Interaction Management System and Methods of Use

• US 20110185293A1
• Filed: 01/28/2010
• Published: 07/28/2011
• Est. Priority Date: 01/28/2010
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Barnett, James Harmon, Scott, Mark
• Granted Patent: US 9,537,924 B2
• Time in Patent Office: Days
• US Class Current: 715/760
• CPC Class Codes: G06F 3/048 Interaction techniques based on graphical user interfaces [GUI]
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/0484 for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 10/08 Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/0036 where the data service is an information service

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.

Claims

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.

2. The system of claim 1 wherein the interactive presentation is a web page, and the behavior of the person involves the person'"'"'s interaction with the web page.

3. The system of claim 1 wherein the holding function comprises a queue, and transactions are advanced or retarded in queue based at least in part depending on the behavior determined by the monitoring function.

4. The system of claim 1 further comprising a function determining if a person associated with a transaction on hold has initiated the transaction using a multi-modal device that also has web-browsing ability.

5. The system of claim 1 wherein the received transaction on hold was initiated from a web page hosted by the enterprise.

6. The system of claim 5 wherein the act of initiating a transaction from the web page initiates linking to the interactive presentation.

7. The system of claim 4 further comprising a function wherein persons associated with transactions on hold are queried as to having web access, and if web access is available, are directed to the interactive presentation.

8. The system of claim 1 wherein the interactive presentation is a survey form comprising a mechanism for the person to respond to questions.

9. The system of claim 1 wherein interactive presentation comprises interactive ability for a person to order a product or service.

10. The system of claim 3 wherein accomplishing an order for a product or service by the person associated with a transaction on hold advances the transaction for connection to a live agent, and being in process of ordering a process or service prevents connection to an agent until the ordering process is complete.

11. A method for communication transaction management, comprising the steps of:

(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).

12. The method of claim 11 wherein the interactive presentation is a web page, and the behavior of the person involves the person'"'"'s interaction with the web page.

13. The method of claim 11 wherein the holding function comprises a queue, and transactions are advanced or retarded in queue based at least in part depending on the behavior determined by the monitoring function.

14. The method of claim 11 further comprising a function determining if a person associated with a transaction on hold has initiated the transaction using a multi-modal device that also has web-browsing ability.

15. The method of claim 11 wherein the received transaction on hold was initiated from a web page hosted by the enterprise.

16. The method of claim 15 wherein the act of initiating a transaction from the web page initiates linking to the interactive presentation.

17. The method of claim 14 further comprising a function wherein persons associated with transactions on hold are queried as to having web access, and if web access is available, are directed to the interactive presentation.

18. The method of claim 11 wherein the interactive presentation is a survey form comprising a mechanism for the person to respond to questions.

19. The method of claim 11 wherein interactive presentation comprises interactive ability for a person to order a product or service.

20. The method of claim 13 wherein accomplishing an order for a product or service by the person associated with a transaction on hold advances the transaction for connection to a live agent, and being in process of ordering a process or service prevents connection to an agent until the ordering process is complete.