System and method for interacting with customer contact center over a mobile device

A method for processing interaction requests from a customer, the method comprising:

• receiving by a computer system over a data channel from an end user device accessible to the customer, a request for interaction, the request including data from an application running on the end user device;
• reserving the access number from a pool of access numbers in response to the request for the interaction, wherein the reserving is for preventing the access number from being transmitted to another end user device:
• storing the data by the computer system;
• receiving a voice call from a telephony device accessible to the customer;
• matching the voice call to the stored data based on information associated with the voice call, wherein the information includes the reserved access number;
• retrieving the stored data based on the match;
• identifying a contact center resource based on the retrieved data;
• and
• routing the voice call to the identified contact center resource, wherein routing of the voice call establishes a voice media session between the telephony device and the contact center resource.

A method for processing interaction requests from a customer, the method comprising:

• receiving by a computer system over a data channel from an end user device accessible to the customer, data from an application running on the end user device;
• storing the data by the computer system;
• generating an access code by the computer system;
• transmitting the access code to the end user device over the data channel;
• receiving a voice call from a telephony device accessible to the customer;
• receiving the access code from the telephony device over the voice channel;
• matching the voice call to the stored data based on information associated with the voice call, wherein the information includes the access code provided over the voice channel;
• retrieving the stored data based on the match;
• identifying a contact center resource based on the retrieved data;
• and
• routing the voice call to the identified contact center resource, wherein routing of the voice call establishes a voice media session between the telephony device and the contact center resource.

A system for processing interaction requests from a customer, the system comprising:

• a processor;
• and
• a memory including instructions which, when executed by the processor, cause the processor to:
• receive over a data channel from an end user device accessible to the customer, a request for interaction, the request including data from an application running on the end user device;
• generate a first session identifier for a first session in response to the request for the interaction;
• store the received data;
• store the first session identifier in association with the data;
• detect a voice call from a telephony device accessible to the customer;
• match the voice call to the stored data based on information associated with the voice call;
• retrieve the stored data based on the match;
• generate a second session identifier for a second session associated with the voice call;
• merge the first and second sessions into a single session;
• identify a contact center resource based on the retrieved data;
• and
• route the voice call to the identified contact center resource, wherein routing of the voice call is configured to establish a voice media session between the telephony device and the contact center resource.

A system for processing interaction requests from a customer, the system comprising:

• a processor;
• and
• a memory including instructions which, when executed by the processor, cause the processor to:
• receive over a data channel from an end user device accessible to the customer, data from an application running on the end user device;
• store the received data;
• detect a voice call from a telephony device accessible to the customer;
• match the voice call to the stored data based on information associated with the voice call, wherein the information includes an access number called by the telephony device for establishing the voice media session;
• retrieve the stored data based on the match;
• reserve the access number from a pool of access numbers in response to the request for the interaction, wherein the reserving is for preventing the access number from being transmitted to another end user device;
• identify a contact center resource based on the retrieved data;
• and
• route the voice call to the identified contact center resource, wherein routing of the voice call is configured to establish a voice media session between the telephony device and the contact center resource.