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ENHANCING CONTACT CENTERS WITH DIALOG CONTRACTS

  • US 20080152121A1
  • Filed: 03/09/2007
  • Published: 06/26/2008
  • Est. Priority Date: 12/22/2006
  • Status: Active Grant
First Claim
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1. A method for using dialog contracts for contact center interactions comprising:

  • determining a context that applies to a caller who is communicating with a contact center;

    identifying a dialog contract that corresponds to the determined context, said dialog contract specifying the requirements for a real-time contact center session;

    the contact center transferring the caller to a contact center agent;

    conducting the real-time communication session involving the caller and the contact center agent;

    a software program analyzing input of the caller and the contract center agent during the communication session and automatically updating a session file as requirements of the dialog contract are satisfied; and

    utilizing the session file as a quality measurement of the communication session.

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