INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER
14 Assignments
0 Petitions
Accused Products
Abstract
The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.
7 Citations
33 Claims
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1-22. -22. (canceled)
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23. A method, comprising:
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(a) receiving, by a contact center, a first communication from a first transaction initiator. (b) determining, by a processor executable contact manager, that the first communication is a long distance cellular call; and (c) providing, by the contact manager, the first communication with special treatment relative to a second communication received from a different second transaction initiator, the second communication being received substantially at the same time as the first communication and being a local cellular call and wherein the first and second transaction initiators are otherwise entitled to a common service priority. - View Dependent Claims (24, 25, 32, 33)
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26. A contact center, comprising:
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a processor executable contact manager operable to; receive a first communication from a first transaction initiator; determine that the first communication is a long distance cellular call; and provide the first communication with special treatment relative to a second communication received from a different second transaction initiator, the second communication being received substantially at the same time as the first communication and being a local cellular call and wherein the first and second transaction initiators are otherwise entitled to a common service priority. - View Dependent Claims (27, 28)
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29. A non-transient and tangible computer readable medium comprising processor executable instructions, that, when executed, perform at least the following steps:
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receiving a first communication from a first transaction initiator, determining that the first communication is a long distance cellular call; and providing the first communication with special treatment relative to a second communication received from a different second transaction initiator, the second communication being received substantially at the same time as the first communication and being a local cellular call and wherein the first and second transaction initiators are otherwise entitled to a common service priority. - View Dependent Claims (30, 31)
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Specification