CN102498707A - Systems and methods for customer contact - Google Patents

Systems and methods for customer contact Download PDF

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Publication number
CN102498707A
CN102498707A CN2010800376838A CN201080037683A CN102498707A CN 102498707 A CN102498707 A CN 102498707A CN 2010800376838 A CN2010800376838 A CN 2010800376838A CN 201080037683 A CN201080037683 A CN 201080037683A CN 102498707 A CN102498707 A CN 102498707A
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China
Prior art keywords
contact
service
information
user
service broker
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Granted
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CN2010800376838A
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Chinese (zh)
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CN102498707B (en
Inventor
乔恩·R·杰伊
杰里米·A·达舍
布罗克·A·朱迪金斯
唐纳德·L·考夫曼
Y·C·林
雷蒙德·P·夏普
约瑟夫·D·沙利文
托马斯·J·韦兰
陶西夫·基德瓦伊
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Amazon Technologies Inc
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Amazon Technologies Inc
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Publication date
Priority claimed from US12/547,370 external-priority patent/US8600035B2/en
Priority claimed from US12/547,387 external-priority patent/US9088649B2/en
Application filed by Amazon Technologies Inc filed Critical Amazon Technologies Inc
Priority to CN201510863834.XA priority Critical patent/CN105590247A/en
Publication of CN102498707A publication Critical patent/CN102498707A/en
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Publication of CN102498707B publication Critical patent/CN102498707B/en
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0603—Catalogue ordering
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42365—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42195—Arrangements for calling back a calling subscriber

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  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Signal Processing (AREA)
  • Marketing (AREA)
  • Finance (AREA)
  • Accounting & Taxation (AREA)
  • Economics (AREA)
  • Development Economics (AREA)
  • General Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Information Transfer Between Computers (AREA)
  • User Interface Of Digital Computer (AREA)

Abstract

A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.

