System and method for interacting with customer contact center over a mobile device

Patent metadata

Field	Value
Publication number	US-10122858-B2
Application number	US-201715483981-A
Country	US
Kind code	B2
Filing date	Apr 10, 2017
Priority date	Dec 12, 2012
Publication date	Nov 6, 2018
Grant date	Nov 6, 2018

Abstract

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

First claim

The invention claimed is:

1. A method for processing interaction requests from a customer, the method comprising:
receiving by a computer system over a data channel from an end user device accessible to the customer, a request for interaction, the request including data from an application running on the end user device;
generating a first session identifier for a first session in response to the request for the interaction;
storing the data by the computer system;
storing the first session identifier in association with the data;
receiving a voice call from a telephony device accessible to the customer;
matching the voice call to the stored data based on information associated with the voice call;
retrieving the stored data based on the match;
generating a second session identifier for a second session associated with the voice call;
merging the first and second sessions into a single session;
identifying a contact center resource based on the retrieved data; and
routing the voice call to the identified contact center resource, wherein routing of the voice call establishes a voice media session between the telephony device and the contact center resource.

2. A method for processing interaction requests from a customer, the method comprising:
receiving by a computer system over a data channel from an end user device accessible to the customer, a request for interaction, the request including data from an application running on the end user device;
reserving the access number from a pool of access numbers in response to the request for the interaction, wherein the reserving is for preventing the access number from being transmitted to another end user device:
storing the data by the computer system;
receiving a voice call from a telephony device accessible to the customer;
matching the voice call to the stored data based on information associated with the voice call, wherein the information includes the reserved access number;
retrieving the stored data based on the match;
identifying a contact center resource based on the retrieved data; and
routing the voice call to the identified contact center resource, wherein routing of the voice call establishes a voice media session between the telephony device and the contact center resource.

3. The method of claim 2 , wherein the access number is reserved for a particular period of time, wherein after expiration of the time, the access number is returned to the pool.

4. The method of claim 1 , wherein the information associated with the voice call for matching the voice call to the stored data includes a calling number of the telephony device.

5. A method for processing interaction requests from a customer, the method comprising:
receiving by a computer system over a data channel from an end user device accessible to the customer, data from an application running on the end user device;
storing the data by the computer system;
generating an access code by the computer system;
transmitting the access code to the end user device over the data channel;
receiving a voice call from a telephony device accessible to the customer;
receiving the access code from the telephony device over the voice channel;
matching the voice call to the stored data based on information associated with the voice call, wherein the information includes the access code provided over the voice channel;
retrieving the stored data based on the match;
identifying a contact center resource based on the retrieved data; and
routing the voice call to the identified contact center resource, wherein routing of the voice call establishes a voice media session between the telephony device and the contact center resource.

6. The method of claim 5 , wherein the access code is associated with an audio tone.

7. The method of claim 5 , wherein the access code is randomly generated.

8. The method of claim 5 , wherein the access code includes an access number called by the telephony device.

9. The method of claim 1 , wherein the data is configured to provide context for the voice call.

10. The method of claim 1 , wherein the data includes information on a type of interaction requested by the application.

11. The method of claim 1 , wherein the merging of the first and second sessions into the single session includes replacing the second session identifier with the first session identifier, or replacing the first session identifier with the second session identifier, in response to identifying the data based on the information associated with the voice call.

12. The method of claim 1 , wherein the end user device is the telephony device.

13. The method of claim 1 , wherein the end user device is a non-telephony device.

14. A system for processing interaction requests from a customer, the system comprising:
a processor; and
a memory including instructions which, when executed by the processor, cause the processor to:
receive over a data channel from an end user device accessible to the customer, a request for interaction, the request including data from an application running on the end user device;
generate a first session identifier for a first session in response to the request for the interaction;
store the received data;
store the first session identifier in association with the data;
detect a voice call from a telephony device accessible to the customer;
match the voice call to the stored data based on information associated with the voice call;
retrieve the stored data based on the match;
generate a second session identifier for a second session associated with the voice call;
merge the first and second sessions into a single session;
identify a contact center resource based on the retrieved data; and
route the voice call to the identified contact center resource, wherein routing of the voice call is configured to establish a voice media session between the telephony device and the contact center resource.

15. A system for processing interaction requests from a customer, the system comprising:
a processor; and
a memory including instructions which, when executed by the processor, cause the processor to:
receive over a data channel from an end user device accessible to the customer, data from an application running on the end user device;
store the received data;
detect a voice call from a telephony device accessible to the customer;
match the voice call to the stored data based on information associated with the voice call, wherein the information includes an access number called by the telephony device for establishing the voice media session;
retrieve the stored data based on the match;
reserve the access number from a pool of access numbers in response to the request for the interaction, wherein the reserving is for preventing the access number from being transmitted to another end user device;
identify a contact center resource based on the retrieved data; and
route the voice call to the identified contact center resource, wherein routing of the voice call is configured to establish a voice media session between the telephony device and the contact center resource.

16. The system of claim 15 , wherein the access number is reserved for a particular period of time, wherein after expiration of the time, the access number is returned to the pool.

17. The method of claim 1 , wherein the data includes data for authenticating the customer.

18. The method of claim 9 , wherein the context is based on user interactions with the application running on the end user device.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Baranovsky Vladislav
• Mezhibovsky Vladimir
• Brazhnyk Anton
• Duclos Gregory Jacob
• Anderson David H
• Garcia Ernesto Garcia
• James William Edward
• Hemelrijk Sonja Hoffman
• Suravarapu Bhanu Prasad
• Taillant Jean-Marc

Classifications

• H04W4/20

  Services signaling; Auxiliary data signalling, i.e. transmitting data via a non-traffic channel · CPC title

• H04M3/5231 Primary

  with call back arrangements · CPC title

• H04L61/2061

  Electricity · mapped topic

• H04M3/42059

  Making use of the calling party identifier · CPC title

• H04M3/5183 Primary

  Call or contact centers with computer-telephony arrangements · CPC title