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US 10,944,868 B2Granted
Contact center interfaces
AssigneeAvaya Inc.
InventorsPaul D'Arcy, Seamus Hayes
Life of this patent
Estimating the term…
Abstract
A contact center interface is provided by co-operation between a search engine and a contact center. A search query entered by a user into the search engine is passed to the contact center and the contact center determines from the search terms an appropriate skillset to deal with that user query, returning to the search engine a link enabling the user to initiate a direct communications session to a live agent or queue having that skillset expertise, thereby bypassing interactive voice response sessions which are normally required to ascertain the nature of a query. By providing multiple search options to the user, the user is empowered to select the best skillset, and the accuracy of future searches can be improved.
Claims26
A computer-implemented method of providing a user's computer system with access to a resource of a contact center, comprising the steps of:
- (a) serving, by a search engine system, a search engine graphical user interface to the user's computer system for searching for information on one or more websites;
- (b) receiving, by the search engine system, a search query from the user's computer system via said graphical user interface;
- (c) sending, by the search engine system, a request based on said search query, to the contact center;
- (d) receiving, by the search engine system from the contact center in response to said request, data enabling a contact center link comprising an indicator of a network address to be provided to said user, wherein said contact center link, when activated by said user's computer system, initiates a voice or video telephony session between the user's computer system and a predetermined queue of agents of the contact center selected in response to said request, wherein the user's computer system was not participating in a telephony session with the contact center before activation of the contact center link;
- and
- (e) returning, by the search engine system, said contact center link to said user's computer system as part of a response to said search query.
3 more elements
A computer program product comprising:
- a non-transitory computer readable storage medium having computer readable program code embodied therewith, the computer readable program code comprising:
- (a) computer readable program code configured to serve a search engine graphical user interface to a user's computer system for searching for information on one or more websites;
- (b) computer readable program code configured to receive a search query from the user's computer system via said graphical user interface;
- (c) computer readable program code configured to send a request based on said search query to a contact center;
- (d) computer readable program code configured to receive from the contact center, in response to said request, data enabling a contact center link comprising an indicator of a network address to be provided to said user's computer system, wherein said contact center link, when activated by said user's computer system, initiates a voice or video telephony session between the user's computer system and a predetermined queue of agents of the contact center selected in response to said request, wherein the user's computer system was not participating in a telephony session with the contact center before activation of the contact center link;
- and
- (e) computer readable program code configured to return said contact center link to said user's computer system as part of a response to said search query.
4 more elements
A computer-implemented search engine system providing a user with access to a resource of a contact center, comprising:
- a network interface to provide communication with the contact center;
- a computer readable storage medium storing instructions executable by a processor;
- the processor, in communication with the computer readable storage medium, wherein the processor when executing the executable instructions:
- serves a search engine graphical user interface at a user's computer system for searching for information on one or more websites;
- receives a search query from the user's computer system via said graphical user interface;
- sends a request based on said search query to said contact center;
- receives, from the contact center, data enabling a contact center link comprising an indicator of a network address, based on data received in response to said request, wherein said contact center link, when activated, by the user's computer system, initiates a voice or video telephony session between the user's computer system and a predetermined queue of agents of the contact center selected in response to said request, wherein the user was not participating in a telephony session with the contact center before activation of the contact center link;
- and
- returns said contact center link to said user's computer system as part of a response to the search query.
6 more elements
A computer-implemented method of providing a user's computer system with access to a resource of a contact center, comprising the steps of:
- (a) receiving, by a contact center system, from a search engine, a request based on a search query submitted to the search engine by the user's computer system;
- (b) determining, by the contact center system from said request, an identity of at least one selected resource of the contact center based on stored rules;
- (c) sending, by the contact center system, to the search engine, in response to said request, data enabling a contact center link comprising an indicator of a network address, to be provided to said user's computer system, whereby said contact center link, when activated by said user's computer system, will initiate a voice or video telephony session between the user's computer system and said at least one selected resource of the contact center, wherein the user's computer system was not participating in a telephony session with the contact center before activation of the contact center link;
- (d) receiving, by the contact center system from said user's computer system, initiation of a voice or video telephony session from which said at least one selected resource may be identified;
- and
- (e) directing, by the contact center system, said voice or video telephony session to said at least one selected resource.
3 more elements
A computer program product comprising:
- a non-transitory computer readable storage medium having computer readable program code embodied therewith, the computer readable program code comprising:
- (a) computer readable program code configured to receive from a search engine a request based on a search query submitted to the search engine by a user's computer system;
- (b) computer readable program code configured to determine, from the request, an identity of at least one selected resource of a contact center based on stored rules;
- (c) computer readable program code configured to send to the search engine, in response to the request, data enabling a contact center link comprising an indicator of a network address, to be provided to the user's computer system, whereby the contact center link, when activated by said user's computer system, will initiate a voice or video telephony session between the user's computer system and the at least one selected resource of the contact center, wherein the user's computer system was not participating in a telephony session with the contact center before activation of the contact center link;
- (d) computer readable program code configured to receive, from the user's computer system, a telephony session initiation from which the at least one selected resource may be identified;
- and
- (e) computer readable program code configured to direct the telephony session to the at least one selected resource.
4 more elements
A computer-implemented contact center system for providing a user computer system with access to a resource of a contact center system, comprising:
- (a) a network interface to receive from a search engine a request based on a search query submitted to the search engine by the user's computer system and to send data to the search engine in response to the request;
- (b) a storage area storing rules for determining, from the request, an identity of at least one selected resource of the contact center based on stored rules;
- and
- (c) a processor programmed to determine the identity of said at least one selected resource of the contact center based on the stored rules and to generate data enabling a contact center link comprising an indicator of a network address to be provided to the user's computer system, whereby the contact center link, when activated by said user's computer system, will initiate a voice or video telephony session between the user's computer system and the at least one selected resource of the contact center, wherein the user's computer system was not participating in a telephony session with the contact center before activation of the contact center link;
- wherein the processor is operably connected to the network interface to receive the request therefrom and to provide the data thereto.
2 more elements
Dependencies are inferred from the claim text.