System for optimizing the monetization of outgoing video sessions of a contact center

System for optimizing the monetization of outgoing video sessions of a contact center

Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an imag...

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Hauptverfasser: O'Connor Neil, Kelly Paul, Loftus Liam, D'Arcy Paul, Burke Sean
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
PICTORIAL COMMUNICATION, e.g. TELEVISION
TELEPHONIC COMMUNICATION
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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creator O'Connor Neil
Kelly Paul
Loftus Liam
D'Arcy Paul
Burke Sean
description Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an image size. The interactive video session also includes inserting an agent video portion within the first video stream, the agent video portion occupying a first part of the image size; providing an agent computer with a script related to a subject of the interactive video session; and inserting an automation within the first video stream; the automation occupying a second part of the image size. Input is received from the customer computer interacting with the automation; and based on the input, the script provided to the agent computer is modified.
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subjects ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
PICTORIAL COMMUNICATION, e.g. TELEVISION
TELEPHONIC COMMUNICATION
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
title System for optimizing the monetization of outgoing video sessions of a contact center
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