A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.
申请公布号
WO2011094078(A3)
申请公布日期
2014.03.20
申请号
WO2011US21364
申请日期
2011.01.14
申请人
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.;BARNETT, JAMES, HARMON;SCOTT, MARK