CONNECTED MACHINE INITIATED SERVICE

CONNECTED MACHINE INITIATED SERVICE

Establishing a communications session between a plurality of user devices involves receiving, by a processor associated with a contact center, prior to the start of the communications session, event data including an identification of a machine-connected registered device and a state thereof from on...

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Hauptverfasser: BELL, CLIFF W, KAISER, LIZANNE, STOOPS, DANIEL STEWART
Format: Patent
Sprache:eng ; fre
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creator BELL, CLIFF W
KAISER, LIZANNE
STOOPS, DANIEL STEWART
description Establishing a communications session between a plurality of user devices involves receiving, by a processor associated with a contact center, prior to the start of the communications session, event data including an identification of a machine-connected registered device and a state thereof from one of the user devices. A digital service interface determines a state of the registered user device that is different from an other user device. A routing decision is determined based on the event data, in anticipation of an interaction establishing the communications session. First event data including the identification and the state of the registered user device is automatically transmitted to a contact center by the digital service interface. A user of the other user device, is provided with second event data that includes the state of the registered user device and information that enables the user to establish a communications session with the contact center. A connection to the contact center, is initiated by the user. The user is automatically routed to an agent determined by the contact center appropriate for handling, based on the first event data.
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title CONNECTED MACHINE INITIATED SERVICE
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