公开(公告)号：US20190279256A1

公开(公告)日：2019-09-12

申请号：US16257655

申请日：2019-01-25

Applicant: Avaya Inc.

Inventor： Michael Sisselman ,  Oliver Huber ,  Wen-Hua Ju ,  Rafael Luis Piva ,  Andre Aragao

IPC: G06Q30/02 ,  H04M3/51 ,  H04M3/523 ,  G06F16/25

Abstract: A real-time or non-real-time communication from a customer communication endpoint is received. A work item is generated that represents the real-time or non-real-time communication. For example, a real-time voice communication is received and tracked in a contact center as a work item. First data from an external data service provider (DSP) is consumed. For example, the first data is received from an Experian® data service. The first data is natively provided by the external DSP in a first format. For example, the first format may be in Extended Markup Language (XML). The first data is converted into second data in a second format for use in a contact center. The second data in the second format is used to: 1) select a first offer from multiple offers; and 2) route the work item and the first selected offer to a communication element (e.g., an agent communication endpoint).