Customer care mobile application

• US 9,532,209 B2
• Filed: 04/07/2015
• Issued: 12/27/2016
• Est. Priority Date: 12/19/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Aleksin, Sergey, Kocharlakota, Viswanath, Babyak, Denys, Fylypenko, Oleg, Gatto, Alan, Kingston, Annie, Cottle, Dean, Yeggoni, Ramamohan
• Primary Examiner(s): Nealon, William
• Application Number:
  US14/681,082
• Publication Number:
  US 20150289130A1
• Time in Patent Office: 630 Days
• Field of Search: 705/7.14, 705/14.25, 455/411, 455/414.1, 455/415
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 1/72403 with means for local support of applications that increase the functionality
• CPC Class Codes: H04M 2203/256 comprising a service specific user interface
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04W 12/12 Detection or prevention of fraud
• CPC Class Codes: H04W 8/183 Processing at user equipment or user record carrier
• CPC Class Codes: H04W 80/12 Application layer protocols, e.g. WAP [Wireless Application Protocol]

Abstract

A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.

Claims

1. A method for providing contact center services via a mobile application on a mobile device, the method comprising:

monitoring, by a processor, status associated with a service request transmitted to a contact center, wherein the service request is for being routed to an agent for handling the service request;

detecting, by the processor, change in the status;

automatically transmitting, by the processor, a notification to the mobile application in response to detecting the change in the status;

automatically transmitting, by the processor, at least a portion of data contained in the notification, to the agent;

receiving, by the processor, an interaction request from the mobile application in response to the notification, wherein the interaction request includes an identifier supplied by the mobile application for identifying the service request, wherein the interaction request is transmitted by the mobile application over a data channel;

identifying, by the processor, the agent handling the service request in response to receipt of the interaction request;

detect a voice call associated with the interaction request received over a voice channel; and

in response to receiving the voice call, transmitting, by the processor, a command for routing the voice call to a device accessible to the agent, wherein the routing is based on at least the identifier identifying the service request.

2. The method of claim 1, wherein the service request is for technical support.

3. The method of claim 1, wherein the status identifies that the service request has been resolved.

4. The method of claim 1, wherein the status identifies triggering of an alarm with respect to the service request, or identifies escalation of a problem associated with the service request.

5. The method of claim 1 further comprising:

automatically transmitting the notification to a contact center agent.

6. The method of claim 1, wherein the interaction request is generated by the mobile application in response to actuation of an interaction option by a user of the mobile application.

7. The method of claim 1, wherein the interaction request is for requesting a mobile phone call to the contact center, wherein a telephone number for the contact center is provided to the mobile application as a push notification.

8. The method of claim 7, wherein the telephone number is selected based on identification of a location of the mobile device.

9. The method of claim 1, wherein the mobile application provides an interface for completing forms for being submitted to the contact center.

10. The method of claim 9, wherein the form is a service request form or a survey form.

11. The method of claim 1 further comprising:

pushing information for display on the mobile device.

12. The method of claim 11, wherein the information is product or marketing information, or identification of informational courses held near the identified location.

13. The method of claim 1 further comprising:

monitoring compliance with a service level agreement; and

visually depicting a level of compliance via a visual indicator.

14. The method of claim 1, wherein the identification of the agent is without further input from a user of the mobile device.

15. The method of claim 1, wherein the service request is a request for a product change.

16. A system for providing contact center services via a mobile application on a mobile device, the system comprising:

a processor;

a memory storing instructions which, when executed by the processor, causes the processor to;

monitor status associated with a service request transmitted to a contact center, wherein the service request is for being routed to an agent for handling the service request;

detect change in the status;

automatically transmit a notification to the mobile application in response to detecting the change in the status;

automatically transmit at least a portion of data contained in the notification, to the agent;

receive an interaction request from the mobile application in response to the notification, wherein the interaction request includes an identifier supplied by the mobile application for identifying the service request, wherein the interaction request is transmitted by the mobile application over a data channel;

identify the agent handling the service request in response to receipt of the interaction request;

detect a voice call associated with the interaction request received over a voice channel; and

in response to receiving the voice call, transmit a command for routing the voice call to a device accessible to the agent, wherein the routing is based on at least the identifier identifying the service request.

17. The system of claim 16, wherein the status identifies that the service request has been resolved.

18. The system of claim 16, wherein the interaction request is generated by the mobile application in response to actuation of an interaction option by a user of the mobile application.

19. The system of claim 16, wherein the interaction request is for requesting a mobile phone call to the contact center, wherein a telephone number for the contact center is provided to the mobile application as a push notification.

20. The system of claim 19, wherein the telephone number is selected based on identification of a location of the mobile device.

21. The system of claim 20 further comprising a switch for establishing a voice connection with the device accessible to the agent.

22. The system of claim 20, wherein the instruction further cause the processor to:

store the identifier in the memory;

match the voice call to the stored identifier; and

retrieve the identifier in response to making the match.