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System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution

  • US 8,831,203 B2
  • Filed: 12/23/2008
  • Issued: 09/09/2014
  • Est. Priority Date: 12/23/2008
  • Status: Active Grant
First Claim
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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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