SYSTEM AND METHOD FOR CALL AND DATA MATCHING IN A CONTACT CENTER

摘要

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

主权项

1. A method for processing interaction requests from a customer, the method comprising:
receiving by a computer system over a data channel from an end user device accessible to the customer, a request for an interaction, the request including data from an application running on the end user device; storing the data by the computer system; receiving a voice call from a telephony device accessible to the customer; establishing a voice media session with the telephony device over a voice channel in response to the voice call; identifying the data based on information associated with the voice call; identifying a contact center resource for routing the voice call; and attaching the data to a request to route the call to the identified contact center resource.