System and method for providing interaction history via a customer application

摘要

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

主权项

1. A method for providing contact center interaction history, the method comprising:
identifying, by the computer system, a particular interaction involving a customer, the interaction being associated with interaction data; storing, by the computer system, the interaction data in a storage device in association with data related to the customer; receiving, by the computer system from an application miming on an end user device accessible to the customer, a request for a history of interactions, wherein the request is transmitted by the application in response to selection of an option provided by the application; retrieving, by the computer system, a log of a plurality of prior interactions involving the customer in response to the request, the log providing a selectable link to the particular interaction; receiving, in response to user actuation of the selectable link by the computer system, selection of the particular interaction listed in the log of prior interactions; retrieving, by the computer system, the interaction data stored in association with the particular interaction, in response to the selection, wherein the interaction data includes at least a portion of content of communication exchanged during the particular interaction; and providing, by the computer system, the retrieved interaction data to the end user device for display via the application.