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US 2022/0103684 A1Published application
Highly scalable contact center with automated transition from voice interaction
AssigneeAvaya Management L.P.
InventorsDavid Chavez, Joaquin Omar Alvarado
Life of this patent
Estimating the term…
Abstract
Embodiments of the disclosure provide a method of operating a contact center. In some embodiments, the method includes receiving a call from a customer communication device, transitioning the call from a voice domain into a digital domain, and enabling the contact center to interact with the customer communication device in at least the digital domain after the call has been transitioned from the voice domain into the digital domain.
Claims20
A method of operating a contact center, the method comprising:
- receiving, at the contact center, a call from a customer communication device;
- transitioning the call from a voice domain into a digital domain;
- and
- enabling the contact center to interact with the customer communication device in at least the digital domain after the call has been transitioned from the voice domain into the digital domain.
1 more element
A communication system, comprising:
- a processor;
- and
- computer memory storing data thereon that enables the processor to:
- receive, in a contact center, a call from a customer communication device;
- establish a voice channel between the contact center and the customer communication device;
- establish a non-voice channel between the contact center and the customer communication device;
- and
- transition a contact from the voice channel to the non-voice channel thereby enabling the contact center to service a contact for a customer using the customer communication device via the non-voice channel.
5 more elements
A contact center, comprising:
- a server comprising a processor and instructions stored in memory that are executable by the processor and that enable the processor to:
- establish a voice channel with a customer communication device;
- establish a non-voice channel with the customer communication device;
- and
- transition a contact from the voice channel to the non-voice channel thereby enabling a contact center to service a contact for a customer via the non-voice channel instead of the voice channel.
2 more elements
Dependencies are inferred from the claim text.