System and method for out-of-band communication with contact centers
US-2015381808-A1 · Dec 31, 2015 · US
System and method for web-based real time communication with contact centers
US9112975B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9112975-B2 |
| Application number | US-201213669384-A |
| Country | US |
| Kind code | B2 |
| Filing date | Nov 5, 2012 |
| Priority date | Nov 5, 2012 |
| Publication date | Aug 18, 2015 |
| Grant date | Aug 18, 2015 |
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Abstract
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A method for connecting a website user to a contact center agent includes: monitoring user interaction associated with the website user; receiving a call request via the website; identifying an agent or an interactive voice response based on the monitored user interaction; and establishing a communication channel supported by a web browser between the website user and the identified agent or the interactive voice response.
First claim
Opening claim text (preview).
What is claimed is: 1. A method for connecting a website user to a contact center agent, the method comprising: monitoring, by a processor remote from the website user, an interaction of the website user with a website; receiving, by the processor, a call request from the website user via the website; identifying, by the processor, an agent or an interactive voice response based on the monitored user interaction; and establishing, by the processor, a WebRTC communication cha…
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- H04M3/5191Primary
Electricity · mapped topic
Electricity · mapped topic
Electricity · mapped topic
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Frequently asked questions
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- What does patent US9112975B2 cover?
- A method for connecting a website user to a contact center agent includes: monitoring user interaction associated with the website user; receiving a call request via the website; identifying an agent or an interactive voice response based on the monitored user interaction; and establishing a communication channel supported by a web browser between the website user and the identified agent or th…
- Who is the assignee on this patent?
- Genesys Telecomm Lab Inc
- What technology area does this patent fall under?
- Primary CPC classification H04M3/5191. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Aug 18 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).