公开(公告)号：US20160065740A1

公开(公告)日：2016-03-03

申请号：US14470898

申请日：2014-08-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert W.A. Ristock ,  Merijn te Booij ,  Akbar Riahi ,  Vladimir Mezhibovsky ,  Kentis Gopalla

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5235 ,  H04M2203/2011 ,  H04M2203/401 ,  H04M2203/408

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.

Abstract translation: 用于管理客户联络中心的交互的系统和方法。 联络中心处理器接收请求以预留用于处理交互的联络中心资源。 处理器还接收有关交互的数据。 处理器基于接收到的数据来识别用于路由交互的路由点。 路由点与由客户而不是联络中心控制的路由逻辑相关联。 处理器将交互路由到所识别的路由点，以便客户控制交互的路由。