- Patent Title: Management of agent sessions for omnichannel predictive outbound
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Application No.: US15847110Application Date: 2017-12-19
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Publication No.: US10477018B2Publication Date: 2019-11-12
- Inventor: Neil O'Connor , Amit Mishra , Joel Ezell
- Applicant: Avaya Inc.
- Applicant Address: US CA Santa Clara
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US CA Santa Clara
- Agency: Sheridan Ross P.C.
- Main IPC: H04M3/51
- IPC: H04M3/51 ; G06N7/00 ; G06Q10/10

Abstract:
As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.
Public/Granted literature
- US20190191031A1 MANAGEMENT OF AGENT SESSIONS FOR OMNICHANNEL PREDICTIVE OUTBOUND Public/Granted day:2019-06-20
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