公开(公告)号：WO2014093729A1

公开(公告)日：2014-06-19

申请号：PCT/US2013/074838

申请日：2013-12-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： ALEKSIN, Sergey ,  KOCHARLAKOTA, Viswanath ,  BABYAK, Denys ,  FYLYPENKO, Oleg ,  GATTO, Alan ,  KINGSTON, Annie ,  COTTLE, Dean ,  YEGGONI, Ramamohan ,  SAINT-MARC, Jerome ,  TE BOOIJ, Merijn ,  BARANOVSKY, Vladislav ,  MEZHIBOVSKY, Vladimir ,  BRAZHNK, Anton ,  DUCLOS, Gregory, Jacob ,  ANDERSON, Dave, H. ,  GARCIA, Ernesto, Garcia ,  JAMES, William, Edward ,  HEMERLRIJK, Sonja, Hoffman

IPC: G06Q30/02 ,  H04W4/02

CPC classification number: G06Q30/02 ,  H04L67/306 ,  H04M3/51 ,  H04M3/5141 ,  H04M2201/42 ,  H04M2203/2038 ,  H04M2207/18 ,  H04W4/02

Abstract: A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.

Abstract translation: 提供了一种用于通过移动设备上的移动应用提供联络中心服务的系统和方法。 监控发送到联络中心的服务请求的状态。 当检测到状态改变时，通知被自动发送到移动应用。 响应于该通知，从移动应用程序接收到交互请求。 交互请求标识服务请求。 响应于接收到交互请求，识别处理服务请求的一方。 被邀请被邀请与移动设备进行互动。