Interaction management system and methods of use
A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.
1. A communication transaction management system for a contact center, comprising:
a processor; and
a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to:
receive an interaction to be routed to a contact center resource, the interaction being associated with an end user;
estimate a wait time for the interaction to be routed;
compare the estimated wait time to a threshold value;
in response to determining that the estimated wait time is greater than the threshold value:
provide an interactive presentation to the end user while the interaction is waiting to be routed;
monitor in real time, behavior of the end user in response to the interactive presentation while the interaction is waiting to be routed;
determine that the behavior is associated with a positive outcome for the contact center;
increase priority of the interaction based on the determining that the behavior is associated with the positive outcome, wherein the instructions that cause the processor to increase the priority include instructions that cause the processor to advance a position of the interaction in the wait queue; and
route the interaction to the contact center resource based on the advanced position in the wait queue;
wherein the interactive presentation is a web page, and the behavior of the end user involves the end user's interaction with the web page; and
wherein:
the behavior associated with the positive outcome for the contact center comprises the end user configuring a version of a product or service offered for sale on the web page; and
the positive outcome for the contact center comprises a sale of the version of the product or service offered for sale on the web page.
2. The system of claim 1 , wherein the instructions further cause the processor to determine if the end user initiated the interaction using a multi-modal device having web-browsing ability.
3. The system of claim 1 , wherein the interaction is initiated from a web page hosted by an enterprise of the contact center resource.
4. The system of claim 3 , wherein initiation of the interaction from the web page initiates linking to the interactive presentation.
5. The system of claim 2 , wherein the instructions further cause the processor to query the end user associated with the interaction to determine whether the end user has web access, and if web access is available, directing the end user to the interactive presentation.
6. The system of claim 1 , wherein the interactive presentation is a survey comprising a mechanism for the end user to respond to questions.
7. The system of claim 1 , wherein the interactive presentation comprises interactive ability for the end user to order a product or service.
8. The system of claim 7 , wherein during an ordering process of the product or service, connection to the contact center resource is delayed until the ordering process is completed, and wherein accomplishing the order for the product or service advances the interaction for connection to the contact center resource.
9. The system of claim 1 , wherein the instructions further cause the processor to select the interactive presentation based on a characteristic of the end user.
10. A method associated with a contact center, comprising:
receiving, by a processor, an interaction to be routed to a contact center resource, the interaction being associated with an end user;
estimating, by the processor, a wait time for the interaction to be routed;
comparing, by the processor, the estimated wait time to a threshold value;
in response to determining that the estimated wait time is greater than the threshold value:
providing, by the processor, an interactive presentation to the end use while the interaction is waiting to be routed;
monitoring in real time, by the processor, behavior of the end user in response to the interactive presentation while the interaction is waiting to be routed;
determining, by the processor, that the behavior comprises positive behavior that is associated with a positive outcome for the contact center;
increasing, by the processor, priority of the interaction based on the determining that the behavior is associated with the positive outcome, wherein the increased priority advances a position of the interaction in the wait queue; and
routing, by a switch coupled to the processor, the interaction to the contact center resource based on the advanced position in the wait queue;
wherein the interactive presentation comprises a web page, and the behavior of the end user involves the end user's interaction with the web page; and
wherein:
the positive behavior comprises the end user configuring a version of a product or service offered for sale on the web page; and
the positive outcome for the contact center comprises a sale of the version of the product or service offered for sale on the web page.
11. The method of claim 10 , further comprising determining, by the processor, if the end user associated with the interaction has initiated the interaction using a multi-modal device having web-browsing ability.
12. The method of claim 10 , wherein the interaction is initiated from a web page hosted by an enterprise of the first and second contact center resources.
13. The method of claim 12 , wherein the initiation of the interaction from the web page initiates linking to the interactive presentation.
14. The method of claim 11 , further comprising querying, by the processor, the end user associated with the interaction to determine if the end user has web access, and if web access is available, directing the end user to the interactive presentation.
15. The method of claim 10 , wherein the interactive presentation is a survey comprising a mechanism for the end user to respond to questions.
16. The method of claim 10 , wherein the interactive presentation comprises interactive ability for the end user to order a product or service.
17. The method of claim 16 , wherein during an ordering process of the product or service, connection to the contact center resource is delayed until the ordering process is completed, and wherein accomplishing the order for the product or service advances the interaction for connection to the contact center resource.
18. The method of claim 10 , further comprising selecting, by the processor, the interactive presentation based on a characteristic of the end user.