SYSTEM AND METHOD FOR EXECUTING INTERACTION FLOW FOR CONTACT CENTERS
First Claim
1. A system for executing an interaction flow for a customer contact center, the system comprising:
- a processor; and
a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to;
route an interaction conducted in a first communication channel to an electronic device;
monitor the interaction conducted in the first communication channel;
store data associated with the interaction conducted in the first communication channel in the memory;
conduct the interaction in a second communication channel;
in response to conducting the interaction to the second communication channel, retrieve the data associated with the interaction conducted in the first communication channel; and
output the retrieved data to the electronic device.
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Accused Products
Abstract
In a system for executing an interaction flow for a customer contact center, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: route an interaction conducted in a first communication channel to an electronic device; monitor the interaction conducted in the first communication channel; store data associated with the interaction conducted in the first communication channel in the memory; conduct the interaction in a second communication channel; in response to conducting the interaction to the second communication channel, retrieve the data associated with the interaction conducted in the first communication channel; and output the retrieved data to the electronic device.
20 Citations
20 Claims
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1. A system for executing an interaction flow for a customer contact center, the system comprising:
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a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to; route an interaction conducted in a first communication channel to an electronic device; monitor the interaction conducted in the first communication channel; store data associated with the interaction conducted in the first communication channel in the memory; conduct the interaction in a second communication channel; in response to conducting the interaction to the second communication channel, retrieve the data associated with the interaction conducted in the first communication channel; and output the retrieved data to the electronic device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for executing an interaction flow for a customer contact center, the method comprising:
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routing, by a processor, an interaction conducted in a first communication channel to an electronic device; monitoring, by the processor, the interaction conducted in the first communication channel; storing, by the processor, data associated with the interaction conducted in the first communication channel in a memory; conducting, by the processor, the interaction in a second communication channel; in response to conducting the interaction to the second communication channel, retrieving, by the processor, the data associated with the interaction conducted in the first communication channel; and outputting, by the processor, the retrieved data to the electronic device. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification