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Topical dynamic chat

  • US 20030174830A1
  • Filed: 03/15/2002
  • Published: 09/18/2003
  • Est. Priority Date: 03/15/2002
  • Status: Active Grant
First Claim
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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:

  • 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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