Description

The system and method that is used for client's contact
Background technology
In the society of networking day by day, the user uses data network to carry out the various tasks of carrying out in person in the past continually.For example, the user can use his or her computing equipment to come to buy product from based on network retailer.In another example, the user can use bank service to check account balance, and Pay Bill is arranged to transfer accounts etc.As a result of, the provider of network-based services faces with a lot of pre-sales of its client and gets in touch after sale.System such as the call center is developed as centralized upgradeable mechanism, a large amount of callings in---comprising for example sales and marketing marketing contact, technical support and book keeping operation---to handle in various contact backgrounds.Yet the call center has various shortcomings.
For example, the availability of call center agent is generally based on predetermined hour.Yet, possibly relatively easily dissimilate the step or out-of-date with respect to the actual availability of acting on behalf of in predetermined hour of the contact availability.For example, special event (for example, vacation), time change, network interrupts, staffing too much/under-staffing etc. each possibly influence agency's availability with the mode that in usability area per hour, does not reflect.As a result of, the availability of call center agent possibly reported to the user improperly, and the user who hopes the contact call center agency is lost heart.
Description of drawings
Aforementioned aspect will be realized with a lot of subsidiary advantages more easily, because these aspects and advantage are better understood through becoming with reference to the following detailed that combines accompanying drawing to understand, wherein:
Fig. 1 is the schematic block diagram that is used for the illustrative contact service of communicating by letter with call distribution system of the contact between management of consumer and the customer service agent;
Fig. 2 is the block diagram of the operating environment of Fig. 1, and it illustrates the contact service that contact status is provided to the request of the user interface that comprises Agent Status and to the website in response to client's client device;
Fig. 3 is the illustrative user interface that comprises Agent Status that is used to be presented on client's client device.
Fig. 4 A is the block diagram of the operating environment of Fig. 1, and it illustrates in response to client's client device pair with getting in touch of customer service agent contact service from the contacting identifiers symbol to the website that return;
Fig. 4 B is the block diagram of the operating environment of Fig. 1, and it illustrates to client's client device and returns the website that is used to submit the user interface of user contact infonnation to and returns the customer service agent interface to contact service;
Fig. 5 is that the user that makes who is used to be presented on client's client device can be submitted to client's contact details the illustrative user interface of website;
Fig. 6 A is the block diagram of the operating environment of Fig. 1, and it illustrates the contact distribution service of getting in touch client in response to receiving client's contact details attempted;
Fig. 6 B is the block diagram of the operating environment of Fig. 1, and it illustrates the contact distribution service that contact status is used to be shown to the user of returning;
Fig. 7 A and Fig. 7 B make the user can watch the illustrative user interface of contact status being used to of on client's client device, showing;
Fig. 8 A is the block diagram of the operating environment of Fig. 1, and it illustrates the agent client equipment of generation to the response of client's inquiry;
Fig. 8 B is the block diagram of the operating environment of Fig. 1, and it illustrates the proxy response and the contact status that return client's inquiry and upgrades the agent client equipment that is used to be shown to client; And
Fig. 9 makes the agency can watch the illustrative user interface of contact status and other contact session information being used to of on agent client equipment, producing.
Embodiment
The aspect of common description of the present disclosure relates to user to network-based services (for example, website) provides the up-to-date information about the pin-point accuracy of service broker's availability.Other aspect of the present disclosure relates to the contact of being convenient between user and the service broker.The embodiment of discussing below can be called client with the user, and the service broker is called customer service agent.Yet, can understand, the user is not limited to client, and can comprise the Any user of network-based services.
In this respect, described receive to the availability of customer service agent and to the contact service of client's request of the contact of customer service agent (CSA).For example, the use client computing equipment for example client of personal computer can be discerned the product of being paid close attention to that is provided by network-based services, and possibly hope to communicate by letter with CSA about the product of being paid close attention to.This network-based services can provide anything of the interested goods of client, service or information.Therefore; Network-based services can comprise based on network retailer; For example to client sell those retailers, amusement and/or the information of the product be used to buy based on network source (for example, based on network encyclopedia, medium share etc.), make user's based on network social networking service etc. of content shared each other.In one embodiment, client can use his or her computing equipment to come ROL request-online to act on behalf of availability and get in touch with the service broker.
As be described in more detail below, these client's requests can be directed to contact service via network-based services.Contact service can be submitted to the contact distribution system with request and be used for producing response.These responses can be obtained by contact service, and are submitted to network-based services and are used to be shown to client.For example, network-based services can produce the user interface that merges these responses and is used to be shown to the user.
More specifically, the contact distribution system can communicate by letter with one or more CSA, so that confirm to act on behalf of availability and confirm the proxy response to client's inquiry.The contact distribution system can further set up the contact between client and the CSA based on the client's contact details that are provided to contact service, and reports the state of contact to contact service.Because the contact distribution system can directly confirm the CSA availability from CSA, by the contact distribution system return to act on behalf of the out-of-date or incorrect probability of availability information very low.Therefore, can provide to client and act on behalf of availability information accurately.
In a nonrestrictive example, network-based services can be the based on network retail service of for example selling the website realization of music and video via the website.Use personal computing devices, client can discern and be shown the product of being paid close attention to that the based on network retail service of cause shows, for example film.Except the product that identification is paid close attention to, client can also be relevant for one or more problems of film, and for example how film is transported.Client can from he personal computing devices to the website of retailer service submit to comprise about with the request of the user interface (for example, webpage) of the information of getting in touch of CSA.For example, client can submit the request to the user interface that shows Agent Status to.
