Method and apparatus for using a search engine advantageously within a contact center system
AssigneeNewVoiceMedia, Ltd.
InventorRichard B. Pickering
Life of this patent
Estimating the term…
Abstract
Apparatus for operating a multimedia contact center, comprising a multimedia contact center system for handling communications sessions between an organization and its customers and obtaining media-specific information relating to the communications session, and a search engine for performing a search in relation to the obtained media-specific information, wherein the multimedia contact center system is configured to use the results from the search in handling the communications session, wherein the results may include heterogeneous material not primarily intended for session handling purposes.
Claims19
A method of operating a multimedia contact center, the method comprising the steps of:
- (a) initiating or receiving a communications session in one of a plurality of communications media;
- (b) obtaining media-specific information relating to the communications session;
- (c) performing a search with a search engine in relation to the obtained media-specific information;
- and
- (d) using results from the search in handling the communications session, wherein said results may include heterogeneous material not primarily intended for communications session handling purposes.
Apparatus for operating a multimedia contact center, comprising:
- a multimedia contact center system for handling communications sessions between an organization and its customers and obtaining media-specific information relating to the communications session;
- and
- a search engine for performing a search in relation to the obtained media-specific information;
- wherein the multimedia contact center system is configured to use the results from the search in handling the communications session, wherein the results may include heterogeneous material not primarily intended for session handling purposes.
A method of operating a multimedia contact center, the method comprising the steps of:
- (a) initiating a communications session targeted at a specific consumer;
- (b) providing information relating to the communications session;
- (c) performing a search with a search engine in relation to the provided information;
- and
- (d) using results from the search in handling the session, wherein the results may include heterogeneous material not primarily intended for call handling purposes.
Dependencies are inferred from the claim text.