公开(公告)号：US20190306317A1

公开(公告)日：2019-10-03

申请号：US16447485

申请日：2019-06-20

Applicant: Avaya Inc.

Inventor： Deborah Hill ,  Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Katherine A. Sobus ,  Rodney A. Thomson

IPC: H04M3/523 ,  G06Q30/02 ,  H04W4/029 ,  G06Q30/00

Abstract: A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

公开(公告)号：US08873739B2

公开(公告)日：2014-10-28

申请号：US13862029

申请日：2013-04-12

Applicant: Avaya Inc.

Inventor： Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  G06Q10/10 ,  G06Q30/06 ,  G06Q30/02 ,  H04L12/24 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5235 ,  G06Q10/107 ,  G06Q30/01 ,  G06Q30/02 ,  G06Q30/0601 ,  H04L41/147 ,  H04L41/5009 ,  H04L41/5022 ,  H04L41/5064 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M2203/551

Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.

Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给事务发起者。

公开(公告)号：US20130223618A1

公开(公告)日：2013-08-29

申请号：US13862029

申请日：2013-04-12

Applicant: Avaya Inc.

Inventor： Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

IPC: H04M3/523

CPC classification number: H04M3/5235 ,  G06Q10/107 ,  G06Q30/01 ,  G06Q30/02 ,  G06Q30/0601 ,  H04L41/147 ,  H04L41/5009 ,  H04L41/5022 ,  H04L41/5064 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M2203/551

Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.

Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给交易启动器。