System and method for call and data matching in a contact center

Patent metadata

Field	Value
Publication number	US-9160855-B2
Application number	US-201414328685-A
Country	US
Kind code	B2
Filing date	Jul 10, 2014
Priority date	Dec 12, 2012
Publication date	Oct 13, 2015
Grant date	Oct 13, 2015

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 an interaction, the request including context data surrounding the request for the interaction;
storing the context data by the computer system;
receiving a voice call from a telephony device accessible to the customer;
establishing, by the computer system, a voice media session with the telephony device over a voice channel in response to the voice call;
identifying, by the computer system, the context data based on information associated with the voice call;
identifying, by the computer system, a contact center resource for routing the voice call; and
attaching, by the computer system, the context data to a request to route the call to the identified contact center resource.

2. The method of claim 1 , wherein the information associated with the voice call for identifying the data includes an access number called by the telephony device for establishing the voice media session.

3. The method of claim 2 further comprising:
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.

4. The method of claim 3 , 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.

5. The method of claim 1 , wherein the information associated with the voice call for identifying the context data includes a calling number of the telephony device.

6. The method of claim 1 , wherein the information associated with the voice call for identifying the context data includes an access code provided over the voice channel.

7. The method of claim 6 further comprising:
generating the access code by the computer system;
transmitting the access code to the end user device over the data channel; and
receiving the access code from the telephony device over the voice channel, wherein the context data is retrieved in response to receipt of the access code via the voice channel.

8. The method of claim 7 , wherein the access code is associated with an audio tone.

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

10. The method of claim 7 , wherein the access code includes an access number called by the telephony device.

11. The method of claim 1 , wherein the context data includes information on a type of interaction requested.

12. The method of claim 1 , wherein the context data includes information for identifying the contact center resource for routing the voice call.

13. The method of claim 1 further comprising:
generating a first session identifier in response to the request for the interaction;
storing the first session identifier in association with the context data;
generating a second session identifier for the voice media session; and
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 context data based on the information associated with the voice call.

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

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

16. 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 an interaction, the request including context data surrounding the request for the interaction;
store the received context data;
identify the stored context data in response to a voice media session established over a voice channel with a telephony device accessible to the customer, the voice media session being established in response to receipt of a voice call from the telephony device; and
provide the identified context data for attaching to a request to route the voice call to an identified contact center resource.

17. The system of claim 16 , wherein the information associated with the voice call for identifying the context data includes an access number called by the telephony device for establishing the voice media session.

18. The system of claim 17 , wherein the instructions further cause the processor to:
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.

19. The system of claim 18 , 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.

20. The system of claim 16 , wherein the context data is based on user interactions with an application running on the end user device.

21. The system of claim 20 , wherein the request for the interaction is transmitted by the application in response to a particular one of the user interactions.

22. The system of claim 21 , wherein the particular one of the user interactions is actuation of a command to initiate the interaction.

23. The system of claim 20 , wherein the application provides a plurality of options for viewing products or services provided by a business enterprise.

24. The system of claim 16 , wherein the end user device is a mobile device configured to telephony communication.

25. The system of claim 16 , wherein the voice call is over a public telephony network or the Internet.

Assignees

• Genesys Telecomm Lab Inc

Inventors

• Baranovsky Vladislav
• Mezhibovsky Vladimir
• Brazhnyk Anton
• Duclos Gregory Jacob
• Anderson David H
• Garcia Ernesto Garcia
• James William Edward
• Hemelrijk Sonja Hoffman

Classifications

• H04W4/16

  Communication-related supplementary services, e.g. call-transfer or call-hold · CPC title

• H04M3/5232

  Call distribution algorithms · CPC title

• G06Q30/016

  After-sales · CPC title

• H04W4/02

  Services making use of location information · CPC title

• H04M3/5183 Primary

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