Customer controlled interaction management
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsHerbert W.A. Ristock, Merijn te Booij, Akbar Riahi, Vladimir Mezhibovsky, Kentis Gopalla
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Abstract
A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.
Claims20
A system for managing interactions of a customer contact center, the system comprising:
- a processor;
- and
- a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to:
- receive a request to reserve a contact center resource for handling an interaction;
- receive data about the interaction;
- identify a routing point for routing the interaction based on the received data, wherein the routing point is associated with routing logic controlled by a customer instead of the contact center;
- and
- route the interaction to the identified routing point for giving the customer control of the routing of the interaction.
A method for managing interactions of a customer contact center, the method comprising:
- receiving, by a processor, a request to reserve a contact center resource for handling an interaction;
- receiving, by the processor, data about the interaction;
- identifying, by the processor, a routing point for routing the interaction based on the received data, wherein the routing point is associated with routing logic controlled by a customer instead of the contact center;
- and
- routing the interaction to the identified routing point for giving the customer control of the routing of the interaction.
Dependencies are inferred from the claim text.