CUSTOMER CONTROLLED INTERACTION MANAGEMENT

CUSTOMER CONTROLLED INTERACTION MANAGEMENT

A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: MEZHIBOVSKY VLADIMIR, GOPALLA KENTIS, RISTOCK HERBERT W.A, TE BOOIJ MERIJN, RIAHI AKBAR
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.