LOCATION ENHANCEMENTS FOR MOBILE MESSAGING

摘要

Handheld communication devices, such as smart phones, comprise a number of data gathering sensors. The sensors may be utilized to provide an agent of a contact center with situational information regarding the user of the handheld device. While global positioning systems (GPS) provides one means to locate a user of a communication device, GPS is not always available. However, by utilizing radio receivers, internal condition sensors, motion detectors, and other sensing components, a situation for a customer may be determined to supplement or substitute for GPS-determined location as well as to identify more relevant situations for the user beyond those provided by GPS provided location information.

主权项

1. A communication device, comprising:
a scanning module operable to receive inputs from a sensing component of the device and detect a situation-indicating signal from the sensing component; a communications component operable to enable a first communication between a user of the device and an agent of a contact center; and wherein the communication component is further operable to enable a second communication between the scanning module and a situation analysis module of the contact center so that the situation analysis module obtains information to determine a situation associated with the user from the second communication and cause indicia of the situation associated with the user to be transmitted to the agent of the contact center.