Interaction Management System and Methods of Use
First Claim
1. A communication transaction management system comprising:
- a computerized appliance executing software from a digital medium for a particular enterprise;
a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents; and
a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation;
wherein individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.
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Accused Products
Abstract
A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.
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Citations
20 Claims
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1. A communication transaction management system comprising:
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a computerized appliance executing software from a digital medium for a particular enterprise; a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents; and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation; wherein individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for communication transaction management, comprising the steps of:
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(a) receiving transaction requests from persons; (b) placing the transactions on hold for connection to a live agent through executing software from a machine-readable medium by a computerized appliance; (c) monitoring behavior of persons associated with transactions on hold relative to an interactive presentation; and (d) prioritizing transactions for connection at least in part depending on the behavior determined in step (c). - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification