System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution
A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.
1. A system for managing customer involvement with a contact center, comprising:
one or more processors; and
one or more memory devices coupled to the one or more processors, wherein the one or more memory devices have stored thereon instructions that, when executed by the one or more processors, cause the one or more processors to:
establish a current communication session with an end user device;
identify a user engaged in the current communication session;
determine, during the current communication session, whether data for an unresolved interaction initiated prior to the current communication session exists for the user in a database;
retrieve the data for the prior unresolved interaction from the database; and
initiate an activity for resolving the prior unresolved interaction based on the retrieved data.
2. The system of claim 1 , wherein the data for the prior unresolved interaction indicates at least one of a failed connection attempt, failed transaction attempt, unanswered message, or uncompleted process.
3. The system of claim 1 , wherein the retrieved data indicates an uncompleted process including a state of the uncompleted process.
4. The system of claim 3 , wherein the uncompleted process is an uncompleted interaction with an interactive voice response system.
5. The system of claim 3 , wherein the activity includes resuming the uncompleted process in the current communication session based on the identified state.
6. The system of claim 3 , wherein the uncompleted process is an uncompleted Web session.
7. The system of claim 6 , wherein the activity includes invoking an agent during the current communication session for aiding the user in the uncompleted Web session.
8. The system of claim 7 , wherein the current communication session is a telephone session, chat session, or messaging session.
9. The system of claim 8 , wherein the uncompleted Web session runs concurrently with the current communication session.
10. The system of claim 1 , wherein the current communication session and the prior unresolved interaction are associated with different types of communication media.
11. The system of claim 1 , wherein the instructions that cause the one or more processors to initiate an activity for resolving the prior unresolved interaction includes providing an interactive voice response prompt different from an interactive voice response prompt provided to customers with no unresolved interactions.
12. The system of claim 1 , wherein the instructions that cause the one or more processors to initiate an activity for resolving the prior unresolved interaction includes instructions that cause the processor to resume the prior unresolved interaction from a point in which the prior interaction was discontinued.
13. The system of claim 1 , wherein the instructions that cause the one or more processors to initiate an activity for resolving the prior unresolved interaction includes prioritizing routing of an interaction associated with the current communication session, to an agent.
14. A method for managing customer involvement with a contact center, comprising:
establishing a current communication session with an end user device;
identifying a user engaged in the current communication session;
determining, during the current communication session, whether data for an unresolved interaction initiated prior to the current communication session exists for the user in a database;
retrieving the data for the prior unresolved interaction from the database; and
initiating an activity for resolving the prior unresolved interaction based on the retrieved data.
15. The method of claim 14 , wherein the data for the prior unresolved interaction indicates at least one of a failed connection attempt, failed transaction attempt, unanswered message, or uncompleted process.
16. The method of claim 14 , wherein the retrieved data indicates an uncompleted process including a state of the uncompleted process.
17. The method of claim 16 , wherein the uncompleted process is an uncompleted interaction with an interactive voice response system.
18. The method of claim 16 , wherein the activity includes resuming the uncompleted process in the current communication session based on the identified state.
19. The method of claim 16 , wherein the uncompleted process is an uncompleted Web session.
20. The method of claim 19 , wherein the activity includes invoking an agent during the current communication session for aiding the user in the uncompleted Web session.
21. The method of claim 20 , wherein the current communication session is a telephone session, chat session, or messaging session.
22. The method of claim 14 , wherein the current communication session and the prior unresolved interaction are associated with different types of communication media.