SYSTEM AND METHOD FOR CALL AND DATA MATCHING IN A CONTACT CENTER

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by t...

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Bibliographische Detailangaben
Hauptverfasser:	BARANOVSKY VLADISLAV, DUCLOS GREGORY JACOB, ANDERSON DAVID H, JAMES WILLIAM EDWARD, MEZHIBOVSKY VLADIMIR, GARCIA ERNESTO GARCIA, HEMELRIJK SONJA HOFFMAN, BRAZHNYK ANTON
Format:	Patent
Sprache:	eng
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION WIRELESS COMMUNICATIONS NETWORKS
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Beschreibung
Zusammenfassung:	A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.