Multiple Patents Behind a Unique Visual IVR Product
The unique ability to provide continuity of information to the customer service agent, allowing them to provide assistance “in context”
- Determination that agent-assisted service session is needed
- One or more temporary agent access numbers generated
- Session produces user session data
- Communication channel established between user and agent
View Patent 9,008,288: System and method for supporting self service and associated agent-assisted service call routing
- System determines that customer needs to connect to an Agent
- System connects to CTI and passes in unique interaction ID
- CTI System routes to available agent and passes interaction ID
- System retrieves interaction history from Server using interaction ID
- Display Full interaction history on Agent Desktop as call comes in
View Patent 8,995,646: System and method for identifying a caller via a call connection, and matching the caller to a user session involving the caller