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System and method for customer experience management

  • US 9,392,116 B2
  • Filed: 12/26/2013
  • Issued: 07/12/2016
  • Est. Priority Date: 12/26/2013
  • Status: Active Grant
First Claim
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1. A method for managing an interaction for a contact center, the method comprising:

  • identifying, by a processor, an intent for an interaction between a customer and the contact center, wherein the intent is derived by the processor based on data accumulated on the customer;

    identifying, by the processor, a contact center business goal related to the intent;

    determining, by the processor, a current contact center performance in achieving the contact center business goal and identifying a performance gap relative to the business goal based on the determination;

    determining, by the processor, performance of contact center targets when handling the intent;

    identifying, by the processor, one or more of the contact center targets based on the determined performance of the contact center targets and the identified performance gap relative to the business goal;

    determining, by the processor, availability of a particular target selected from the identified one or more of the contact center targets for addressing the intent during the interaction;

    selecting, by the processor, the particular target for addressing the intent during the interaction; and

    delivering, by an electronic switch coupled to the processor, the interaction to the particular target.

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