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Enhanced digital messaging

A digital domain, customer technology, applied in the transmission system, the configuration of the telephone service combined with the data service, the interconnection device, etc., can solve the problem of customer waiting, etc.

Pending Publication Date: 2022-04-12
阿瓦亚管理有限合伙公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Both solutions require customers to wait for a period of time for their problem or problem to be resolved

Method used

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  • Enhanced digital messaging
  • Enhanced digital messaging
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Examples

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Embodiment Construction

[0039] In the following description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of various embodiments disclosed herein. It will be apparent, however, to one skilled in the art that various embodiments of the present disclosure may be practiced without some of these specific details. The ensuing description provides exemplary embodiments only, and is not intended to limit the scope or applicability of the disclosure. Furthermore, the foregoing description omits many well-known structures and devices in order to avoid unnecessarily obscuring the present disclosure. This omission should not be construed as limiting the scope of the claims. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing the exemplary embodiments. However, it should be understood that the present disclosure may be practiced in various ways beyond...

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PUM

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Abstract

The invention relates to enhanced digital messaging. The embodiment of the invention provides a method for operating a contact center. In some embodiments, the method includes receiving a call from a customer communication device, transitioning the call from a voice domain to a digital domain, and enabling a contact center to interact with the customer communication device in at least the digital domain after the call has transitioned from the voice domain to the digital domain.

Description

technical field [0001] Embodiments of the present disclosure relate generally to communication methods, and in particular to communication methods performed in a contact center. Background technique [0002] Contact centers may often be limited in the number of contacts or service requests they are able to handle. Particularly when using voice channels, contact centers are typically limited in the number of voice-based contacts that can be serviced based on the number of human agents currently on duty and available. If a contact center experiences a high and unexpected volume of voice calls, customers will likely experience long wait times. This leads to dissatisfied customers and possible loss of revenue, among other things. Contents of the invention [0003] Traditional contact center solutions to the aforementioned shortcomings include scheduling call-backs to customers, allowing the customer to hang up and wait for a call when an agent becomes available. Other solut...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50H04L51/56H04L51/02
CPCH04M3/5166H04M3/5191H04M3/5141H04M7/0045H04M7/0027H04M3/50H04M3/493
Inventor D·查维斯J·O·阿尔瓦拉多
Owner 阿瓦亚管理有限合伙公司