Method for routing transactions between internal and external partners in a communication center

US9350808B2 · kind B2 · utility

Assignees

• Alcatel Lucent · FR
• Genesys Telecommunications Laboratories, Inc. · US

Inventors

• Christopher Clemmett Macleod Beck · Oceanside, US
• Jonathan Michael Berke · San Diego, US
• Joel A Johnstone · San Diego, US
• Robin Marie Mitchell · Irvine, US
• James Karl Powers · Carlsbad, US
• Mark Franklin Sidell · Chapel Hill, US
• Charles Dazler Knuff · Carlsbad, US

Key dates

• Filing date: Jan 19, 2015
• Grant date: May 24, 2016
• Expiry date: Jan 19, 2035

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04W84/042
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.