System and method for managing customer interactions

US10007919B2 · kind B2 · utility

Assignee

• Genesys Telecommunications Laboratories, Inc. · US

Inventors

• Juergen Tolksdorf · Dortmund, DE
• Christopher Connolly · Cadillac, US
• Charlotte Toerck · Redwood City, US
• Merijn te Booij · Burlingame, US
• Herbert Willi Artur Ristock · Walnut Creek, US
• Robert Kassel · Incline Village, US
• John P. Keyes · Lexington, US

Key dates

• Filing date: Dec 31, 2014
• Grant date: Jun 26, 2018
• Expiry date: Jul 23, 2036

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/016
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.