SYSTEM AND METHOD FOR PROCESSING PRIVATE MESSAGES IN A CONTACT CENTER

1 . A system for exchanging private messages with a contact center over a network, the system comprising:

a media server comprising a plurality of media drivers configured to interface with a plurality of social media networks, the media server being configured to maintain a session corresponding to a conversation comprising at least one message, the conversation being conducted on one of the plurality of social media networks; and

a chat server configured to:

maintain a chat session corresponding to the session;

transmit and receive the at least one message of the conversation; and

store the at least one message of the conversation in association with the chat session.

2 . The system of claim 1 , further comprising a contact database configured to store a plurality of customer contact profiles.

3 . The system of claim 2 , wherein the system is further configured to identify a customer contact profile of the customer contact profiles in accordance with a user identifier of the at least one message.

4 . The system of claim 3 , further comprising an agent user interface at the contact center configured to display the messages and the identified customer contact profile.

5 . The system of claim 4 , wherein the agent user interface comprises a plurality of plugins configured to display messages received from corresponding ones of the plurality of social media networks.

6 . The system of claim 4 , wherein the agent user interface is further configured to display a prior conversation stored in the identified customer contact profile.

7 . The system of claim 2 , wherein the system is further configured to store the messages of the conversation in association with a corresponding one of the customer contact profiles.

8 . The system of claim 1 , further comprising a router configured to route the conversation to an agent at the contact center.