CROSS-CHANNEL CONVERSATIONS WITH CONTEXT AWARE TRANSITION BETWEEN CHANNELS
摘要
A method for engaging in cross-channel communication between an agent and a user of a contact center, the method including: engaging the user in a first communication session via a first communication channel; providing the user a link to a second communication channel; receiving actuation of the link; retrieving data associated with the first communication session in response to actuation of the link; and engaging the user in a second communication session via the second communication channel, wherein the second communication session is associated with the retrieved data associated with the first communication session.
申请公布号
EP2929502(A4)
申请公布日期
2016.06.01
申请号
EP20130860520
申请日期
2013.12.06
申请人
GREENEDEN U.S. HOLDINGS II, LLC
发明人
STOERTENBECKER, ARNE;KHODORENKO, ALEX;PIMTCHENKOV, VLADIMIR;BELOV, SERGEY, B.;PETROVYKH, YEVGENIY;MACKEY, PATRICK