System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution
First Claim
1. A system for managing customer involvement with a contact center, comprising:
- one or more processors; and
one or more memory devices coupled to the one or more processors, wherein the one or more memory devices have stored thereon instructions that, when executed by the one or more processors, cause the one or more processors to;
establish a current communication session with an end user device;
identify a user engaged in the current communication session;
determine, during the current communication session, whether data for an unresolved interaction initiated prior to the current communication session exists for the user in a database;
retrieve the data for the prior unresolved interaction from the database; and
initiate an activity for resolving the prior unresolved interaction based on the retrieved data.
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0 Petitions
Accused Products
Abstract
A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.
55 Citations
22 Claims
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1. A system for managing customer involvement with a contact center, comprising:
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one or more processors; and one or more memory devices coupled to the one or more processors, wherein the one or more memory devices have stored thereon instructions that, when executed by the one or more processors, cause the one or more processors to; establish a current communication session with an end user device; identify a user engaged in the current communication session; determine, during the current communication session, whether data for an unresolved interaction initiated prior to the current communication session exists for the user in a database; retrieve the data for the prior unresolved interaction from the database; and initiate an activity for resolving the prior unresolved interaction based on the retrieved data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A method for managing customer involvement with a contact center, comprising:
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establishing a current communication session with an end user device; identifying a user engaged in the current communication session; determining, during the current communication session, whether data for an unresolved interaction initiated prior to the current communication session exists for the user in a database; retrieving the data for the prior unresolved interaction from the database; and initiating an activity for resolving the prior unresolved interaction based on the retrieved data. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22)
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Specification