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Channel director for cross-channel customer interactions

  • US 6,886,037 B1
  • Filed: 03/31/2000
  • Issued: 04/26/2005
  • Est. Priority Date: 03/31/2000
  • Status: Expired due to Term
First Claim
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1. A method for managing the cross-channel interactions of a customer, comprising:

  • identifying a first interaction on a first channel and a second interaction on a second channel, wherein the first and second channels are different channels;

    identifying a customer associated with the interactions, wherein the interactions are occurring concurrently;

    recording a dialogue corresponding to the first and second interactions;

    using the dialogue to modify at least one of the interactions;

    identifying a first subject matter associated with the first interaction and a second subject matter associated with the second interaction;

    connecting a first service provider to the first interaction based upon the first subject matter and the first channel;

    connecting a second service provider to the second interaction based upon the second subject matter and the second channel;

    enforcing a plurality of business policies for each of the channels and each of the interactions;

    enforcing a plurality of customer profiles for each of the channels and each of the interactions; and

    alerting the first service provider to take a plurality of actions with the customer based upon the first interaction, the first channel, the first subject matter, the business policies, and the customer profiles.

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