System and method for managing customer interactions

• US 10,007,919 B2
• Filed: 12/31/2014
• Issued: 06/26/2018
• Est. Priority Date: 12/31/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Tolksdorf, Juergen, Connolly, Christopher, Toerck, Charlotte, te Booij, Merijn, Ristock, Herbert Willi Artur, Kassel, Robert, Keyes, John
• Primary Examiner(s): Nguyen, Qyunh
• Application Number:
  US14/588,407
• Publication Number:
  US 20160189164A1
• Time in Patent Office: 1,273 Days
• Field of Search: 37926511, 37926501, 37926601, 379309
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

Claims

1. A method for managing customer interactions, the method comprising:

receiving, by a processor, first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center;

in response to the receiving of the first proximity information, creating, by the processor, an interaction object including data corresponding to the first proximity information;

receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location of the physical establishment;

in response to the receiving of the second proximity information, modifying, by the processor, the interaction object to include data corresponding to the second proximity information;

after receiving the first proximity information, transmitting, by the processor, a signal via a switch to an electronic device associated with an agent for routing an interaction with the customer to the agent;

storing, by the processor, the interaction object in a first data storage device in association with a customer, wherein the first data storage device or a second data storage device further stores data of contact center interactions between the customer and resources of the customer contact center; and

retrieving, by the processor, the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

2. The method of claim 1, wherein the interaction object comprises a user identification corresponding to the electronic device.

3. The method of claim 1, wherein the interaction object comprises first interaction time data corresponding to the first proximity information, and second interaction time data corresponding to the second proximity information.

4. The method of claim 3, wherein the first interaction time data and the second interaction time data are evaluated for determining satisfaction of an objective associated with the physical establishment.

5. The method of claim 1, wherein the interaction object comprises interaction activity data corresponding to the first proximity information.

6. The method of claim 1, wherein the interaction object comprises media type data corresponding to the first proximity information.

7. The method of claim 1, wherein the interaction object comprises a session identification corresponding to the first proximity information.

8. The method of claim 1, further comprising:

receiving, by the processor, context information associated with the interaction corresponding to the first proximity information;

identifying, by the processor, an agent qualified to handle the interaction based on the context information associated with the interaction; and

transmitting, by the processor, a message for routing the interaction to the agent.

9. The method of claim 7, further comprising transmitting, by the processor, a notification corresponding to the interaction to an agent device associated with the agent.

10. The method of claim 8, wherein the context information comprises a topic of the interaction.

11. The method of claim 8, wherein the context information associated with the interaction comprises a previous interaction related to the interaction.

12. The method of claim 1, wherein the output is display of the retrieved data on a display device of an agent of the customer contact center.

13. The method of claim 1, further comprising:

initiating, by the processor, a request for communication between a first resource at the physical establishment and a second resource associated with the customer contact center;

forwarding, by the processor, the interaction object in association with the request; and

establishing, by the processor, the communication between the first resource and the second resource.

14. A system for managing customer interactions comprising:

a switch configured to transmit signals for routing interactions to one or more contact center resources;

a processor coupled to the switch; and

a memory in communication with the processor, the memory storing instructions that, when executed by the processor, cause the processor to;

receive first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center;

in response to the receipt of the first proximity information, create an interaction object including data corresponding to the first proximity information;

receive second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location of the physical establishment;

in response to the receipt of the second proximity information, modify the interaction object to include data corresponding to the second proximity information;

after receiving the first proximity information, transmit a signal via a switch to an electronic device associated with an agent for routing an interaction with the customer to the agent;

storing the interaction object in a first data storage device in association with a customer, wherein the first data storage device or a second data storage device further stores data of contact center interactions between the customer and resources of the customer contact center; and

retrieving, by the processor, the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.

15. The system of claim 14, wherein the interaction object comprises a user identification corresponding to the electronic device.

16. The system of claim 14, wherein the interaction object comprises first interaction time data corresponding to the first proximity information, and second interaction time data corresponding to the second proximity information.

17. The system of claim 16, wherein the first interaction time data and the second interaction time data are evaluated for determining satisfaction of an objective associated with the physical establishment.

18. The system of claim 14, wherein the interaction object comprises interaction activity data corresponding to the first proximity information.

19. The system of claim 14, wherein the interaction object comprises media type data corresponding to the first proximity information.

20. The system of claim 14, wherein the interaction object comprises a session identification corresponding to the first proximity information.