Invention Grant
US09300482B2 Cross-channel conversations with context aware transition between channels
有权
跨渠道对话与通道之间的上下文感知转换
- Patent Title: Cross-channel conversations with context aware transition between channels
- Patent Title (中): 跨渠道对话与通道之间的上下文感知转换
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Application No.: US13708921Application Date: 2012-12-07
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Publication No.: US09300482B2Publication Date: 2016-03-29
- Inventor: Arne Stoertenbecker
- Applicant: Genesys Telecommunications Laboratories, Inc.
- 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: Lewis Roca Rothgerber Christie LLP
- Main IPC: G06F15/16
- IPC: G06F15/16 ; H04L12/18 ; H04L12/58
Abstract:
A method for engaging in cross-channel communication between an agent and a user of a contact center, the method including: engaging the user in a first communication session via a first communication channel; providing the user a link to a second communication channel; receiving actuation of the link; retrieving data associated with the first communication session in response to actuation of the link; and engaging the user in a second communication session via the second communication channel, wherein the second communication session is associated with the retrieved data associated with the first communication session.
Public/Granted literature
- US20140164530A1 CROSS-CHANNEL CONVERSATIONS WITH CONTEXT AWARE TRANSITION BETWEEN CHANNELS Public/Granted day:2014-06-12
Information query
