System and method for out-of-band communication with contact centers

摘要

A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel.

主权项

1. A method for connecting a website user to a contact center, the method comprising:
establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel, the voice communication channel being associated with a session identifier; establishing a supplemental channel between a web browser of the user and the contact center in accordance with the session identifier, the supplemental channel being configured to at least transmit data from the user to the agent of the contact center; displaying the supplemental channel and the website concurrently in the web browser of the user; and storing the data exchanged in the supplemental channel in association with the communication channel.