System and method for exposing customer availability to contact center agents
First Claim
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.
3 Assignments
0 Petitions
Accused Products
Abstract
A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.
-
Citations
22 Claims
-
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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 21, 22)
-
-
13. A system for establishing contact between a customer contact center agent and an end user, the system comprising:
-
one or more processors; and one or more memory devices coupled to the one or more processors and storing computer instructions therein, the one or more processors being configured to execute at least a portion of the program instructions, the program instructions comprising; monitoring 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 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 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. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
-
Specification