Systems and methods to redirect incoming contacts
US8831184B2 · kind B2 · utility
2Cited by
16References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Apr 15, 2013 |
| Grant date | Sep 9, 2014 |
| Priority date | — |
| Expiry date | Apr 15, 2033 |
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.