-
公开(公告)号：NZ771887A
公开(公告)日：2024-11-29
申请号：NZ77188718
申请日：2018-11-21
Applicant: GENESYS CLOUD SERVICES INC
IPC: H04M3/51 , H04L65/403 , H04M1/725 , H04M3/523
Abstract: A system and method are presented for omni-channel notification and selection. A first party selects a first channel from a plurality of channels based on an estimated wait time for interaction with another party in a contact center or enterprise setting. The plurality of channels may comprise any means of interaction, such as chat, phone call, SMS, video, etc. While waiting in queue for the preferred first channel, the first party is presented with estimated wait times, which are dynamically updated, for other channels. Based on the first party’s preferences and the presented estimated wait times for the other channels, the first party may elect to change interaction channels from the first channel to a second channel. The first party may then be moved to a different queue corresponding to the second interaction channel.
-
公开(公告)号：AU2018431199C1
公开(公告)日：2025-01-02
申请号：AU2018431199
申请日：2018-11-21
Applicant: GENESYS CLOUD SERVICES INC
Abstract: A system and method are presented for omni-channel notification and selection. A first party selects a first channel from a plurality of channels based on an estimated wait time for interaction with another party in a contact center or enterprise setting. The plurality of channels may comprise any means of interaction, such as chat, phone call, SMS, video, etc. While waiting in queue for the preferred first channel, the first party is presented with estimated wait times, which are dynamically updated, for other channels. Based on the first party's preferences and the presented estimated wait times for the other channels, the first party may elect to change interaction channels from the first channel to a second channel. The first party may then be moved to a different queue corresponding to the second interaction channel.
-
Search Results
2
records
(took 0.031 seconds)
