CUSTOMER CARE MOBILE APPLICATION
First Claim
1. A method for providing contact center services via a mobile application on a mobile device, the method comprising:
- monitoring status associated with a service request transmitted to a contact center;
detecting change in the status;
automatically transmitting a notification to the mobile application in response to detecting the change in the status;
receiving an interaction request from the mobile application in response to the notification, wherein the interaction request identifies the service request;
identifying a party handling the service request in response to receipt of the interaction request; and
inviting the identified party for engaging in interaction with the mobile device.
2 Assignments
0 Petitions
Accused Products
Abstract
A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.
13 Citations
20 Claims
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1. A method for providing contact center services via a mobile application on a mobile device, the method comprising:
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monitoring status associated with a service request transmitted to a contact center; detecting change in the status; automatically transmitting a notification to the mobile application in response to detecting the change in the status; receiving an interaction request from the mobile application in response to the notification, wherein the interaction request identifies the service request; identifying a party handling the service request in response to receipt of the interaction request; and inviting the identified party for engaging in interaction with the mobile device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A system for providing contact center services via a mobile application on a mobile device, the system comprising:
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a processor; a memory storing instructions which, when executed by the processor, causes the processor to; monitor status associated with a service request transmitted to a contact center; detect change in the status; automatically transmit a notification to the mobile application in response to detecting the change in the status; and receive an interaction request from the mobile application in response to the notification, wherein the interaction request identifies the service request, and wherein in response to receipt of the interaction request, a party handling the service request is identified and the identified party is invited for engaging in interaction with the mobile device. - View Dependent Claims (17, 18, 19, 20)
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Specification