Multi-channel conference bridging
Processing customer communications may include receiving a communication from a customer device via a messaging application. One example method of operation may include receiving a conference initiation notification from one of a plurality of conference participant devices at a conference server, identifying a plurality of different communication mediums corresponding to the plurality of conference participant devices, selecting an initial communication medium to establish a conference with the plurality of conference participant devices, and transmitting a conference contact message to the plurality of conference participant devices to initiate a conference.
1. A method comprising:
receiving a conference initiation notification from one of a plurality of conference participant devices at a conference server;
identifying a plurality of different communication mediums corresponding to the plurality of conference participant devices;
selecting an initial communication medium to establish a conference with the plurality of conference participant devices;
transmitting a conference contact message to the plurality of conference participant devices to initiate a conference on the initial communication medium;
receiving, during the conference on the initial communication medium, a request from one of the plurality of conference participant devices to switch from the initial communication medium to another communication medium;
switching the one of the plurality of conference participant devices to the another communication medium;
automatically translating a communication, in the another communication medium, from the one of the plurality of conference participant devices to the initial communication medium for receipt by another device of the plurality of conference participant devices; and
automatically translating a communication, in the initial medium, from another device of the plurality of conference participant devices to the initial communication medium for receipt by the one of the plurality of conference participant devices.
2. The method of claim 1 , further comprising:
identifying a trigger event during the conference; and
transmitting a change of medium command to one or more of the plurality of conference participant devices.
3. The method of claim 2 , wherein the identifying a trigger event comprises:
identifying that one or more of the plurality of conference participant devices is incompatible with the initial communication medium.
4. The method of claim 1 , wherein the plurality of different communication mediums comprise at least two of:
a short message service (SMS) medium, a chat application medium, a phone call, and a web-enabled application interface medium.
5. The method of claim 1 , wherein the plurality of different communication mediums are identified from pre-stored contact options stored in user profiles associated with the conference participant devices.
6. The method of claim 1 , wherein the conference initiation notification is received from a designated conference initiator device among the plurality of conference participant devices.
7. The method of claim 1 , further comprising:
selecting a portion of communication data exchanged during the conference on the initial communication medium; and
copying the portion of the communication data exchanged into a new communication medium assigned to the conference.
8. An apparatus, comprising:
a receiver configured to:
receive a conference initiation notification from one of a plurality of conference participant devices at a conference server;
a processor configured to:
identify a plurality of different communication mediums corresponding to the plurality of conference participant devices;
select an initial communication medium to establish a conference with the plurality of conference participant devices; and
a transmitter configured to:
transmit a conference contact message to the plurality of conference participant devices to initiate a conference on the initial communication medium,
wherein the receiver is further configured to:
receive, during the conference on the initial communication medium, a request from one of the plurality of conference participant devices to switch from the initial communication medium to another communication medium, and
wherein the processor is further configured to:
switch the one of the plurality of conference participant devices to the another communication medium,
automatically translate a communication, in the another communication medium, from the one of the plurality of conference participant devices to the initial communication medium for receipt by another device of the plurality of conference participant devices; and
automatically translate a communication, in the initial medium, from another device of the plurality of conference participant devices to the initial communication medium for receipt by the one of the plurality of conference participant devices.
9. The apparatus of claim 8 , wherein the processor is further configured to:
identify a trigger event during the conference, and
the transmitter is further configured to:
transmit a change of medium command to one or more of the plurality of conference participant devices.
10. The apparatus of claim 9 , wherein the trigger event comprises:
an identification that one or more of the plurality of conference participant devices is incompatible with the initial communication medium.
11. The apparatus of claim 8 , wherein the plurality of different communication mediums comprise at least two of:
a short message service (SMS) medium, a chat application medium, a phone call, and a web-enabled application interface medium.
12. The apparatus of claim 8 , wherein the plurality of different communication mediums are identified from pre-stored contact options stored in user profiles associated with the conference participant devices.
13. The apparatus of claim 8 , wherein the conference initiation notification is received from a designated conference initiator device among the plurality of conference participant devices.
14. The apparatus of claim 8 , wherein the processor is further configured to:
select a portion of communication data exchanged during the conference on the initial communication medium, and
copy the portion of the communication data exchanged into a new communication medium assigned to the conference.
15. A non-transitory computer readable storage medium configured to store one or more instructions that when executed by a processor causes a processor to perform:
receiving a conference initiation notification from one of a plurality of conference participant devices at a conference server;
identifying a plurality of different communication mediums corresponding to the plurality of conference participant devices;
selecting an initial communication medium to establish a conference with the plurality of conference participant devices;
transmitting a conference contact message to the plurality of conference participant devices to initiate a conference on the initial communication medium;
receiving, during the conference on the initial communication medium, a request from one of the plurality of conference participant devices to switch from the initial communication medium to another communication medium;
switching the one of the plurality of conference participant devices to the another communication medium;
automatically translating a communication, in the another communication medium, from the one of the plurality of conference participant devices to the initial communication medium for receipt by another device of the plurality of conference participant devices; and
automatically translating a communication, in the initial medium, from another device of the plurality of conference participant devices to the initial communication medium for receipt by the one of the plurality of conference participant devices.
16. The non-transitory computer readable storage medium of claim 15 , wherein the one or more instructions are further to cause the processor to perform:
identifying a trigger event during the conference; and
transmitting a change of medium command to one or more of the plurality of conference participant devices.
17. The non-transitory computer readable storage medium of claim 16 , wherein the trigger event comprises:
identifying that one or more of the plurality of conference participant devices is incompatible with the initial communication medium.
18. The non-transitory computer readable storage medium of claim 15 , wherein the plurality of different communication mediums comprise at least two of:
a short message service (SMS) medium, a chat application medium, a phone call, and a web-enabled application interface medium.
19. The non-transitory computer readable storage medium of claim 15 , wherein the plurality of different communication mediums are identified from pre-stored contact options stored in user profiles associated with the conference participant devices.
20. The non-transitory computer readable storage medium of claim 15 , wherein the one or more instructions are further to cause the processor is to perform: selecting a portion of communication data exchanged during the conference on the initial communication medium; and placing the portion of the communication data exchanged in a new communication medium assigned to the conference.