Unified cross channel communications
A system for unified cross-channel communications comprising a plurality of network-connected user devices, a plurality of communication channels that receive and handle interactions from user devices, and a virtual communications interceptor that connects to the communications channels and intercepts or otherwise receives data from them according to various means and provides connections between the communication channels, and a method for intercepting and unifying communications between various channels.
1. A system for unified cross-channel communication, comprising:
a plurality of computing devices adapted to receive communications in a plurality of communications channels from a plurality of user devices; and
a virtual communication interceptor stored and operating on a network-connected computing device;
wherein a first user device of the plurality of user devices sends a first communication of a first type using a first communications channel of the plurality of communications channels to a first computing device of the plurality of computing devices;
wherein the first computing device is adapted to receive communications of the first type and receives the first communication from the first user device;
wherein the first computing device provides interaction information pertaining to the first communication to the virtual communication interceptor;
wherein the virtual communication interceptor stores at least some of the received interaction information;
wherein the virtual communication interceptor transmits at least some of the stored interaction information to a second computing device of the plurality of computing devices processing a second communication of a second type in a second communications channel of the plurality of communications channels;
wherein the interaction information further comprises at least one identifier associated to a user of the first user device;
wherein the virtual communication interceptor monitors the plurality of communication channels for changes in the interaction information associated to the user of the first user device;
wherein, when a change in the interaction information associated to the user of the first user device is found, at least a portion of the changed information is stored and transmitted to the second computing device.
2. The system of claim 1 , wherein the virtual communication interceptor requests additional interaction information pertaining to the first communication from the first communication channel.
3. The system of claim 2 , wherein the virtual communication interceptor stores the additional interaction information for future reference.
4. The system of claim 1 , wherein the at least one identifier is selected from the group consisting of the user's identity information, the user's contact information, and a topic of the first communication.