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System and method for exposing customer availability to contact center agents

  • US 10,447,859 B2
  • Filed: 05/01/2018
  • Issued: 10/15/2019
  • Est. Priority Date: 11/02/2012
  • Status: Active Grant
First Claim
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1. A method for establishing contact between a customer contact center agent and an end user, the method comprising:

  • monitoring by one or more processors a plurality of communication channels;

    identifying availability of the end user on each of the plurality of communication channels and dynamically adjusting user availability data for each of the plurality of communication channels;

    receiving, by an end user device accessible to the end user, a first message from a contact center device, the first message being received on a first one of the plurality of communication channels for which the end user is identified as being available;

    transmitting a second message, by the end user device, to the contact center device, in response to the first message, the second message being transmitted on the first one of the plurality of communication channels;

    in response to the second message, automatically transitioning the user availability data for the first one of the plurality of communication channels from indicating that the end user is available on the first one of the plurality of communication channels, to indicating that communication is blocked on the first one of the plurality of communication channels;

    providing the user availability data to a contact center agent; and

    establishing contact between the contact center agent and the end user via a second one of the plurality of communication channels for which the end user is identified as being available.

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