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.: US12551423Application Date: 2009-08-31
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Publication No.: US08422644B2Publication Date: 2013-04-16
- Inventor: James Fan , Jennifer K. Lam , Deva-Datta Sharma , Eric Towell
- Applicant: James Fan , Jennifer K. Lam , Deva-Datta Sharma , Eric Towell
- 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: Hope Baldauff Hartman, LLC
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04Q3/64 ; G06F17/00
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
- US20110051918A1 Systems and Methods to Redirect Incoming Contacts Public/Granted day:2011-03-03
Information query
