Systems and methods for communicating with a contact center
AssigneeGood Egg Media LLC
InventorJay I. Malin
Life of this patent
Estimating the term…
Abstract
System and methods for communicating with a contact center are disclosed. A method includes: receiving a first message from a user equipment (UE), wherein the first message is received via a first communications protocol; transmitting a second message to a computing device of a contact center, wherein the second message is transmitted via a second communications protocol and optionally includes location information for the UE; and receiving a reply message from the computing device of the contact center.
Claims27
A method for communicating with a contact center, comprising:
- receiving a first message from a user equipment (UE), wherein the first message is received via a first communications protocol;
- transmitting a second message to a computing device of a contact center, wherein the second message is transmitted via a second communications protocol;
- and
- receiving a reply message from the computing device of the contact center.
A computing device at a contact center, comprising:
- one or more memories storing a non-voice communication application;
- one or more processors configured to execute the non-voice communication application;
- and
- a display device configured to display a chat window associated with the non-voice communication application,
- wherein the computing device is configured to:
- receive a first message from a server computing device, wherein the first message is received via a first communications protocol, and wherein the server computing device previously received an initial message from a UE (user equipment) corresponding to the first message via a second communications protocol,
- display an alert in the chat window on the display device associated with the first message, and
- transmit a second message to the server computing device via the first communications protocol.
A user equipment (UE), comprising:
- a wireless communications module configured to transmit a first message to a server computing device, wherein the first message is associated with a first communications protocol, and wherein the server computing device is configured to generate and transmit a second message to a contact center, the second message corresponding to the first message and transmitted via a second communications protocol;
- a display configured to display a reply message received from the contact center;
- and
- a user input interface configured to receive user input of a text-based response to the reply message from the contact center.
Dependencies are inferred from the claim text.