Sending callback text messages from a contact center
US9191512B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | May 13, 2015 |
| Grant date | Nov 17, 2015 |
| Priority date | — |
| Expiry date | May 13, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5191
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Various embodiments of the invention provide a callback text message to a party who has placed an inbound call received by a contact center. Specifically, the inbound call is received by the contact center and placed into a queue to wait for an available agent. At this point, a condition is detected such as the call remaining in the queue for at least a minimum amount of time, the call expected to remain in the queue for at least a minimum amount of time, and/or the call becoming disconnected with the contact center. Accordingly, one or more parameters associated with inbound calls received by the contact center are monitored in particular embodiments and after the condition is detected and upon the one or more parameters reaching threshold values, a text message is sent to the party recommending to the party to place a subsequent inbound call to the contact center.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.