B
Bruce Edward Kierstead
Publications - 5
Citations - 915
Bruce Edward Kierstead is an academic researcher. The author has contributed to research in topics: Self-service & Customer to customer. The author has an hindex of 5, co-authored 5 publications receiving 915 citations.
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Patent
System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
Thomas Howard Bateman,Bruce Edward Kierstead,William Alexander Noble,Timothy Lee Curry,John Alan Lockett,Laurie Edward Mersereau,Robert James Ouellette +6 more
TL;DR: The Customer Contact Channel Changer as mentioned in this paper enables the integration of different customer contact channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers.
Patent
Method and system for coordinating data and voice communications via customer contact channel changing system
Thomas Howard Bateman,Bruce Edward Kierstead,William Alexander Noble,Timothy Lee Curry,John Alan Lockett,Laurie Edward Mersereau,Robert James Ouellette +6 more
TL;DR: The Customer Contact Channel Changer as discussed by the authors enables the integration of different customer contact channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers.
Patent
Method and system for coordinating data and voice communications via customer contract channel changing system using voice over IP
Thomas Howard Bateman,Bruce Edward Kierstead,William Alexander Noble,Timothy Lee Curry,John Alan Lockett,Laurie Edward Mersereau,Robert James Ouellette +6 more
TL;DR: The Customer Contact Channel Changer as discussed by the authors enables the integration of different customer contact channels such as live call centre ACD agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers.
Patent
System for obtaining help over a communication system by using specific customer contact channels
Thomas Howard Bateman,Bruce Edward Kierstead,William Alexander Noble,John Alan Lockett,Laurie Edward Mersereau,Robert James Ouellette,Timothy Lee Curry +6 more
TL;DR: In this paper, the integration of different customer contact channels such as live call centre ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web ) servers is discussed.
Patent
Customer contact channel changer
Thomas Howard Bateman,Bruce Edward Kierstead,William Alexander Noble,Timothy Lee Curry,John Alan Lockett,Laurie Edward Mersereau,Robert James Ouellette +6 more
TL;DR: The Customer Contact Channel Changer as mentioned in this paper enables the integration of different customer contact channels such as live call cent re ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW(World Wide Web ) servers.