Call center builder platform
First Claim
1. A computer-implemented method, comprising:
- providing, by a processor, a graphical user interface for configuring a contact center, the contact center being associated with a contact center telephone number, an agent pool, and program instructions configured to enable communications between a user device and a communications system over any of a plurality of communications channels, wherein the program instructions specify a multi-step communication flow between the user device and the communications system;
receiving, by the processor, data associated with one or more contact center configuration parameters;
assigning, by the processor, the contact center telephone number to the contact center based on the data;
assigning, by the processor, one or more agents to the agent pool of the contact center based on the data; and
generating, by the processor, a plurality of program instruction pages associated with the program instructions, wherein at least one program instruction page of the plurality of program instruction pages is configured to enable communication between a caller of a user device and one of the one or more agents assigned to the agent pool, and wherein at least one other program instruction page of the plurality of program instruction pages is configured to enable communication between the caller of the user device and an interactive voice response (IVR) system without using the one or more agents assigned to the agent pool.
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Accused Products
Abstract
Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.
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Citations
20 Claims
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1. A computer-implemented method, comprising:
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providing, by a processor, a graphical user interface for configuring a contact center, the contact center being associated with a contact center telephone number, an agent pool, and program instructions configured to enable communications between a user device and a communications system over any of a plurality of communications channels, wherein the program instructions specify a multi-step communication flow between the user device and the communications system; receiving, by the processor, data associated with one or more contact center configuration parameters; assigning, by the processor, the contact center telephone number to the contact center based on the data; assigning, by the processor, one or more agents to the agent pool of the contact center based on the data; and generating, by the processor, a plurality of program instruction pages associated with the program instructions, wherein at least one program instruction page of the plurality of program instruction pages is configured to enable communication between a caller of a user device and one of the one or more agents assigned to the agent pool, and wherein at least one other program instruction page of the plurality of program instruction pages is configured to enable communication between the caller of the user device and an interactive voice response (IVR) system without using the one or more agents assigned to the agent pool. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A computer-implemented system comprising:
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one or more processors; and one or more non-transitory computer-readable storage devices storing instructions that when executed by the one or more processors cause the one or more processors to respectively perform operations comprising; providing a graphical user interface for configuring a contact center, the contact center being associated with a contact center telephone number, an agent pool, and program instructions configured to enable communications between a user device and a communications system over any of a plurality of communications channels, wherein the program instructions specify a multi-step communication flow between the user device and the communications system; receiving data associated with one or more contact center configuration parameters; assigning the contact center telephone number to the contact center based on the data; assigning one or more agents to the agent pool of the contact center based on the data; and generating, by the processor, a plurality of program instruction pages associated with the program instructions, wherein at least one program instruction page of the a plurality of program instruction pages is configured to enable communication between a caller of a user device and one of the one or more agents assigned to the agent pool, and wherein at least one other program instruction page of the plurality of program instruction pages is configured to enable communication between the caller of the user device and an interactive voice response (IVR) system without using the one or more agents assigned to the agent pool. - View Dependent Claims (16, 17)
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18. A contact center builder computing system comprising:
a contact center builder interface configured to; transmit a graphical user interface for configuring a contact center, the contact center being associated with a contact center telephone number, an agent pool, and program instructions configured to enable communications between a user device and a communications system over any of a plurality of communications channels wherein the program instructions specify a multi-step communication flow between the user device and the communications system; and receive data associated with one or more contact center configuration parameters; a telephone number configuration system configured to assign the contact center telephone number to the contact center based on the data; an agent configuration system configured to assign one or more agents to the agent pool of the contact center based on the data; and an application configuration system including at least one processor configured to; generate a plurality of program instruction pages associated with the program instructions, wherein at least one program instruction page of the plurality of program instruction pages is configured to enable communication between a caller of a user device and one of the one or more agents assigned to the agent pool, and wherein at least one other program instruction page of the plurality of program instruction pages is configured to enable communication between the caller of the user device and an interactive voice response (IVR) system without using the one or more agents assigned to the agent pool. - View Dependent Claims (19, 20)
Specification