, as the demand for seamless and convenient customer service continues to grow. Call centers across various industries, including healthcare, finance, and retail, can benefit from implementing this system. This innovation has the potential to transform the call center landscape by providing a more efficient and customer-centric approach to handling inquiries.","layman_explanation":"Call Center Call-back Push Notifications address the common problem of long wait times when calling customer service. Existing solutions often involve waiting on hold, which is inconvenient and frustrating for customers. This patent introduces a system that uses push notifications to alert customers when an agent is available, eliminating the need to wait on hold.\n\nHere's how it works: When you call a call center using this system, you provide your information and the reason for your call. The system then generates a special code that securely stores this information. Instead of keeping you on hold, the system sends a notification to your phone when an agent is ready to assist you. This is similar to getting a text message when your table is ready at a restaurant.\n\nThis technology matters because it significantly improves the customer experience. By eliminating wait times, businesses can increase customer satisfaction and loyalty. It also allows customers to use their time more efficiently, as they are not tethered to the phone. This can lead to a competitive advantage and increased revenue for businesses. This innovation has the potential to transform the call center industry by making customer service more convenient and efficient.\n\nFuture applications of this technology may include integration with other communication channels, such as email and chat. As market adoption increases, we can expect to see more call centers implementing this system to improve their customer service operations. This could also lead to new investment opportunities in companies that develop and implement this technology.","technical_analysis":"Call Center Call-back Push Notifications provide a technical solution to the problem of long wait times in call centers. The system architecture consists of several key components: a call receiver, an inquiry processor, an encryption module, and a push notification server. The call receiver accepts incoming calls and collects caller identification information. The inquiry processor analyzes the caller's inquiry and extracts relevant details.\n\nThe encryption module generates an encrypted token containing the caller's identification information and the inquiry details. This token is then associated with the push notification sent to the caller's device. When an agent becomes available, the push notification server sends a push notification to the caller's device, prompting the caller to connect with the agent. The system integrates with existing telephony platforms and CRM systems.\n\nImplementation involves secure encryption algorithms to protect caller information. The push notification server must handle high volumes of notifications reliably. Integration patterns include APIs for seamless data exchange. Performance is characterized by reduced wait times and improved agent utilization. Code-level implications involve secure handling of encrypted tokens and efficient push notification delivery. The system is designed for scalability and reliability, ensuring optimal performance even during peak call volumes.","business_analysis":"Call Center Call-back Push Notifications present a significant market opportunity within the customer service and call center industries. The size of the market is substantial, with a growing demand for efficient and customer-centric solutions. The competitive advantages of this technology include reduced wait times, increased customer satisfaction, and improved agent productivity. The revenue potential is high, as call centers can reduce operational costs and enhance customer loyalty.\n\nThe business model involves licensing the technology to call centers or offering it as a cloud-based service. Strategic positioning focuses on providing a cost-effective and easy-to-implement solution. ROI projections indicate a significant return on investment, as call centers can reduce call abandonment rates and improve overall efficiency. The technology enables businesses to provide a superior customer experience, leading to increased customer retention and revenue growth. The market is ripe for disruption, and Call Center Call-back Push Notifications are well-positioned to capitalize on this opportunity.","faqs":null,"topics":["call center","push notifications","customer service","call-back system","customer experience","center","notifications","represent"],"tech_cluster":null},"seo":{"title":"Call Center Call-back Push Notifications - Patent US-9854099","description":"Discover how Call Center Call-back Push Notifications eliminate hold times and improve customer satisfaction. Full patent analysis, claims, and technical details.","keywords":["call center","push notifications","customer service","call-back system","customer experience","patent","patent US-9854099"]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-9854099","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-9854099","citation_suggestion":"Patentable. \"Call center call-back push notifications\" (US-9854099). https://patentable.app/patents/US-9854099","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-9854099","json":"https://patentable.app/api/llm-context/US-9854099","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-29T23:11:03.876Z"}