System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution
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United States of America Patent
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Apr 10, 2018
Issued Date -
N/A
app pub date -
Jul 30, 2014
filing date -
Dec 23, 2008
priority date (Note) -
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Abstract
A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.
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