公开(公告)号：EP3241169A1

公开(公告)日：2017-11-08

申请号：EP15876126.2

申请日：2015-12-28

申请人： Greeneden U.S. Holdings II, LLC

发明人： TOLKSDORF, Juergen ,  CONNOLLY, Christopher ,  TOERCK, Charlotte ,  TE BOOIJ, Merijn ,  RISTOCK, Herbert Willi Artur ,  KASSEL, Robert ,  BOUZID, Ahmed Tewfik ,  HARASIMIUK, Pawel ,  WELLMAN, Aaron ,  KUMAR, Praphul

IPC分类号： G06Q30/02 ,  G06Q30/06

CPC分类号： G06Q30/02 ,  G06Q30/01

摘要： A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.