SYSTEM AND METHOD FOR MANAGING MULTI-MODAL COMMUNICATION SESSIONS

A computing system for managing a multi-modal communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent com...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: Hayes Seamus, O'Connor Neil, Ezell Joel M
Format: Patent
Sprache:eng
Schlagworte:
Online-Zugang:Volltext bestellen
Tags: Tag hinzufügen
Keine Tags, Fügen Sie den ersten Tag hinzu!
Beschreibung
Zusammenfassung:A computing system for managing a multi-modal communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality. The system further includes an analysis module for analyzing the activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality. The system further includes a notification module for generating notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof to a supervisor.