System and method for exposing customer availability to contact center agents
US8995644B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 2, 2012 |
| Grant date | Mar 31, 2015 |
| Priority date | — |
| Expiry date | Nov 2, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5231
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.