Topical dynamic chat
First Claim
1. A method of servicing customers'"'"' communications in a customer contact center which distributes customers'"'"' communications for servicing among resources based on skills needed by the communications and possessed by the resources, comprising:
- collecting first customer information about a first customer communicating with the contact center;
collecting first contact center information; and
identifying, based on the first customer and contact center information, at least one multi-customer session of interest to the first customer;
presenting the first customer with the opportunity to participate in the at least one multi-customer session; and
when the first customer elects to participate in the at least one multi-customer session, connecting the first customer with the at least one multi-customer session.
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Accused Products
Abstract
The present invention is directed to a customer contact 100 in which a session monitor 140 identifies and implements multi-customer sessions. A conferencing function 136 connects the plurality of customers 110-118 simultaneously to the same resource and/or to each other. Participation in the sessions can be mandatory or optional. The sessions can be created continually or periodically, such as when the contact center 100 is in an session mode. The sessions can be closed or open to new customers after commencement.
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Citations
46 Claims
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1. A method of servicing customers'"'"' communications in a customer contact center which distributes customers'"'"' communications for servicing among resources based on skills needed by the communications and possessed by the resources, comprising:
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collecting first customer information about a first customer communicating with the contact center;
collecting first contact center information; and
identifying, based on the first customer and contact center information, at least one multi-customer session of interest to the first customer;
presenting the first customer with the opportunity to participate in the at least one multi-customer session; and
when the first customer elects to participate in the at least one multi-customer session, connecting the first customer with the at least one multi-customer session. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A method of servicing customers'"'"' communications in a customer contact center which distributes customers'"'"' communications for servicing among resources based on skills needed by the communications and possessed by the resources, comprising:
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determining whether a selected state exists for the customer contact center; and
when the selected state exists, connecting a plurality of communications for servicing simultaneously to at least one said resource having a first skill, when the plurality of communications need the first skill. - View Dependent Claims (19, 20, 21, 22, 23, 24)
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25. A method of servicing customers'"'"' communications in a customer contact center which distributes customers'"'"' communications for servicing among resources based on skills needed by the customers and possessed by the resources, comprising:
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determining whether at least one resource is available for a first skill and a first mode;
when at least one resource is available, identifying customers corresponding to the first skill and mode; and
when a plurality of customers need the first skill and share the first mode, connecting the plurality of customers for servicing simultaneously to the resource having the first skill. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39)
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40. A method of servicing customers'"'"' communications in a customer contact center, in which customers'"'"' communications are distributed for servicing among resources based on skills needed by the communications and possessed by the resources, comprising:
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identifying first and second sets of customers having first and second needs, respectively;
identifying first and second resources having first and second skills, wherein the first and second skills correspond to the first and second needs, respectively; and
connecting the first set of customers simultaneously with the first resource and the second set of customers simultaneously with the second resource. - View Dependent Claims (41, 42, 43)
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44. A method for selecting a multi-customer session from among a plurality of possible multi-customer sessions for a resource in a contact center, comprising:
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identifying a possible first multi-customer session for a contact center resource;
assigning a first value to the first multi-customer session;
identifying a possible second multi-customer session for the resource;
assigning a second value to the second multi-customer session;
comparing the first value with the second value; and
based on the comparing step, selecting one of the first and second multi-customer sessions. - View Dependent Claims (45, 46)
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Specification