Electrical computers and digital processing systems: multicomput – Computer network managing
Reexamination Certificate
2005-04-26
2005-04-26
Wiley, David (Department: 2143)
Electrical computers and digital processing systems: multicomput
Computer network managing
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.
Brewer Thomas G.
Yount Nelson H.
NCR Corporation
Nguyen Phuoc H.
Wiley David
LandOfFree
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.
Profile ID: LFUS-PAI-O-3375356