US 11,659,089 B1
Systems and methods relating to managing cross-channel interactions in contact centers
Felix Immanuel Wyss, Indianapolis, IN (US); and Robert Kassel, Daly City, CA (US)
Filed by GENESYS CLOUD SERVICES, INC., Daly City, CA (US)
Filed on Dec. 15, 2021, as Appl. No. 17/551,892.
Int. Cl. H04M 3/00 (2006.01); H04M 3/51 (2006.01); H04L 51/046 (2022.01); H04M 3/42 (2006.01)
CPC H04M 3/5191 (2013.01) [H04L 51/046 (2013.01); H04M 3/42068 (2013.01); H04M 3/5141 (2013.01)] 23 Claims
OG exemplary drawing
 
1. A computer-implemented method facilitating a cross-channel interaction between a customer and a contact center, wherein the contact center comprises a plurality of communication channels, and wherein the cross-channel interaction includes at least a first interaction between the customer and the contact center occurring via a first communication channel of the plurality of communication channels and a second interaction between the customer and the contact center occurring via a second communication channel of the plurality of communication channels, the method comprising the steps of:
receiving and conducting the first interaction with the customer;
determining a first identifier related to the first interaction;
storing, in a database, the first identifier and associating the first identifier with the first interaction;
receiving the second interaction from the customer;
determining a second identifier related to the second interaction;
using the second identifier to check the database to determine if the second interaction is associated with the first interaction;
determining, in response to the check of the database confirming that an association exists between the second identifier and the first interaction, that the second interaction is contextually related with the first interaction; and
modifying, in response to determining that the second interaction is contextually related to the first interaction, at least one way in which the second interaction is handled by the contact center.