Channel director for cross-channel customer interactions
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Apr 26, 2005
Grant Date -
N/A
app pub date -
Mar 31, 2000
filing date -
Mar 31, 2000
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
Methods and an apparatus are provided for directing and managing cross-channel interactions with a customer. A customer makes multiple contacts with a business over first and second channels. These contacts are electronically represented as first and second interactions which are recorded in a single dialogue. The dialogue is evaluated so as to modify at least one of the interactions or channels. Further, a business service provider is connected to an interaction based upon the subject matter of the interaction and the channel over which the interaction is occurring. A service provider's actions with a customer are validated based upon such things as business policy, customer profile, customer privacy, channels, the skill set of the service provider, and the subject matter of the interactions. A service provider may also extract from a customer profile database a customer with whom an interaction is established.
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