| 摘要 |
Embodiments may include apparatuses, computer readable mediums, and methods to directly connect and engage a visitor to a custom website or application with an operator. In addition, an authentication of .visitor's identity entered into an inter-enabled device may be confirmed and carried through to a call center. In an embodiment, a dynamic phone number may be allocated to the visitor. The dynamic phone number may be displayed on the custom website in the visitor's browser when a visitor lands on the custom website or when the visitor authenticates his or her identity through the custom website. When a visitor calls the dynamic number from any device, the call may be directed from a back-end service to an Interactive Voice Response system (IVR), where the visitor may be connected to an operator without additional authentication steps. |
| 主权项 |
1. A method of initiating an engagement session between a visitor of a custom website and an operator, the method comprising:
allocating, by a back-end service, a dynamic phone number that is specific to the visitor; displaying, by the back-end service, a dynamic number on the custom website or application, such that is viewable on an internet-enabled device of the visitor; receiving, at an application program interface (API) endpoint, a call to the allocated dynamic phone number; identifying, by the back-end service, the visitor by the allocated dynamic phone number; assigning, by the back-end service, the visitor to an available operator; providing, by the back-end service, the operator with information about the visitor and the visitor's activity within the custom website or application gathered from an engagement service; and connecting, by the back-end service, the visitor to the operator. |
