Patent · US Active

Customer controlled interaction management

US10498896B2 · kind B2 · utility

0Cited by

4References

20Claims

0Family size

Inventors

Herbert W.A. Ristock · Walnut Creek, US
Merijn te Booij · Burlingame, US
Akbar Riahi · El Sobrante, US
Vladimir Mezhibovsky · San Francisco, US
Kentis Gopalla · Burlingame, US

Key dates

Filing date	Feb 15, 2018
Grant date	Dec 3, 2019
Priority date	—
Expiry date	Feb 15, 2038

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/408
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.