ENHANCED CUSTOMER JOURNEY USING MULTICHANNEL CONTACT CENTER

• US 20160212265A1
• Filed: 12/29/2015
• Published: 07/21/2016
• Est. Priority Date: 01/20/2015
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Krishnaswamy, Venkatesh, Philonenko, Laurent, Krishnan, Parameshwaran, Singh, Navjot
• Application Number:
  US14/983,068
• Publication Number:
  US 20160212265A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A contact center, communication system, and server are disclosed. An illustrative contact center is disclosed as being a multichannel contact center. A customer of the illustrative multichannel contact center is allowed to switch their engagement with the contact center from using a first media type to using a second media type. Upon making such a switch of engagement, the customer may be provided with information regarding resources in the contact center, statistics/metrics of those resources, the ability to provide real-time feedback regarding the engagement, and possibly the ability to select a resource from among a plurality of resources. In this way, the customer may be incentivized to switch their method of engagement to a benefit of both the contact center and the customer.

Claims

1. A contact center, comprising:

a work assignment engine which receives contacts from customers, generates a corresponding work item for the contacts received from the customers, and selects one or more resources in the contact center to connect with the customer such that the customer can receive service from the contact center;

a channel manager that facilitates the contact center to connect with a first customer simultaneously via both a first communication channel and a second communication channel; and

an experience manager that binds information received during a communication session on the second communication channel with a communication session occurring on the first communication channel.

2. The contact center of claim 1, wherein the first communication channel and the second communication channel are addressed to different network interfaces of the contact center.

3. The contact center of claim 2, wherein the first communication channel carries at least one media type that is different from the second communication channel.

4. The contact center of claim 3, wherein the communication session on the first communication channel is a real-time communication session, wherein the communication session on the second communication channel is a non-real-time communication session, and wherein information provided by the first customer over the second communication channel is used to generate a report or Key Performance Indicator (KPI) for an agent communicating with the first customer over the first communication channel.

5. The contact center of claim 4, wherein the information provided by the customer over the second communication channel comprises the first customer'"'"'s real-time feedback for the communication session occurring on the first communication channel and wherein the real-time feedback is received while the communication session is occurring on the first communication channel.

6. The contact center of claim 1, wherein the contact center provides the first customer with a reverse screen pop via the second communication channel thereby enabling the first customer to define a desired treatment on the first communication channel.

7. The contact center of claim 6, wherein the first customer is provided with information regarding the contact center or resources of the contact center and is further allowed to select a desired resource from within the reverse screen pop.

8. The contact center of claim 7, wherein the customer'"'"'s selection of the desired resource is used by the work assignment engine to make a work assignment decision for the work item associated with the first customer.

9. The contact center of claim 1, wherein a remedial measure for the communication session occurring on the first communication channel is selected based on customer feedback provided via the second communication channel.

10. A communication system that enables multichannel communications between a customer and one or more resources of a contact center, the communication system comprising:

a first communication interface that facilitates communications with customer communication devices via a first communication channel;

a second communication interface that facilitates communications with customer communication devices via a second communication channel; and

an experience manager that is executable by a microprocessor and which binds information received during a communication session on the second communication channel with a communication session occurring on the first communication channel.

11. The communication system of claim 10, wherein the first communication channel carries at least one media type that is different from the second communication channel.

12. The communication system of claim 11, wherein the communication session on the first communication channel is a real-time communication session, wherein the communication session on the second communication channel is a non-real-time communication session, and wherein information provided by the first customer over the second communication channel is used to generate a report or Key Performance Indicator (KPI) for an agent communicating with the first customer over the first communication channel.

13. The communication system of claim 12, wherein the information provided by the customer over the second communication channel comprises the first customer'"'"'s real-time feedback for the communication session occurring on the first communication channel and wherein the real-time feedback is received while the communication session is occurring on the first communication channel.

14. The communication system of claim 10, wherein the contact center provides the first customer with a reverse screen pop via the second communication channel thereby enabling the first customer to define a desired treatment on the first communication channel.

15. The communication system of claim 14, wherein the first customer is provided with information regarding the contact center or resources of the contact center and is further allowed to select a desired resource from within the reverse screen pop and wherein the customer'"'"'s selection of the desired resource is used by the work assignment engine to make a work assignment decision for the work item associated with the first customer.

16. The communication system of claim 10, wherein a remedial measure for the communication session occurring on the first communication channel is selected based on customer feedback provided via the second communication channel.

17. A server for use in a multichannel contact center, comprising:

a microprocessor;

computer memory including instructions stored thereon that are executable by the microprocessor, the instructions including;

a work assignment engine which receives contacts from customers, generates a corresponding work item for the contacts received from the customers, and selects one or more resources in the contact center to connect with the customer such that the customer can receive service from the contact center;

a channel manager that facilitates the contact center to connect with a first customer simultaneously via both a first communication channel and a second communication channel; and

an experience manager that binds information received during a communication session on the second communication channel with a communication session occurring on the first communication channel.

18. The server of claim 17, wherein the first communication channel carries at least one media type that is different from the second communication channel, wherein the communication session on the first communication channel is a real-time communication session, wherein the communication session on the second communication channel is a non-real-time communication session, wherein information provided by the first customer over the second communication channel is used to generate a report or Key Performance Indicator (KPI) for an agent communicating with the first customer over the first communication channel, wherein the information provided by the customer over the second communication channel comprises the first customer'"'"'s real-time feedback for the communication session occurring on the first communication channel, and wherein the real-time feedback is received while the communication session is occurring on the first communication channel.

19. The server of claim 17, wherein the contact center provides the first customer with a reverse screen pop via the second communication channel thereby enabling the first customer to define a desired treatment on the first communication channel.

20. The server of claim 17, wherein a remedial measure for the communication session occurring on the first communication channel is selected based on customer feedback provided via the second communication channel.