Systems and methods of parallel media communication in contact handling systems

摘要

Methods and apparatus for improving a contact with a customer in a contact handling system by enabling parallel communication via more than one media during a contact are disclosed. The method can include establishing a first connection path with the customer and communicating a first communication with the customer over the first connection path via a first media. The method can include establishing a second connection path with the customer and communicating a second communication with the customer over the second connection path while the first connection path is open over the second communication path via the second media.

主权项

1. A method for improving communication in a contact handling system by enabling parallel media communications between an agent and a customer during a contact, the method comprising:
establishing a first connection path between the agent and the customer; communicating a first communication between the agent and the customer using a first electronic communication device over the first connection path via a first media; displaying to the agent a portion of an identifier associated with a second connection path such that the agent is not provided the entire identifier; requesting confirmation from the customer that the portion of the identifier is associated with the second connection path; establishing the second connection path between the agent and the customer; communicating a second communication from the agent to the customer over the second connection path via a second media including a short message service (SMS) text media type using the first electronic communication device or a second communication device, wherein the second communication is communicated while the first connection path is open; and communicating a third communication between the agent and the customer over the first connection path via the first media, wherein the third communication is communicated while the second connection path is opened, wherein the first media is different from the second media.