| 发明名称 |
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. |
| 申请公布号 |
US8781103(B2) |
申请公布日期 |
2014.07.15 |
| 申请号 |
US201313776665 |
申请日期 |
2013.02.25 |
| 申请人 |
|
发明人 |
Baranovsky Vladislav;Mezhibovsky Vladimir;Brazhnyk Anton;Duclos Gregory Jacob;Anderson David H.;Garcia Ernesto Garcia;James William Edward;Hemelrijk Sonja Hoffman;te Boolj Merijn |
| 分类号 |
H04M3/00;H04M5/00 |
主分类号 |
H04M3/00 |
| 代理机构 |
Christie, Parker & Hale, LLP |
代理人 |
Christie, Parker & Hale, LLP |
| 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. |
| 地址 |
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