Premises enabled mobile kiosk, using customers' mobile communication device

• US 10,375,244 B2
• Filed: 08/06/2008
• Issued: 08/06/2019
• Est. Priority Date: 08/06/2008
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Hill, Deborah, Kiefhaber, Sarah H., Kohler, Joylee E., Sobus, Katherine A., Thomson, Rodney A.
• Primary Examiner(s): Aaque, Jr., Gerardo
• Application Number:
  US12/186,905
• Publication Number:
  US 20100036670A1
• Time in Patent Office: 4,017 Days
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 67/52 specially adapted for the location of the user terminal
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services

Abstract

A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

Claims

1. A contact center, comprising:

a plurality of network interfaces that enable the contact center to receive and service contacts from a plurality of premises;

a microprocessor; and

computer memory comprising instructions that are executable by the microprocessor, the instructions, when executed by the microprocessor, enabling the contact center to;

receive a contact at a network interface of the multiple network interfaces;

analyze the contact to determine whether the contact includes a premises tag that identifies the contact as originating from a first premises in the plurality of premises as opposed to originating from a second premises in the plurality of premises;

determine that the contact comprises the premises tag that identifies the contact as originating from the first premises as opposed to the second premises; and

in response to determining that the contact comprises the premises tag, facilitate establishment of a communication session between a contact center agent and a person carrying a mobile kiosk with preferential treatment as compared to treatment if the contact lacked the premises tag.

2. The contact center of claim 1, wherein the preferential treatment comprises re-queuing the contact, wherein the contact was previously queued, for the person within the contact center based on the premises tag.

3. The contact center of claim 2, wherein re-queuing the contact comprises moving the contact from an initial queue position to a queue position that will be serviced prior to the initial queue position.

4. The contact center of claim 2, wherein re-queuing the contact comprises moving the contact from a first assigned queue to a different queue.

5. The contact center of claim 1, wherein the premises tag indicates that the person is located at the first premises and further identifies the person'"'"'s location within the first premises, and wherein the premises tag identifies the contact as a premises-based contact such that the contact center marks the contact as originating from the first premises.

6. The contact center of claim 5, wherein the instructions, when executed by the microprocessor, further enable the contact center to:

determine the person'"'"'s location within the first premises; and

generate a display of the person'"'"'s location on a premises map to be provided via a user interface of the mobile kiosk.

7. The contact center of claim 5, wherein the instructions, when executed by the microprocessor, further enable the contact center to:

determine a first skill requirement based on the premises tag;

after identifying the contact as a premises-based contact, determine the person'"'"'s location within the first premises; and

determine a second skill requirement based on the person'"'"'s location.

8. The contact center of claim 5, wherein the instructions, when executed by the microprocessor, further enable the contact center to:

determine the person'"'"'s location within the first premises; and

provide directions for the person to a location of interest on the first premises, wherein the directions are provided via a user interface of the mobile kiosk.

9. The contact center of claim 5, wherein the contact further comprises location data, and wherein the location data is distinct from the premises tag.

10. The contact center of claim 1, wherein the instructions, when executed by the microprocessor, further enable the contact center to:

determine a service requirement for the person;

determine a skill requirement based on the service requirement for the person; and

facilitate routing of a contact for the person within the contact center to an agent that has a skill set corresponding to the skill requirement.

11. The contact center of claim 1, wherein the person comprises a customer.

12. The contact center of claim 1, wherein the person comprises an employee that works at the first premises.

13. The contact center of claim 1, wherein the instructions, when executed by the microprocessor, further enable the contact center to:

receive an image or video of the person with a camera of the mobile kiosk; and

provide the image or video to a contact center agent working at the contact center.

14. The contact center of claim 13, wherein the instructions, when executed by the microprocessor, further enable the contact center to:

receive an image or video of the contact center agent at the mobile kiosk; and

transmit the image or video of the contact center agent to the mobile kiosk.

15. The contact center of claim 1, wherein the premises tag comprises an identifier of the first premises, wherein the identifier is associated with a business, and wherein the association assists the contact center to identify the business with which a message for servicing the contact is associated.

16. A server, comprising:

a microprocessor; and

computer memory comprising instructions that are executable by the microprocessor, the instructions, when executed by the microprocessor, enabling the server to;

receive a contact;

analyze the contact to determine whether the contact includes a premises tag that identifies the contact as originating from a first premises in the plurality of premises as opposed to originating from a second premises in the plurality of premises;

determine that the contact comprises the premises tag that identifies the contact as originating from the first premises as opposed to the second premises; and

in response to determining that the contact comprises the premises tag, facilitate establishment of a communication session between a contact center agent and a person carrying a mobile kiosk with preferential treatment as compared to treatment if the contact lacked the premises tag.

17. The server of claim 16, wherein the preferential treatment comprises re-queuing the contact, wherein the contact was previously queued, for the person within the contact center, wherein the re-queuing places the contact in a secondary queue dedicated to contacts originating from the first premises.

18. The server of claim 17, wherein re-queuing the contact comprises moving the contact from an initial queue position to a queue position that will be serviced prior to the initial queue position.

19. The server of claim 17, further comprising instructions enabling the server to mark the contact as a premises-based contact based on the premises tag, wherein re-queuing the contact comprises moving the contact from a first assigned queue to a different queue for premises-based contacts from the plurality of premises.

20. The server of claim 16, wherein the premises tag indicates that the person is located at the first premises and further identifies the person'"'"'s location within the first premises, and wherein the premises tag identifies the contact as a premises-based contact such that the contact center marks the contact as originating from the first premises.

21. The server of claim 16, wherein the instructions further comprise:

instructions that determine a service requirement for the person; and

instructions that determine a skill requirement based on the service requirement for the person.

22. The server of claim 16, further comprising:

an image processor that receives images or videos of the person that are suitable for transmission to the contact center.

23. The server of claim 16, wherein the premises tag comprises an identifier of the first premises and a pointer to a first database associated with the first premises, and wherein the contact center identifies the database based on the pointer, a related vendor database based on the pointer, and a business with which a message for servicing the contact is associated based on the identifier.

24. A method of operating a contact center, comprising:

receiving a contact at a network interface of the contact center, wherein the contact center comprises multiple network interfaces that enable the contact center to receive and service contacts from a plurality of premises;

analyzing the contact to determine whether the contact includes a premises tag that identifies the contact as originating from a first premises in the plurality of premises as opposed to originating from a second premises in the plurality of premises;

determining that the contact comprises the premises tag that identifies the contact as originating from the first premises as opposed to the second premises; and

in response to determining that the contact comprises the premises tag, establishing a communication session between a contact center agent and a person carrying the mobile kiosk on an expedited basis as compared to basis if the contact lacked the premises tag.

25. The method of claim 24, wherein the communication session is established on the expedited basis by re-queuing the contact, wherein the contact was previously queued within the contact center.

26. The method of claim 25, wherein re-queuing the contact comprises moving the contact from an initial queue position to a queue position that will be serviced prior to the initial queue position.

27. The method of claim 25, wherein re-queuing queuing the contact comprises moving the contact from an first assigned queue to a different queue.

28. The method of claim 24, wherein the premises tag indicates that a person is located at the first premises and further identifies the person'"'"'s location within the first premises.

29. The method of claim 28, further comprising:

determining a location of interest at the first premises;

determining a location of the person based on the premises tag; and

providing directions to move from the person'"'"'s location to the location of interest.

30. The method of claim 24, wherein the premises tag comprises identification information for the contact, and wherein the premises tag comprises an identifier of the first premises and assists the contact center to identify a business with which a message for servicing the contact is associated based on an association between the identifier and the business.