System and method of running an agent guide script-flow in an employee desktop web client

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United States of America Patent

PATENT NO 11907878
APP PUB NO 20210174286A1
SERIAL NO

17180417

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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In the field of government engagement management, an agent guide or script-flow in an employee desktop web client is implemented. In such a system and method, when agents create interactions with clients they can follow a script-flow which will guide the agent through the interaction through a series of menu selections and automated sets of instructions. This feature of the government engagement management system allows existing customer investment from the rich desktop client or non-web client in developing specific scripts, that can also now function in the web client atmosphere. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.

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Patent Owner(s)

Patent OwnerAddress
VERINT SYSTEMS UK LIMITED241 BROOKLANDS ROAD WEYBRIDGE SURREY KT13 0RH

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Campbell, Raymond Belfast, IE 16 23

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