VENDOR RELATIONSHIP MANAGEMENT FOR CONTACT CENTERS

• US 20150254679A1
• Filed: 03/07/2014
• Published: 09/10/2015
• Est. Priority Date: 03/07/2014
• Status: Abandoned Application

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: te Booij, Merijn, Konig, Yochai, Zhakov, Vyacheslav, Gopalla, Kentis, Ankri, Morad
• Application Number:
  US14/201,738
• Publication Number:
  US 20150254679A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data

Abstract

A method includes: receiving, on a processor, data associated with an interaction between a user and a first enterprise; applying, by the processor, a rule of a template based on the data; identifying, by the processor and using the rule of the template, a second enterprise; and transmitting, by the processor, the data to the second enterprise in accordance with the rule.

Claims

1. A method comprising

receiving, on a processor, data associated with an interaction between a user and a first enterprise;

applying, by the processor, a rule of a template based on the data;

identifying, by the processor and using the rule of the template, a second enterprise; and

transmitting, by the processor, the data to the second enterprise in accordance with the rule.

2. The method of claim 1, wherein the template comprises a script.

3. The method of claim 1, further comprising receiving, by the processor, data sharing preferences, wherein the transmitting the data to the second enterprise comprises transmitting data in accordance with data sharing preferences.

4. The method of claim 3, wherein the data comprises a plurality of fields, and wherein the data sharing preferences comprise a plurality of sharing preferences, each of the sharing preferences corresponding to one of the plurality of fields.

5. The method of claim 1, further comprising receiving, on the processor, a selection of a third enterprise to connect to, the selection comprising authentication information associated with the user and with the third enterprise.

6. The method of claim 1, wherein the data comprises a plurality of fields, and

wherein the method further comprises:

identifying a subset of fields of the plurality of fields of the data in accordance with the template; and

transmitting the subset of fields to the second enterprise.

7. The method of claim 1, further comprising:

storing, by the processor, user profile information; and

transmitting, by the processor, the user profile information to the first enterprise.

8. The method of claim 1, further comprising:

storing, by the processor, first user authentication information associated with the first enterprise and second user authentication information associated with the second enterprise;

transmitting, by the processor, the first user authentication information to the first enterprise; and

transmitting, by the processor, the second user authentication information to the second enterprise.

9. The method of claim 1, further comprising:

receiving, by the processor, a call reason;

identifying, by the processor, routing information in accordance with the call reason; and

connecting the user with an agent in accordance with the identified routing information.

10. The method of claim 1, further comprising transmitting, by the processor, first agent availability information of the first enterprise and second agent availability information of the second enterprise.

11. The method of claim 1, wherein the data associated with the interaction comprises at least one of:

an order receipt, an error log, a test result, an order history, tracking information, and notes.

12. The method of claim 1, wherein the data comprises a change in status.

13. The method of claim 1, further comprising:

receiving, by the processor, first device data from a first device of the user; and

transmitting, by the processor, the first device data to the first enterprise and to the second enterprise.

14. The method of claim 13, further comprising:

receiving, by the processor, second device data from a second device of the user; and

transmitting, by the processor, the second device data to the first enterprise and to the second enterprise.

15. The method of claim 14, further comprising transmitting the data to an individual.

16. The method of claim 1, further comprising:

receiving an instruction to modify the rule of the template; and

modifying the rule of the template in accordance with the instruction to generate a modified template.

17. The method of claim 1, further comprising transmitting the template.

18. The method of claim 1, wherein the processor is a component of a mobile device.

19. The method of claim 1, wherein the processor is a component of a server connected to a computer network.

20. An apparatus comprising:

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

receive data associated with an interaction between a user and a first enterprise;

apply a rule of a template based on the data;

identify, using the rule of the template, a second enterprise; and

transmit the data to the second enterprise in accordance with the rule.