CROSS-CHANNEL CONVERSATIONS WITH CONTEXT AWARE TRANSITION BETWEEN CHANNELS

CROSS-CHANNEL CONVERSATIONS WITH CONTEXT AWARE TRANSITION BETWEEN CHANNELS

A method for engaging in cross-channel communication between an agent and a user of a contact center, the method including: engaging the user in a first communication session via a first communication channel; providing the user a link to a second communication channel; receiving actuation of the li...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: BELOV, SERGEY, B, PETROVYKH, YEVGENIY, STOERTENBECKER, ARNE, PIMTCHENKOV, VLADIMIR, MACKEY, PATRICK, KHODORENKO, ALEX
Format: Patent
Sprache:eng ; fre ; ger
Schlagworte:
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:A method for engaging in cross-channel communication between an agent and a user of a contact center, the method including: engaging the user in a first communication session via a first communication channel; providing the user a link to a second communication channel; receiving actuation of the link; retrieving data associated with the first communication session in response to actuation of the link; and engaging the user in a second communication session via the second communication channel, wherein the second communication session is associated with the retrieved data associated with the first communication session.