Channel director for cross-channel customer interactions

Electrical computers and digital processing systems: multicomput – Computer network managing

Reexamination Certificate

Rate now

  [ 0.00 ] – not rated yet Voters 0   Comments 0

Details

C709S217000, C709S229000, C379S265080

Reexamination Certificate

active

06886037

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.

REFERENCES:
patent: 5335352 (1994-08-01), Yanai et al.
patent: 5608446 (1997-03-01), Carr et al.
patent: 5710887 (1998-01-01), Chelliah et al.
patent: 5717923 (1998-02-01), Dedrick
patent: 5724522 (1998-03-01), Kagami et al.
patent: 5742789 (1998-04-01), Ofer et al.
patent: 5771355 (1998-06-01), Kuzma
patent: 5815665 (1998-09-01), Teper et al.
patent: 5828666 (1998-10-01), Focsaneanu et al.
patent: 5845070 (1998-12-01), Ikudome
patent: 5848396 (1998-12-01), Gerace
patent: 5850446 (1998-12-01), Berger et al.
patent: 5855018 (1998-12-01), Chor et al.
patent: 5862339 (1999-01-01), Bonnaure et al.
patent: 5961601 (1999-10-01), Iyengar
patent: 6035332 (2000-03-01), Ingrassia et al.
patent: 6131810 (2000-10-01), Weiss et al.
patent: 6170017 (2001-01-01), Dias et al.
patent: 6223215 (2001-04-01), Hunt et al.
patent: 6230197 (2001-05-01), Beck et al.
patent: 6334110 (2001-12-01), Walter et al.
patent: 6349290 (2002-02-01), Horowitz et al.
patent: 6377944 (2002-04-01), Busey et al.
patent: 6381640 (2002-04-01), Beck et al.
patent: 6473740 (2002-10-01), Cockrill et al.
patent: 6556997 (2003-04-01), Levy
patent: 6584191 (2003-06-01), McPartlan et al.
patent: 6665395 (2003-12-01), Busey et al.

LandOfFree

Say what you really think

Search LandOfFree.com for the USA inventors and patents. Rate them and share your experience with other people.

Rating

Channel director for cross-channel customer interactions does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Channel director for cross-channel customer interactions, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Channel director for cross-channel customer interactions will most certainly appreciate the feedback.

Rate now

     

Profile ID: LFUS-PAI-O-3375356

  Search
All data on this website is collected from public sources. Our data reflects the most accurate information available at the time of publication.