发明名称 |
SYSTEM AND METHOD FOR CUSTOMER EXPERIENCE MANAGEMENT |
摘要 |
A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target. |
申请公布号 |
EP3087545(A4) |
申请公布日期 |
2017.01.18 |
申请号 |
EP20140875141 |
申请日期 |
2014.12.23 |
申请人 |
Greeneden U.S. Holdings II, LLC |
发明人 |
SURRIDGE, Matthew James;VERRALL, Andrew Thomas Charles;SMITH, Cameron David;HEDGES, Gregory John;TE BOOIJ, Merijn |
分类号 |
G06Q30/02;G06Q10/06;G06Q30/06;H04M3/51;H04M3/523 |
主分类号 |
G06Q30/02 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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