Method for processing a customer request through a plurality of communication interfaces and for supervising such processing
First Claim
1. A method for managing customer interactions in a contact center, the method comprising:
- transmitting, by a processor, a first signal to a switch to establish a first connection between a first device associated with a customer and a second device associated with an agent of the contact center;
storing, in a memory, by the processor, first context information obtained from the first connection, wherein the context information corresponds to a communication session and includes a history of discussion exchanges during an interaction between the customer and the agent during the communication session over the first connection;
transmitting, by the processor, during the communication session, a second signal to the switch to establish a second connection between a different device associated with the customer and the second device associated with the agent of the contact center;
merging, by the processor, second context information obtained from the second connection with the first context information obtained from the first connection to generate merged context information of the customer, the second context information obtained from the second connection including a history of discussion exchanges during an interaction between the customer and the agent during the communication session over the second connection; and
transmitting, by the processor, the merged context information to a third device associated with a supervisor of the agent for concurrently displaying the merged context information on the third device, wherein the third device is different from the first device and the second device.
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Accused Products
Abstract
A method is provided for processing a customer request through a plurality of communication interfaces and for supervising such processing. Upon reception of a supervision request from a supervisor client application for supervising an operator client application, the connections established with the operator client application are monitored. When an operator of a supervised operator client application is selected for processing a customer, a connection between the communication interface and the supervised operator client application is supervised, and discussion context information of the established connection is stored in a data repository. If a connection through a different communication interface concerning the same request is established by the supervised operator client application, the discussion context information of the connection made through the different communication interface is added to the information already stored in association with the session.
11 Citations
20 Claims
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1. A method for managing customer interactions in a contact center, the method comprising:
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transmitting, by a processor, a first signal to a switch to establish a first connection between a first device associated with a customer and a second device associated with an agent of the contact center; storing, in a memory, by the processor, first context information obtained from the first connection, wherein the context information corresponds to a communication session and includes a history of discussion exchanges during an interaction between the customer and the agent during the communication session over the first connection; transmitting, by the processor, during the communication session, a second signal to the switch to establish a second connection between a different device associated with the customer and the second device associated with the agent of the contact center; merging, by the processor, second context information obtained from the second connection with the first context information obtained from the first connection to generate merged context information of the customer, the second context information obtained from the second connection including a history of discussion exchanges during an interaction between the customer and the agent during the communication session over the second connection; and transmitting, by the processor, the merged context information to a third device associated with a supervisor of the agent for concurrently displaying the merged context information on the third device, wherein the third device is different from the first device and the second device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system for managing customer interactions in a contact center, the system comprising:
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a switch configured to receive a plurality of communications for routing to one or more communication devices; a processor coupled to the switch; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to; transmit a first signal to the switch to establish a first connection between a first device associated with a customer and a second device associated with an agent of the contact center; store, in the memory, first context information obtained from the first connection, wherein the context information corresponds to a communication session and includes a history of discussion exchanges during an interaction between the customer and the agent during the communication session over the first connection; transmit, during the communication session, a second signal to the switch to establish a second connection between a different device associated with the customer and the second device associated with the agent of the contact center; merge second context information obtained from the second connection with the first context information obtained from the first connection to generate merged context information of the customer, the second context information obtained from the second connection including a history of discussion exchanges during an interaction between the customer and the agent during the communication session over the second connection; and transmit the merged context information to a third device associated with a supervisor of the agent for concurrently displaying the merged context information on the third device, wherein the third device is different from the first device and the second device. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification