Invention Grant
US07827290B2 Method for integrating client WEB history and call center history into a single interaction history accessible in real time
有权
将客户端WEB历史记录和呼叫中心历史记录整合到可实时访问的单个交互历史中的方法
- Patent Title: Method for integrating client WEB history and call center history into a single interaction history accessible in real time
- Patent Title (中): 将客户端WEB历史记录和呼叫中心历史记录整合到可实时访问的单个交互历史中的方法
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Application No.: US11614601Application Date: 2006-12-21
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Publication No.: US07827290B2Publication Date: 2010-11-02
- Inventor: Brian Galvin , S. Michael Perlmutter
- Applicant: Brian Galvin , S. Michael Perlmutter
- Applicant Address: US CA Daly City
- Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee Address: US CA Daly City
- Agency: Central Coast Patent Agency, Inc.
- Main IPC: G06F15/16
- IPC: G06F15/16
Abstract:
A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.
Public/Granted literature
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