EP 2929502 A1 20151014 - CROSS-CHANNEL CONVERSATIONS WITH CONTEXT AWARE TRANSITION BETWEEN CHANNELS
Title (en)
CROSS-CHANNEL CONVERSATIONS WITH CONTEXT AWARE TRANSITION BETWEEN CHANNELS
Title (de)
KANALÜBERGREIFENDE GESPRÄCHE MIT KONTEXTBEWUSSTEM ÜBERGANG ZWISCHEN KANÄLEN
Title (fr)
CONVERSATIONS INTER-CANAUX AVEC TRANSITION SENSIBLE AU CONTEXTE ENTRE CANAUX
Publication
Application
Priority
- US 201213708921 A 20121207
- US 201213708915 A 20121207
- US 2013073748 W 20131206
Abstract (en)
[origin: WO2014089539A1] A method for engaging in cross-channel communication between an agent and a user of a contact center, the method including: engaging the user in a first communication session via a first communication channel; providing the user a link to a second communication channel; receiving actuation of the link; retrieving data associated with the first communication session in response to actuation of the link; and engaging the user in a second communication session via the second communication channel, wherein the second communication session is associated with the retrieved data associated with the first communication session.
IPC 8 full level
G06Q 30/00 (2012.01); G06Q 50/00 (2012.01)
CPC (source: EP)
G06Q 30/016 (2013.01); G06Q 50/01 (2013.01)
Designated contracting state (EPC)
AL AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HR HU IE IS IT LI LT LU LV MC MK MT NL NO PL PT RO RS SE SI SK SM TR
Designated extension state (EPC)
BA ME
DOCDB simple family (publication)
WO 2014089539 A1 20140612; EP 2929502 A1 20151014; EP 2929502 A4 20160601
DOCDB simple family (application)
US 2013073748 W 20131206; EP 13860520 A 20131206