公开(公告)号：US20120278115A1

公开(公告)日：2012-11-01

申请号：US13094922

申请日：2011-04-27

申请人： Arup Acharya ,  Gary J. Wright ,  Schachi Sharma ,  Nilanjan Banerjee

发明人： Arup Acharya ,  Gary J. Wright ,  Schachi Sharma ,  Nilanjan Banerjee

IPC分类号： G06Q10/00

CPC分类号： G06Q30/02

摘要： Customers are contacted on social media websites and instant messaging programs by monitoring a plurality of network-enabled user-interactive sites, e.g., social media websites, for an active presence of a customer on one of the sites. Upon detection of an active presence, a customer support agent is assigned to the customer associated, and a communication channel of customer's choice is established between the agent and the customer. This communication channel is used to exchange messages between the assigned agent and the associated predefined customer. A single contact center representation is established on each site, and a separate logical representation of each single contact center representation is established on premises equipment associated with the agent. The logical representation on the agent premises equipment is used to establish the communication channel between the customer support agent and the associated predefined customer.

摘要翻译： 通过监视多个启用网络的用户交互站点（例如，社交媒体网站）来在其中一个站点上积极地存在客户，从而在社交媒体网站和即时消息程序上联系客户。 在检测到主动存在时，将客户支持代理分配给相关联的客户，并且在代理和客户之间建立客户选择的通信信道。 该通信信道用于在分配的代理和相关联的预定义客户之间交换消息。 在每个站点上建立单个联络中心表示，并且在与代理相关联的房屋设备上建立每个单个联络中心表示的单独的逻辑表示。 代理处所设备上的逻辑表示用于建立客户支持代理和相关联的预定义客户之间的通信通道。