| 发明名称 |
SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS IN AN ENTERPRISE |
| 摘要 |
An automated system of an enterprise is disclosed for managing a communication session with a customer of the enterprise. The automated system includes a monitoring module configured to monitor one or more attributes associated with the communication session. The automated system further includes an analysis module configured to determine a plurality of resources required for managing the communication session based on the attributes. The automated system further includes a management module configured to manage allocation of the resources for the communication session, wherein the allocation is refined during the communication session based on the attributes. |
| 申请公布号 |
US2015358463(A1) |
申请公布日期 |
2015.12.10 |
| 申请号 |
US201414299153 |
申请日期 |
2014.06.09 |
| 申请人 |
Avaya Inc. |
发明人 |
O'Connor Neil;McCormack Tony |
| 分类号 |
H04M3/51;H04M3/493;H04M3/523;G06Q10/06;G06Q30/00 |
主分类号 |
H04M3/51 |
| 代理机构 |
|
代理人 |
|
| 主权项 |
1. A system for managing a communication session with a customer of an enterprise, comprising:
a monitoring module configured to monitor one or more attributes associated with the communication session; an analysis module configured to determine a plurality of resources required for managing the communication session based on the attributes; a management module configured to manage allocation of the resources for the communication session, wherein the allocation is refined during the communication session based on the attributes. |
| 地址 |
Santa Clara CA US |
