SYSTEMS AND METHODS OF SERIAL MEDIA COMMUNICATION IN CONTACT HANDLING SYSTEMS

• US 20130129074A1
• Filed: 01/06/2012
• Published: 05/23/2013
• Est. Priority Date: 11/22/2011
• Status: Active Grant

• Current Assignee: inContact Incorporated (Nice Ltd)
• Original Assignee: inContact Incorporated (Nice Ltd)
• Inventors: Peterson, David O., Kelly, Shane Michael
• Granted Patent: US 9,137,365 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

Methods and apparatus for improving a contact with a customer in a contact handling system are disclosed. The method can include receiving communication from the customer via the first media. The method can include transitioning serially from a first media to a second media. The method can include abandoning the first media during the transition. The method can include receiving communication from the customer via the second media at the contact handling system.

Claims

1. A method for improving a contact with a customer in a contact handling system by serially transitioning from a first media to a second media possessing advantages to the first media, the method comprising:

communicating with the customer via the first media, the first media having a first media type;

transitioning serially from the first media to the second media during the contact, the second media having a second media type, wherein the first media is abandoned during the transition from the first media to the second media, and wherein the second media type is different from the first media type; and

communicating with the customer via the second media.

2. The method of claim 1, the contact handling system further including:

an agent workstation, which allows the agent to interact with customers, media, and the contact handling system;

a media server, which handles connection paths for media; and

an automatic contact distributor, which tracks the state of contacts and agents, the automatic contact distributor supplying available agents with waiting media.

3. The method of claim 2, the contact handling system further including:

an interactive voice response unit, which provides pre-recorded audio prompts to incoming voice media.

4. The method of claim 1, wherein the serial transition is prompted by an agent.

5. The method of claim 1, wherein the serial transition is prompted by the customer.

6. The method of claim 1, the contact handling system further including:

an agent, wherein;

the agent communicates with the customer via the first media before transitioning from the first media to the second media; and

the agent communicates with the customer via the second media after transitioning from the first media to the second media.

7. The method of claim 1, further comprising:

transitioning from the second media having the second media type to a third media having a third media type during the contact, wherein the third media type is different from the second media type.

8. The method of claim 7, wherein the third media type is the same as the first media type.

9. The method of claim 7, wherein the third media type is different than the first media type.

10. The method of claim 1, wherein the first media type includes telephone audio and the second media type includes teleconference audio and video.

11. The method of claim 1, wherein the first media type includes instant message chat and the second media type includes audio.

12. The method of claim 1, further comprising:

causing a survey to appear on a computing device of the customer.

13. A tangible computer readable medium having encoded thereon computer-executable instructions which, when executed by a computer, cause the computer to perform the method of claim 1.

14. A method for improving a contact between a customer and an agent by transitioning between media connection paths in a contact handling system including an agent workstation, a media server, and an automatic contact distributor, the method comprising:

the agent communicating with the customer via a first media via a first connection path during the contact;

serially transitioning from the first media to a second media during the contact, the serial transition comprising;

ceasing communication via the first media;

closing the first connection path; and

opening a second connection path; and

the agent communicating with the customer via the second media via the second connection path during the contact.

15. The method of claim 14, wherein the serial transition is prompted by the agent.

16. The method of claim 14, wherein the serial transition is prompted by the customer.

17. The method of claim 14, wherein:

the agent communicates with the customer via the first media before transitioning from the first media to the second media; and

the agent communicates with the customer via the second media after transitioning from the first media to the second media.

18. The method of claim 14, the contact handling system further including:

an interactive voice response unit.

19. The method of claim 14, further comprising:

serially transitioning at a second instance from the second media to a third media during the contact, the second serial transition comprising;

ceasing communication via the second media;

closing the second connection path; and

opening a third connection path; and

the agent communicating via the third media via the second connection path during the contact.

20. A tangible computer readable medium having encoded thereon computer-executable instructions which, when executed by a computer, cause the computer to perform the method of claim 14.

21. A contact handling system comprising:

an agent workstation, which allows an agent to interact with customers, media, and the contact handling system;

a media server, which handles connection paths for media;

an automatic contact distributor, which tracks the state of contacts and agents accessing the contact handling system, supplying available agents with waiting media;

an electronic processor;

a tangible computer readable medium having executable instructions stored thereon for performing a method for improving a contact with a customer and the agent, the method including;

receiving communication from the customer via a first media of a first media type via a first connection path at the contact handling system;

transitioning serially from the first media to a second media of a second media type via a second connection path during the contact, wherein the second media type is different from the first media type, the serial transition comprising;

ceasing communication via the first media;

opening the second connection path; and

abandoning the first connection path; and

receiving communication from the customer via the second media at the contact handling system.