SYSTEM AND METHOD FOR DYNAMIC CALL DIVERSION

• US 20170034353A1
• Filed: 07/29/2015
• Published: 02/02/2017
• Est. Priority Date: 07/29/2015
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Beilis, David, Lee-Kwen, Adrian, Bell, Cliff, Stoops, Daniel, Fedorov, Sergey, Ristock, Herbert
• Granted Patent: US 9,888,122 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 63/0853 using an additional device, e.g. smartcard, SIM or a different communication terminal cryptographic mechanisms or cryptographic arrangements for entity authentication involving additional secure or trusted devices H04L9/3234
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 2203/6081 Service authorization mechanisms
• CPC Class Codes: H04M 2203/651 Text message transmission triggered by call automatic reactions in messaging within packet-switching networks H04L51/02
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]

Abstract

A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

Claims

1-9. -9. (canceled)

10. A method, comprising:

detecting, by a processor, an interaction from a mobile device associated with a customer;

routing the interaction to an interactive voice response application;

collecting, by the processor, during the interaction, authentication information from the mobile device to authenticate the customer;

detecting, by the processor, a criteria for invoking a mobile application;

sending, by the processor, a link to connect the mobile device to the mobile application, wherein the link is for maintaining context of progress made by the customer during the interaction with the interaction voice response application;

detecting, by the processor, selection of the link;

authenticating the customer of the mobile device for the mobile application based on the collected authentication information without prompting the customer for the authentication information; and

transmitting instructions for resuming the interaction with the customer via the mobile application, wherein the mobile application is invoked at a place that is configured to maintain context of the progress made by the customer during the interaction with the interaction voice response application.

11. The method of claim 10, where the link is sent by a text message.

12. The method of claim 10, where the link includes the authentication information.

13. The system method of claim 10, further comprising passing along a context of the interaction to the mobile application.

14. The method of claim 10, further comprising collecting the authentication information using a session initiation protocol dialog and a real-time transfer protocol stream.

15. The system method of claim 10, further comprising dynamically rendering a button on the mobile device based on a type of interaction.

16. The method of claim 15, further comprising storing an appearance of the button in cloud memory separate from the mobile device.

17. The method of claim 10, further comprising sending the mobile device the mobile application to download based on an identification number associated with the interaction.

18. The method of claim 17, where the mobile application connects the mobile device with an enterprise server.

19. The method of claim 10, where the mobile device comprises a session initiation protocol phone.

20. The method of claim 19, further comprising navigating the mobile application using audio over a web channel.

21. A system comprising:

processor; and

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

detect an interaction from a mobile device associated with a customer;

route the interaction to an interactive voice response application;

collect, during the interaction, authentication information from the mobile device to authenticate the customer;

detect a criteria for invoking a mobile application;

send a link to connect the mobile device to the mobile application, wherein the link is for maintaining context of progress made by the customer during the interaction with the interaction voice response application;

detect selection of the link;

authenticate the customer of the mobile device for the mobile application based on the collected authentication information without prompting the customer for the authentication information; and

transmit instructions for resuming the interaction with the customer via the mobile application, wherein the mobile application is invoked at a place that is configured to maintain context of the progress made by the customer during the interaction with the interaction voice response application.