System and method for managing a customer service session

• US 8,693,998 B2
• Filed: 01/26/2011
• Issued: 04/08/2014
• Est. Priority Date: 01/26/2011
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Portman, Leon, Yosef, Ilan, Moretzky, Zvika, Frenkel, Assaf
• Primary Examiner(s): Kasraian, Allahyar
• Assistant Examiner(s): Zewari, Sayed T
• Application Number:
  US13/013,866
• Publication Number:
  US 20120190333A1
• Time in Patent Office: 1,168 Days
• Field of Search: 455/411, 455/566, 455/450, 455/456.1, 455/456.2, 455/456.3, 455/457, 455/418
• US Class Current: 455/422.1
• CPC Class Codes: G06Q 20/00 Payment architectures, schemes or protocols apparatus for performing or posting payment transactions G07F7/08, G07F19/00; electronic cash registers G07G1/12
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56

Abstract

Embodiments of the invention are directed to a method of providing a service to a user of a mobile communication device. A selection a service may be received. An optimal option for providing a selected service may be determined and displayed on a mobile communication device. A session including a voice communication channel and a data communication channel may be established and used to provide a selected service.

Claims

1. A method of providing a service to a user of a mobile communication device, the method comprising:

receiving, by the mobile communication device, a selection of an application, the application being related to a plurality of services;

providing information related to the user to a server and authenticating the user by the server;

displaying on the mobile communication device details related to the user and to the plurality of services;

receiving, by the mobile communication device, a selection of a service from the plurality of services;

providing the selection of the service to a server and selecting by the server an optimal option for providing the selected service and displaying the selected option on the mobile communication device, wherein the selection of the optimal option is made based on parameters related to the user, the selected service and a service provider of the selected service and wherein the selection of the optimal option comprises selecting one or more voice communication channels and one or more data communication channels; and

establishing, according to the selected optimal option, a session between an agent and the user wherein the session includes the selected one or more voice communication channels and the selected one or more data communication channels and wherein mobile communication device user input data and voice are concurrently transmitted over the session, the input data comprising one or more of text, images and multimedia content.

2. The method of claim 1, comprising providing the user with a list of communication channels and wherein selecting the optimal option for providing the selected service is based, at least in part, on an indication of a preferred communication channel received from the user.

3. The method of claim 1, wherein selecting the optimal option for providing the selected service is according to information in a user profile associated with the user.

4. The method of claim 1, wherein selecting the optimal option for providing the selected service is according to a parameter related to at least one of:

a communication device used by the party, a geographical location of the patty, a date and a time of day.

5. The method of claim 1, comprising dynamically associating a communication channel with the session after the session was established.

6. The method of claim 1, comprising prompting the user to provide a feedback prior to terminating the session.

7. The method of claim 6, wherein prompting the user is based on data stored in a memory of the mobile communication device.

8. The method of claim 1, comprising communicating information over a first communication channel associated with the session based on information related to a second communication channel associated with the session.

9. The method of claim 1, wherein selecting optimal option for providing the selected service is based, at least in part, on information in a customer relationship management (CRM).

10. The method of claim 1, wherein the one or more data communication channel includes at least one of:

a chat channel, an electronic mail (email) channel, an instant messaging channel and a short message service (SMS) channel.

11. The method of claim 1, comprising providing the user with marketing information over the session.

12. The method of claim 1, comprising communicating over the session a parameter related to a location of the user.

13. The method of claim 1, comprising communicating over the session multimedia information.

14. The method of claim 1, comprising communicating information to the user over the session by a computing device.

19. The method of claim 1 wherein the input data additionally comprises data input via graphical user interface objects.

15. A system comprising:

a mobile communication device;

a computing device;

wherein the mobile communication device is configured to;

receive a selection of an application, the application being related to a plurality of services,

providing information related to a user of the mobile communication device to the computing device,

display details related to the user and to plurality of services,

receive a selection of a service from the plurality of services, and

provide information related to the selection of the service to the computing device;

and wherein the computing device is configured to;

authenticate the user, and

select an optimal option for providing the selected service to the user, wherein the selection of the optimal option is made based on parameters related to the user, the selected service and a service provider of the selected service and wherein the selection of the optimal option comprises selecting one or more voice communication channels and one or more data communication channels;

and wherein the mobile communication device and the computing device are configured to establish, according to the selected optimal option, a session between an agent and the user wherein the session includes the selected one or more voice communication channels and the selected one or more data communication channels and wherein mobile communication device user input data and voice are concurrently transmitted over the session, and wherein the input data comprises one or more of text, images and multimedia content.

16. The system of claim 15, wherein the mobile communication device is configured to provide the user with a list of communication channels and wherein selecting the optimal option for providing the selected service is based, at least in part, on an indication of a preferred communication channel received from the user.

17. The system of claim 15, wherein selecting the optimal option for providing the selected service is according to information in a user profile associated with the user.

18. The system of claim 15, wherein selecting the optimal option for providing the selected service is according to a parameter related to at least one of:

a communication device used by the user, a geographical location of the user, a date and a time of day.

20. The method of claim 15 wherein the input data additionally comprises data input via graphical user interface objects.