Robin Tallent Mitchell

US Patent:

20150201021, Jul 16, 2015

Filed:

Jan 19, 2015

Appl. No.:

14/599930

Inventors:

- Boulogne Billancourt, FR
- Daly City CA, US
Joel A. Johnstone - San Diego CA, US
Robin Marie Mitchell - Cardiff CA, US
James Karl Powers - Carlsbad CA, US
Mark Franklin Sidell - Chapel Hill NC, US
Charles Dazler Knuff - Carlsbad CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA
Alcatel Lucent - Boulogne Billancourt

International Classification:

H04L 29/08
H04L 12/721

Abstract:

In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.