Delivering in-home customer service via multiple channels
AssigneeAvaya Inc.
InventorsJoann J. Ordille, David Skiba
Life of this patent
Estimating the term…
Abstract
A contact center, communication system, and method are disclosed. An illustrative contact center is disclosed as enabling customer interactions via a television. As the customer interacts with the contact center, context information regarding an environment surrounding the television can be obtained by the contact center and further used to enhance the customer's interaction with the contact center, for example, by establishing additional communication channels with the customer.
Claims18
A contact center, comprising:
- a processor;
- and
- computer memory coupled with the processor and comprising instructions that enable the processor to execute functions in connection with administering the contact center, the instructions comprising:
- a work assignment engine that enables the processor to receive contacts from customer communication devices, generate a corresponding work item for the contacts received from the customer communication devices, and select one or more resources in the contact center to connect with the customer communication devices such that a customer can receive service from the contact center;
- a channel manager that enables the processor to connect a selected resource's communication device with a first customer communication device over a first communication channel and receive context information from a surrounding environment adjacent to the first customer communication device;
- and
- a context engine that enables the processor to parse the context information received from the surrounding environment over the first communication channel and identify a second customer communication device that is within communication proximity of the first customer communication device,
- wherein the context engine and channel manager further enable the processor to identify a communication capability of the second customer communication device, and
- wherein a second communication channel is established between the second customer communication device and the selected resource's communication device to carry non-video content.
A communication system that enables communications between a customer communication device and one or more resources of a contact center, the communication system comprising:
- a microprocessor;
- and
- a computer readable storage medium having instructions stored thereon that enable the processor to perform the following:
- connect a selected resource's communication device with a first customer communication device over a first communication channel;
- receive context information regarding an environment surrounding the first customer communication device;
- and
- parse the context information received over the first communication channel;
- identify a second customer communication device that is within communication proximity of the first customer communication device;
- identify a communication capability of the second customer communication device, and
- establish a second communication channel between the second customer communication device and the selected resource's communication device to carry non-video content.
A method of enabling a contact center to interact with customers, the method comprising:
- connecting, by a processor, a selected resource's communication device with a first customer communication device over a first communication channel;
- receiving, by the processor, context information regarding an environment surrounding the first customer communication device;
- and
- parsing, by the processor, the context information received over the first communication channel;
- identifying, by the processor, a second customer communication device that is within communication proximity of the first customer communication device;
- identifying, by the processor, a communication capability of the second customer communication device, and
- establishing a second communication channel between the second customer communication device and the selected resource's communication device to carry non-video content.
Dependencies are inferred from the claim text.