Mapping a contact center service request to a modality
A universal contact center service access point is mapped to a service access point specific to a determined modality to establish a connection between a user device and a contact center operator device and associated with that modality. A request for a contact center engagement is obtained from a user device, in which the request includes a universal contact center service access point. Responsive to the request, the universal contact center service access point is mapped, based on a record associating multiple modalities with the universal contact center service access point, to a service access point specific to one of those multiple modalities determined based on information associated with the user device. The contact center engagement is then facilitated over a connection, established based on the mapping, between the user device and a contact center operator device associated with the service access point.
1 . A method, comprising:
mapping, based on a request from a user device to an access point associated with multiple modalities, the request to a contact center service associated with one of the multiple modalities, the multiple modalities including at least two of telephony, video, text message, or chat; and
establishing, based on the mapping, a connection between the user device and a device associated with the contact center service.
2 . The method of claim 1 , comprising:
obtaining the request via software at the user device based on a manner by which the access point is used at the user device-.
3 . The method of claim 1 , wherein mapping the request to the contact center service comprises:
identifying a record associating the access point with multiple service access points each corresponding to a different modality of the multiple modalities.
4 . The method of claim 1 , wherein mapping the request to the contact center service comprises:
determining a service access point associated with the contact center service based on information associated with one or more of the request or the user device.
5 . The method of claim 1 , wherein establishing the connection between the user device and the device comprises:
routing the request to the device to establish the connection as a private session between the user device and the device.
6 . The method of claim 1 , wherein establishing the connection between the user device and the device comprises:
determining the device based on one or more of the request or a modality determined for the request based on the mapping.
7 . The method of claim 1 , wherein the access point corresponds to a telephone number and the request is mapped to a session initiation protocol uniform resource locator associated with the contact center service.
8 . The method of claim 1 , wherein the access point corresponds to an alphanumeric string and the request is mapped to a chat identifier associated with the contact center service.
9 . A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:
mapping, based on a request from a user device to an access point associated with multiple modalities, the request to a contact center service associated with one of the multiple modalities, the multiple modalities including at least two of telephony, video, text message, or chat; and
establishing, based on the mapping, a connection between the user device and a device associated with the contact center service.
10 . The non-transitory computer readable medium of claim 9 , wherein mapping the request to the contact center service comprises:
querying a data store for a record associating the access point with multiple service access points each corresponding to a different one of the multiple modalities.
11 . The non-transitory computer readable medium of claim 9 , wherein the device is a contact center agent device and the connection is a private session between the user device and the contact center agent device established by routing the request based on the mapping.
12 . The non-transitory computer readable medium of claim 9 , wherein the device is selected based on a category of customer support associated with the request.
13 . The non-transitory computer readable medium of claim 9 , wherein the request identifies the access point via a telephone number or an alphanumeric string.
14 . An apparatus, comprising:
a memory; and
a processor configured to execute instructions stored in the memory to:
map, based on a request from a user device to an access point associated with multiple modalities, the request to a contact center service associated with one of the multiple modalities, the multiple modalities including at least two of telephony, video, text message, or chat; and
establish, based on the mapping, a connection between the user device and a device associated with the contact center service.
15 . The apparatus of claim 14 , wherein the request is obtained via one of a client application, a web browser, or phone software at the user device.
16 . The apparatus of claim 14 , wherein the device is a contact center agent device selected based on one or more of information associated with the request or a modality determined for the request based on the mapping.
17 . The apparatus of claim 14 , wherein the device is a server and an operator of the device is a non-human agent or chatbot.
18 . The apparatus of claim 14 , wherein a service access point associated with the contact center service is determined based on information associated with one or more of the request or the user device.
19 . The apparatus of claim 14 , wherein the request is routed to the device to establish the connection over a private session.
20 . The apparatus of claim 14 , wherein the multiple modalities are implemented using software of a unified communications as a service platform.