This request can send to contact service again from the website and be used for response.Contact service can with contact distribution system communication to obtain real-time Agent Status, it turns back to the website.The website can produce the webpage of being asked according to the Agent Status that returns, and is used for being shown to client through client's computing equipment.
Agent Status can further be stored or buffer memory by contact service in the limited time, so that reduce the frequency that the request of Agent Status is directed to the contact distribution system.For example, if another client asks the help about the same film in the limited time period, then contact service can be returned the Agent Status of confirming in the past, rather than new request is submitted to the contact distribution system.
In another non-limiting embodiments, client can be submitted to the website with client's contact details.Client's contact details can make the contact distribution service can initiate the communication between customer service agent and client when being provided to content distribution service.Client's contact details can comprise the information of any communication mode that can use about client.
Association request---comprises client's contact details---can be submitted to contact service.Contact service can be submitted to the contact distribution system with client's contact details again.The contact distribution system can attempt to use contact details to get in touch client, and corresponding contact status is returned to contact service.The contact status that is returned can offer the website by contact service, and realization comprises the preparation of another user interface of contact status, is used to be shown to client.In other non-limiting embodiments, in case contact is set up between client and service broker, contact service just can divide journey to transmit client's inquiry and proxy response between service broker and client.
In other embodiment, contact service and contact distribution system can produce and/or use extra information, so that the reception and the transmission of coordinates user association request and response between website and contact distribution system.In an example, the unique identifier that is called contacting identifiers symbol (contact ID) can be produced by the contact service that is used to discern client's association request, and shared with website and client's client device.
In another example, the contact distribution service can produce and store and discern the one or more identifiers that produced by the contact distribution system uniquely.The contact distribution service can produce first identifier that is called contacted branches (contact leg) identifier (contacted branches ID), to be identified in the contact that produces between contact distribution system and the client.Contact distribution service also can produce and be called second identifier of acting on behalf of branch's identifier (acting on behalf of the ID of branch), with in response to be identified in the contact that produces between contact distribution system and the agency in the contact that produces between contact distribution system and the client.These identifiers can be provided to contact service by the contact distribution service, and contact service can further make contacted branches ID and act on behalf of the ID of branch and to get in touch ID relevant, and storage contacted branches ID, act on behalf of ID of branch and correlation.
When between CSA and client, setting up contact, contact service can further make these identifiers relevant with other selected information that is produced when setting up contact, and further stores these identifiers and correlation.By this way, can get in touch relevantly with correct through contact service and contact distribution system from client's request, the response that contact service and contact distribution system are produced can suitably be sent to the website in use by client.
With reference to figure 1, show the embodiment that is used for distribute to the operating environment 100 of customer service agent (CSA) automatically from client's contact.In operating environment 100, client can use client's client device 160 to communicate by letter with the network-based services that realizes via website 154.Website 154 can be kept or produce can be by one or more user interfaces of client's client device 160 demonstrations.Just in case client is relevant for the problem or the inquiry of the information that in the one or more user interfaces 156 that provided by website 154, shows; Client can use user interface 156 to ask the information about customer service agent; And if necessary, request and the communicating by letter of customer service agent.To CSA information with the request of getting in touch of CSA can with the communicating by letter of contact distribution system 120 in be directed to contact service 150, discuss in more detail as following.
To recognize that a lot of parts that describe below are chosen wantonly, and the embodiment of system 100 can or can the nonjoinder parts.It is different or discrete that parts need not be.Can in system 100, reorganize parts.Can be in comprising the single physical server of all subsystems that describe below expression system 100, or alternatively, system can be divided into a plurality of physical servers.
Each may be embodied in contact service 150 and website 154 in a plurality of parts, and each parts is carried out the instance of corresponding contact service 150 or website 154.Server or other calculating unit of realizing contact service 150 or website 154 can comprise network interface, memory, processing unit and computer-readable medium drive, and wherein all parts can communicate with one another through communication bus.Network interface can provide connection through network 110 and/or other network or computer system.Processing unit can carry out communicating by letter back and forth with the memory that comprises the program command that processing unit carries out, so that operational contact service 150 or website 154.Memory generally includes RAM, ROM and/or persistence and additional storage.
Client's client device can comprise any communication equipment that can show from the user interface of website 154, for example PC, telephone booth, thin-client, home computer and special-purpose or embedded machine.Other example can comprise desktop or flat computer, personal computer, PDA(Personal Digital Assistant), mixing PDA/ mobile phone, mobile phone, E-book reader, STB etc.
Can communicate by letter with client's client device 160 and with transmission the client who gets in touch with CSA asked in website 154.Request can comprise the request to CSA information; Include but not limited to represent the Agent Status of the current availability of the CSA that communicates by letter with client, in response to the contact status of the state of the request of contact being represented the contact between client and the customer service agent and to the proxy response of client's inquiry.
Can take form in certain embodiments to client's request responding by the user interface (UI) 156 of website 154 generations.Use can produce user interface 156 from the CSA information that contact service 150 obtains.User interface 156 can further produce from template user interface in certain embodiments.Such template user interface can be kept by website 154 and/or contact service 150, the data storage and the combination thereof of communicating by letter with website 154.In other embodiments, website 154 and/or contact service 150 also can produce the proxy user interface 111 of being used by SCA, discuss in more detail as following.
