ENHANCED CUSTOMER JOURNEY USING MULTICHANNEL CONTACT CENTER

摘要

A contact center, communication system, and server are disclosed. An illustrative contact center is disclosed as being a multichannel contact center. A customer of the illustrative multichannel contact center is allowed to switch their engagement with the contact center from using a first media type to using a second media type. Upon making such a switch of engagement, the customer may be provided with information regarding resources in the contact center, statistics/metrics of those resources, the ability to provide real-time feedback regarding the engagement, and possibly the ability to select a resource from among a plurality of resources. In this way, the customer may be incentivized to switch their method of engagement to a benefit of both the contact center and the customer.

主权项

1. A contact center, comprising:
a work assignment engine which receives contacts from customers, generates a corresponding work item for the contacts received from the customers, and selects one or more resources in the contact center to connect with the customer such that the customer can receive service from the contact center; a channel manager that facilitates the contact center to connect with a first customer simultaneously via both a first communication channel and a second communication channel; and an experience manager that binds information received during a communication session on the second communication channel with a communication session occurring on the first communication channel.