System and Methods for Tracking Unresolved Customer Involvement with a Service Organization and Automatically Formulating a Dynamic Service Solution

• US 20100158236A1
• Filed: 12/23/2008
• Published: 06/24/2010
• Est. Priority Date: 12/23/2008
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Chang, Yi, Finan, Robert, McCrossan, Richard, Bischoff, Brian
• Granted Patent: US 8,831,203 B2
• Time in Patent Office: Days
• US Class Current: 379/265.30
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

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.

Claims

1. A system for managing customer involvement with a contact center, comprising:

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;

wherein, 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.

2. The system of claim 1 wherein unsuccessful or incomplete interaction includes a failed transaction, a failed connect attempt, or an interactive process that was not completed.

3. The system of claim 1 wherein the communications monitored include telephone sessions with an interactive voice response (IVR) unit, Web-based sessions initiated through a Web site, chat sessions and messaging sessions.

4. The system of claim 1 wherein the one or more monitoring applications monitor active sessions represented virtually in an interaction server.

5. The system of claim 2 wherein a failed connect attempt is a call dropped from an agent queue due to the caller hanging up.

6. The system of claim 1 wherein contact center-initiated activity includes an outbound call, a transfer to live assistance, or a transfer to a text messaging session.

7. The system of claim 1 further including a correlation application for correlating session identifiers of different session types to a single customer.

8. A method for managing customer involvement with a contact center, comprising:

(a) executing one or more monitoring applications on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center;

(b) detecting by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center; and

(c) using data related to the instance of unsuccessful or incomplete interaction between a customer and the contact center by a rules engine executing on the one or more computerized servers 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.

9. The method of claim 8 wherein unsuccessful or incomplete interaction includes a failed transaction, a failed connect attempt, or an interactive process that was not completed.

10. The method of claim 8 wherein the communications monitored include telephone sessions with an interactive voice response (IVR) unit, Web-based sessions initiated through a Web site, chat sessions and messaging sessions.

11. The method of claim 8 wherein the one or more monitoring applications monitor active sessions represented virtually in an interaction server.

12. The method of claim 9 wherein a failed connect attempt is a call dropped from an agent queue due to the caller hanging up.

13. The method of claim 8 wherein contact center-initiated activity includes an outbound call, a transfer to live assistance, or a transfer to a text messaging session.

14. The method of claim 8 further including a correlation application for correlating session identifiers of different session types to a single customer.