CONTACT ADVOCATE

摘要

A contact center work assignment engine communication system hosts a multi-functional contact advocate to manage communications and history for customers, including the ability to report issues, provide updates, identify and solve problems, store history, interface with contact center components, including agents and experts, creating a proactive automatic assistant for contact center customers.

主权项

1. A method of facilitating contact center operations, the method comprising:
receiving a communication from a customer of a contact center; based on the received communication, invoking a contact center advocate on behalf of the customer; subscribing, by the contact center advocate, to one or more contact center events based on at least one of (i) information contained in the received communication and (ii) information known within the contact center about the customer; receiving information regarding the one or more contact center events at the contact center advocate, wherein the information is received at the contact center advocate based on the contact center advocate subscribing to the one or more contact center events; and performing a function on the received information with the contact center advocate.