SYSTEMS AND METHODS RELATING TO A CONTACT CENTER MEDIA SERVICES

A method of providing customer relations services to customer on behalf of a contact center by utilizing agent devices, the agent devices being updated over a network with content items and the content items being processed by the agent devices so to provide the customer relation services. The metho...

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Bibliographische Detailangaben
Hauptverfasser:	BUDILOVSKY, GRYGORIY, EPIKTETOV, MIKHAIL G
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:	A method of providing customer relations services to customer on behalf of a contact center by utilizing agent devices, the agent devices being updated over a network with content items and the content items being processed by the agent devices so to provide the customer relation services. The method includes: receiving a request for a first content item from a first agent device of the agent devices; identifying candidate agent devices from the agent devices as ones of the agent devices capable of providing the first content item; selecting, via selection rules included in control logic, a selected agent device from the candidate agent devices for sharing the first content item with the first agent device; and transmitting instructions to the selected agent device initiating the selected agent device to transfer the first content item with the first agent device.