| 摘要 |
<p><P>PROBLEM TO BE SOLVED: To provide various connection center embodiments for talking with a customer, using instant messaging. <P>SOLUTION: In one embodiment, a connection center is configured so as to receive instant message notification from the customer when the customer responds to a connection by an instant message. In a second embodiment, the connection center is configured so as to route a sessionless instant message only to selected agents during a designated period of time. In a third embodiment, the connection center is configured so as to provide customer presence information about an instant message address to be managed before the customer makes a connection to the connection center. In a fourth embodiment, the connection center is configured so as to execute an outbound instant messaging campaign or an outbound instant messaging alert to the customer. <P>COPYRIGHT: (C)2005,JPO&NCIPI</p> |
