Interaction management system and methods of use
US9537924B2 · kind B2 · utility
4Cited by
11References
22Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jan 28, 2010 |
| Grant date | Jan 3, 2017 |
| Priority date | — |
| Expiry date | Jul 11, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2011
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.