Systems and methods to redirect incoming contacts
US8422644B2 · kind B2 · utility
3Cited by
8References
6Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 31, 2009 |
| Grant date | Apr 16, 2013 |
| Priority date | — |
| Expiry date | Jan 29, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/4536
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.