Customer controlled interaction management
US9654637B2 · kind B2 · utility
3Cited by
1References
21Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 27, 2014 |
| Grant date | May 16, 2017 |
| Priority date | — |
| Expiry date | Apr 24, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.