US 12,278,925 B1
Apparatuses and methods involving an integrated contact center
Justin Driemeyer, Campbell, CA (US); Manu Mukerji, Campbell, CA (US); Vijai Gandikota, Campbell, CA (US); Soumyadeb Mitra, Campbell, CA (US); Solomon Fung, Campbell, CA (US); Arunim Samat, Campbell, CA (US); and Zhishen Liu, Campbell, CA (US)
Assigned to 8x8, Inc., Campbell, CA (US)
Filed by 8x8, Inc., Campbell, CA (US)
Filed on Aug. 25, 2023, as Appl. No. 18/238,419.
Application 18/238,419 is a continuation of application No. 17/903,612, filed on Sep. 6, 2022, granted, now 11,778,093.
Application 17/903,612 is a continuation of application No. 16/822,760, filed on Mar. 18, 2020, granted, now 11,445,063, issued on Sep. 13, 2022.
Claims priority of provisional application 62/820,153, filed on Mar. 18, 2019.
Claims priority of provisional application 62/820,166, filed on Mar. 18, 2019.
Claims priority of provisional application 62/820,149, filed on Mar. 18, 2019.
Claims priority of provisional application 62/820,160, filed on Mar. 18, 2019.
Int. Cl. H04M 3/493 (2006.01); H04L 51/046 (2022.01); H04M 3/523 (2006.01)
CPC H04M 3/4933 (2013.01) [H04L 51/046 (2013.01); H04M 3/4936 (2013.01); H04M 3/5233 (2013.01); H04M 3/5237 (2013.01); H04M 2203/10 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A data-communications system comprising:
a set of one or more data-communications servers (“server set”) to be operated on behalf of a plurality of client entities, each of the plurality of client entities being associated with one or more network-enabled communication devices;
wherein the server set is to provide a particular client entity (“the client entity”) from among the plurality of client entities a plurality of data-communications services including:
a contact center service by facilitating operation of a contact center on behalf of the client entity by routing inbound data communications to representatives of the client entity according to a set of rules associated with the client entity; and
a supplemental-information service by providing the client entity with access to supplemental information from a document room, selected from among a plurality of document rooms, based at least in part on discerned context data derived from information, including unstructured data, associated with at least one of the inbound data communications, wherein the document room is associated with contexts that evolve over time, and are assigned to the document room, based on ongoing data communications involving the client entity.