Sending callback text messages from a contact center

摘要

Various embodiments of the invention provide a callback text message to a party who has placed an inbound call received by a contact center. Specifically, the inbound call is received by the contact center and placed into a queue to wait for an available agent. At this point, a condition is detected such as the call remaining in the queue for at least a minimum amount of time, the call expected to remain in the queue for at least a minimum amount of time, and/or the call becoming disconnected with the contact center. Accordingly, one or more parameters associated with inbound calls received by the contact center are monitored in particular embodiments and after the condition is detected and upon the one or more parameters reaching threshold values, a text message is sent to the party recommending to the party to place a subsequent inbound call to the contact center.

主权项

1. A method for providing a callback text message to a party who has placed an inbound call received by a contact center comprising:
placing an identifier for the inbound call into a queue to wait for an available agent for the contact center who can service the inbound call; after placing the identifier for the inbound call into the queue, detecting a condition by one or more computer processors, the condition comprising at least one of the identifier for the inbound call remaining in the queue for at least a minimum amount of time, the identifier for the inbound call expected to remain in the queue for at least a minimum amount of time, and the inbound call becoming disconnected with the contact center; monitoring one or more parameters associated with inbound calls received by the contact center by the one or more computer processors; and after detecting the condition and before the available agent services the inbound call:
removing the identifier for the inbound call from the queue so that the available agent is no longer required to service the inbound call; andupon the one or more parameters reaching one or more threshold values, sending a text message to a processing device associated with the party who placed the inbound call, the text message comprising priority information that can be used upon placing a subsequent inbound call to the contact center to facilitate the contact center prioritizing the subsequent inbound call over at least one other inbound call received by the contact center.