System and method for voice and data convergence
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United States of America Patent
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Oct 5, 2010
Grant Date -
Feb 2, 2006
app pub date -
Jul 29, 2004
filing date -
Jul 29, 2004
priority date (Note) -
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Abstract
The method and apparatus is for converting messages and responses between text messages of a user and voice responses of at least one agent in an automatic contact distribution system having a plurality of agents. In one embodiment, the method includes sending a text message in a text format from first location via a network; receiving the text message from the network at a second location; and converting the text message from a text format to a voice message in a voice format. The method further includes converting a voice response in the voice format from an agent to a text response in the text format, the voice response being in response to the text message; and sending the text response from the second location to the first location via the network. Thus, the user appears to communicate with the agent on a text basis, and the agent appears to communicate with the user on a voice basis.
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