Invention Grant
- Patent Title: Systems and methods to redirect incoming contacts
- Patent Title (中): 重定向传入联系人的系统和方法
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Application No.: US13863040Application Date: 2013-04-15
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Publication No.: US08831184B2Publication Date: 2014-09-09
- Inventor: James Fan , Jennifer K. Lam , Deva-Datta Sharma , Eric Towell
- Applicant: AT&T Intellectual Property, I, L.P.
- Applicant Address: US GA Atlanta
- Assignee: AT&T Intellectual Property I, L.P.
- Current Assignee: AT&T Intellectual Property I, L.P.
- Current Assignee Address: US GA Atlanta
- Agency: Hartman & Citrin LLC
- Main IPC: H04M3/00
- IPC: H04M3/00 ; G06Q10/10 ; H04M3/51 ; H04M3/58 ; H04M3/523
Abstract:
Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.
Public/Granted literature
- US20130230155A1 Systems and Methods to Redirect Incoming Contacts Public/Granted day:2013-09-05
Information query
