IM to phone escalation for customer support
作者： Brian Hillis , Roderick Averill , Renato Simoes
DOI:
关键词:
摘要: System and method to change a mode of communication used by an agent at contact center for customer service, the including: receiving, from customer, via first communication; establishing link, using communication, between agent; communicating use receiving instruction, instant message, second service; interpreting, center, instruction agent.
lens.org 参考文章(10)
Wesley F. Spiegel, System And Method For Communication Account Management ,(2009)
Michael S. Wengrovitz, Mark A. Kelley, Real-Time Collaboration Center ,(2007)
Matthew Darby, Voice conference control from an instant messaging session using an automated agent ,(2006)
Gregory Peacock, System and method for communications in a multi-platform environment ,(2005)
David S. Bill, Enabling an IM user to navigate a virtual world ,(2007)
Pnina Vortman, Yardena Peres, Iris Steinwarts, Callback imitation as incoming calls ,(1999)
Dean C. Chang, Michael P. Ruf, Evan F. Wies, Chat interface with haptic feedback functionality ,(2001)
Andrew Charles Zmolek, Presence tracking and name space interconnection techniques ,(2003)
Zon-Yin Shae, Gopal Sarma Pingali, David D. Weck, Method, apparatus and computer program product implementing a chat application proxy and a chat application wrapper in a chat system ,(2007)
Andrew Littlefield, System and method for integration of instant messaging and virtual environment clients ,(2005)