CUSTOMER CONTROLLED INTERACTION MANAGEMENT
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United States of America Patent
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app pub date -
Feb 15, 2018
filing date -
Aug 27, 2014
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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.
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