发明名称 |
SYSTEM AND METHOD FOR EXPOSING CUSTOMER AVAILABILITY TO CONTACT CENTER AGENTS |
摘要 |
A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task. |
申请公布号 |
US2015181040(A1) |
申请公布日期 |
2015.06.25 |
申请号 |
US201514633064 |
申请日期 |
2015.02.26 |
申请人 |
Genesys Telecommunications Laboratories, Inc. |
发明人 |
RISTOCK Herbert Willi Artur;MEZHIBOVSKY Vladimir;KOROLEV Nikolay |
分类号 |
H04M3/523 |
主分类号 |
H04M3/523 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
Daly City CA US |