System and method for processing private messages in a contact center
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorAlex Khodorenko
Life of this patent
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Abstract
A system for exchanging private messages with a contact center over a network includes: a media server including a plurality of media drivers configured to interface with a plurality of social media networks, the media server being configured to maintain a session corresponding to a conversation comprising at least one message, the conversation being conducted on one of the plurality of social media networks; and a chat server configured to: maintain a chat session corresponding to the session; transmit and receive the at least one message of the conversation; and store the at least one message of the conversation in association with the chat session.
Claims8
A system for exchanging private messages with a contact center over a network, the system comprising:
- a media server comprising a plurality of media drivers configured to interface with a plurality of social media networks, the media server being configured to maintain a session corresponding to a conversation comprising at least one message, the conversation being conducted on one of the plurality of social media networks;
- and
- a chat server configured to:
- maintain a chat session corresponding to the session;
- transmit and receive the at least one message of the conversation;
- and
- store the at least one message of the conversation in association with the chat session.
Dependencies are inferred from the claim text.