Connecting contact center resources using DLT for IOT solutions
US11416819B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 26, 2020 |
| Grant date | Aug 16, 2022 |
| Priority date | — |
| Expiry date | Jan 6, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L2209/56
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Multiple vendors often contribute a portion of their hardware and/or software to a customer to enable a particular feature. When issues occur, a contact center for more than one vendor may be required to perform an action in order to identify a resolution to the issue and apply the resolution. By coordinating multiple contact centers with smart contracts via a distributed leger, rules may be developed for the creation of blocks for notifications, escalations, tasks, and other actions or informational notifications to resolve the issue. Additionally, the blockchain may serve as a permanent record provide a history of actions taken, by whom, and when.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.