Method and system for linking customer conversation channels
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United States of America Patent
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N/A
Issued Date -
Oct 2, 2008
app pub date -
Mar 30, 2007
filing date -
Mar 30, 2007
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A method for managing communications between a customer and a contact center is provided. The communication may include voice data, interactive response data and web interaction data. Upon the receipt of an interaction identifier, related conversation data is located. Following the location of the related conversation data, the conversation data is organized sequentially. The organized conversation data may then be analyzed and distress data, behavioral assessment data and event data may be determined, either for each individual interaction segment or the entire combined experience. Following the analysis, the organized conversation data may then transfer the organized conversation data to a portal for display to a user. Further, the associated statistics can be viewed in reporting within the portal or systematically extracted from the system for further analysis.
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