Invention Grant
US09565311B2 Method and apparatus for using a search engine advantageously within a contact center system
有权
用于在联络中心系统内有利地使用搜索引擎的方法和装置
- Patent Title: Method and apparatus for using a search engine advantageously within a contact center system
- Patent Title (中): 用于在联络中心系统内有利地使用搜索引擎的方法和装置
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Application No.: US14810489Application Date: 2015-07-28
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Publication No.: US09565311B2Publication Date: 2017-02-07
- Inventor: Richard B Pickering
- Applicant: NewVoiceMedia, Ltd.
- Applicant Address: GB Basingview
- Assignee: NEWVOICEMEDIA LIMITED
- Current Assignee: NEWVOICEMEDIA LIMITED
- Current Assignee Address: GB Basingview
- Agency: Galvin Patent Law LLC
- Agent Brian R. Galvin
- Main IPC: H04M3/51
- IPC: H04M3/51 ; G06Q30/00 ; H04M3/487 ; G06Q30/02 ; G06F17/30 ; G06Q10/10 ; H04M3/42
Abstract:
Apparatus for operating a multimedia contact center, comprising a multimedia contact center system for handling communications sessions between an organization and its customers and obtaining media-specific information relating to the communications session, and a search engine for performing a search in relation to the obtained media-specific information, wherein the multimedia contact center system is configured to use the results from the search in handling the communications session, wherein the results may include heterogeneous material not primarily intended for session handling purposes.
Public/Granted literature
- US20150334237A1 METHOD AND APPARATUS FOR USING A SEARCH ENGINE ADVANTAGEOUSLY WITHIN A CONTACT CENTER SYSTEM Public/Granted day:2015-11-19
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