Multi-channel engagement platform converter
AssigneeMovius Interactive Corporation
InventorsSandeep Kakumanu, Paul Rubenstein, George Backhaus, Amit Modi, Jon Plotky
Life of this patent
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Abstract
Conversion of communications from a first device over a firsts communication channel to a second communication channel that is utilized by a second communication device such that an enterprise employee can interface with and communication with a customer using the customer's preferred channel or application for communication.
Claims20
A system to enable cross-platform integration comprising:
- a first server including a processing unit and memory and providing a multi-channel communications platform;
- a second server including a processing unit and memory and providing a gateway that interfaces a first communication element using a first communication channel to the multi-channel communications platform on the first server;
- a plurality of application program interfaces (APIs), each of the APIs configured to communicatively interface the multi-channel communications platform to a particular communication channel;
- the gateway, comprising software instructions stored on the server that when executed by the second server are configured to perform operations of:
- receiving a communication from the first communication element over the first communication channel, the communication including a destination address of a second communication element;
- using the destination address of the second communication element and an identity of the first communication element and the first communication channel as search elements, access a data source to identify the second communication channel utilized by the second communication element;
- and
- forward the communication from the first communication element to the multi-channel communications platform along with the identification of the second communication channel and the destination address of the second communications element;
- the multi-channel communication platform, comprising software instructions stored on the server that when executed by the server are configured to operate by:
- receiving the forwarded communication from the gateway;
- selecting an API from the plurality of APIs that is compatible with the second communication channel;
- and
- sending the forwarded communication through the selected API to the second communication channel of the second communication element.
A method to enable cross-platform integration between a first communication element utilizing a first communication channel and a second communication element utilizing a second communication channel, the method comprising actions of:
- a gateway receiving a communication from the first communication element over the first communication channel, the communication including a destination address of the second communication element;
- the gateway identifying the second communication channel utilized by the second communication element based at least in part on the destination address of the second communication element;
- and
- the gateway forwarding the communication from the first communication element to a multi-channel communications platform along with the identification of the second communication channel and the destination address of the second communication element;
- the multi-channel communication platform, receiving the forwarded communication from the gateway;
- the multi-channel communications platform selecting an API from a plurality of APIs that is compatible with the second communication channel;
- and
- the multi-channel communications platform sending the communication through the selected API to the second communication channel of the second communication element.
Dependencies are inferred from the claim text.