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SYSTEM AND METHOD FOR EXPOSING CUSTOMER AVAILABILITY TO CONTACT CENTER AGENTS

  • US 20180249011A1
  • Filed: 05/01/2018
  • Published: 08/30/2018
  • Est. Priority Date: 11/02/2012
  • Status: Active Grant
First Claim
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1. A method for establishing contact between a customer contact center agent and an end user, the method comprising:

  • monitoring by one or more processors a plurality of communication channels;

    identifying availability of the end user on each of the plurality of communication channels and dynamically adjusting user availability data for each of the plurality of communication channels;

    providing the user availability data to a contact center agent; and

    establishing contact between the contact center agent and the end user via one of the plurality of communication channels for which the end user is identified as being available.

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