SYSTEM AND METHOD FOR MANAGING A CUSTOMER SERVICE SESSION
First Claim
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1. A method of providing a service to a user of a mobile communication device, the method comprising:
- receiving, by the mobile communication device, a selection of an application related to at least one service;
providing information related to the user to a server and authenticating the user by the server;
displaying on the mobile communication device details related to the user and to the at least one service;
receiving, by the mobile communication device, a selection of a service;
providing the selection to a server and selecting by the server an optimal option for providing the selected service and displaying the selected option on the mobile communication device; and
establishing, according to the selected optimal option, a session between an agent and the user wherein the session includes at least one voice communication channel and at least one data communication channel and wherein data and voice are concurrently transmitted over the session.
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Abstract
Embodiments of the invention are directed to a method of providing a service to a user of a mobile communication device. A selection a service may be received. An optimal option for providing a selected service may be determined and displayed on a mobile communication device. A session including a voice communication channel and a data communication channel may be established and used to provide a selected service.
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Citations
21 Claims
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1. A method of providing a service to a user of a mobile communication device, the method comprising:
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receiving, by the mobile communication device, a selection of an application related to at least one service; providing information related to the user to a server and authenticating the user by the server; displaying on the mobile communication device details related to the user and to the at least one service; receiving, by the mobile communication device, a selection of a service; providing the selection to a server and selecting by the server an optimal option for providing the selected service and displaying the selected option on the mobile communication device; and establishing, according to the selected optimal option, a session between an agent and the user wherein the session includes at least one voice communication channel and at least one data communication channel and wherein data and voice are concurrently transmitted over the 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 system comprising:
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a mobile communication device; a computing device; wherein the mobile communication device is configured to; receive a selection of an application related to at least one service, providing information related to a user of the mobile communication device to the computing device, display details related to the user and to at least one service, receive a selection of a service, and provide information related to the selection to the computing device; and wherein the computing device is configured to; authenticating the user, and select an optimal option for providing a selected service to the user; and wherein the mobile communication device and the computing device are configured to establish, according to the selected optimal option, a session between an agent and the user wherein the session includes at least one voice communication channel and at least one data communication channel and wherein data and voice are concurrently transmitted over the session. - View Dependent Claims (19, 20, 21)
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Specification