Selection and initiation of IVR scripts by contact center agents

Selection and initiation of IVR scripts by contact center agents

Methods, devices and systems for selecting IVR script and initiating that IVR script are provided. More specifically, playback of an IVR script to a user of a client endpoint can be initiated by an agent at a content sharing endpoint selecting, dragging, and dropping a representation of that IVR scr...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: Kulkarni, Amey, Paithankar, Anand, Michaelis, Paul Roller, Adkar, Ashutosh
Format: Patent
Sprache:eng ; fre ; ger
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:Methods, devices and systems for selecting IVR script and initiating that IVR script are provided. More specifically, playback of an IVR script to a user of a client endpoint can be initiated by an agent at a content sharing endpoint selecting, dragging, and dropping a representation of that IVR script onto a representation of the voice communication session. After initiation of the IVR script, the agent can drop off of the call, leaving the IVR system to interact with the client endpoint without requiring further agent involvement.