Can further communicate by letter with contact service 150 to obtain CSA information in website 154.Discuss in more detail as following, contact service 150 will be from the website 154 association request that receive be submitted to contact distribution system 120, and response turned back to website 154.Contact service 150 can further be stored at least a portion of CSA information and the out of Memory that when the request of the client in stores service 152 is responded, produces.
The description of the illustrative embodiment of contact distribution system 120 can be at title " SYSTEM AND METHOD FOR AUTOMATED CALL DISTRIBUTION " the 12/192nd; Find in No. 067 U.S. Patent application, the full content of this patent is incorporated into thus by reference.System 120 can comprise that client gets in touch module (CRM) 101, contact controller service 102, connects controller 103 and tolerance service 104, and wherein each can expression in hardware, software or its combination.System is responsible for distributing, route and keep the connection between client's client device 160 and the CSA.Be described below, connection can be set up between customer initiated call 105, CSA phone 106 and agent client equipment 107.System 100 can through telephony carrier 108 and 109 and data medium 110 be connected to client and agency.
In optional embodiment, phone 105,106 can be supplemented with other communication agency and/or replaced by other communication agency.Example can include but not limited to send and to receive Email, SMS message, instant message, published or put up other people electronic information watched of cause and the computing equipment of video messaging.Contact distribution system 120 can connect user client device 160 and agent client equipment 107 through one or more networks 110, as well known by persons skilled in the art.
In one embodiment, CRM 101 can manage and the getting in touch and concern of its client contact distribution system 120.CRM 101 can be made up of several database (not shown), and can have the (not shown) that links to other direct and relevant with client's contact management indirectly system.For example, be described below, CRM 101 can keep and/or comprise the Customer Information that is used by CSA.
The contact controller is served 102 and is handled the client's calling and other function that gets into, and includes but not limited to: tracking agent state/availability (that is, its agency can be used for handling client's calling of entering); Specific CSA or type of call are kept (possible out-of-order) Boolean query (not shown) (can be connected to media services 112 though hang up client) of hanging up client; Routing call promptly, makes client's call matches of available agent and entering; And the information that will produce through the operation of phone subsystem (103 with subsidiary parts) is forwarded to tolerance service 104.
Tolerance service 104 generally is connected to contact controller service 102.This service memory is about the information of client's contact and CSA.In addition, it can create report (for example SL report) based on real-time and historical data.The tolerance service can provide information to contact controller service 102.
Connect controller 103 and can use SIP signaling (voice IP technology) to handle the structure of handling call, expose other system of permission (for example, the service of contact controller) and handle the function of calling out, and propagate telephone event through system 100.Connect controller 103 and can customer initiated call be connected 105 to proxy phone 106.Connect controller 103 following subsystems capable of using: media server 112, interactive voice response (IVR) system 113 and call record device system 114.
Media server 112 can be handled in system and under a lot of different backgrounds, play the structure of announcing and preserving music.Client can be placed at them and be connected to this server when hanging up.This system can play " speaking in a low voice " (that is the introductory message of information, is provided) to CSA just before CSA is connected to client.
Interactive voice response system 113 can be " robot ", and it handled client's contact sometimes before client transfers to active CSA.IVR can obtain to be used for routing call and/or with the preliminary information of type of call classification.
Relationship record device system 114 can write down client's contact.The relationship record device can provide public interface to write down generation or occur in the contact Anywhere in the system 100 in the past.
CSA generally will have two kinds of connections to system: the agent client equipment shown in 107 be connected at the phone shown in 106.Agent client equipment 107 can be to system's 100 display of user interfaces 111, and can be any computing equipments.Those skilled in the art will recognize that one or more CSA can be arranged in traditional integral formula call center (wherein CSA and system 100 physics earth polars are approaching).Alternatively, CSA can locate poling near other CSA (as in " call center "), but away from system (so it will be positioned in " data center ").As another alternative, one or more CSA can be away from system data center and other CSA.Agent client equipment can comprise can show the communication equipment of any kind of PC, telephone booth, thin-client, home computer, special use or embedded machine for example from contact distribution system 120.Other example can comprise desktop or flat computer, personal computer, PDA(Personal Digital Assistant), mixing PDA/ mobile phone, mobile phone, E-book reader, STB etc.
Similarly, proxy phone system 106 can comprise that private telephone installation, VoIP equipment, complicated PBX system, existing on traditional phone line are with phone etc.In some embodiments, proxy phone system 106 need not connect via PBX or other telephone switching system.And for purpose of the present disclosure, one group of one or more CSA are no matter be physically in integral type call center or data center or logically for example physically not hand-to-hand each other CSA can be described as agent node.
CSA user interface 111 shows the content from service 102 of contact controller or CRM 101.Such interface can be the suitable application that moves on computers.Alternatively, it can show by getting in touch controller service 102 or CRM 101 generations or the webpage that otherwise provides, browser, widget, small routine etc.In other embodiment, CSA user interface 111 can show by network-based services and produces or the webpage that otherwise provides, browser, widget, small routine etc.Link between content allocation system 120 and user interface 111 can be by any of many data mediums and agreement (comprising http protocol, HTTPS, instant message, distributed memory or suitably agreement or these combination) as media.
Client and the end user of the respective call system of customer initiated call system 100 shown in 105.Such client can be connected to content allocation system 120 via of many telephony carrier 108.Such connection also can for example SIP, HTTP, IRC, other instant message protocol wait and set up through newer non-traditional agreement.Client can use not expensive telephone plant, complicated PBX system or any other communication mechanism to be connected to system.
Fig. 2 is the block diagram of the operating environment of Fig. 1, and it illustrates the client from the user interface of website 154 of state of the CSA at request package purse rope station.The user interface 156 that client can be shown via client's client device 160 communicates with website 154, any network-based services that is provided with access websites 154.When client had in the one or more user interfaces 156 that provided in website 154 problem that shows or query, client can use user interface 156 to ask the state of the customer service agent of website.By this way, whether client can discern CSA and can be used for assisting.Request as shown in Figure 2, that client can use client's client device 160 to submit to the user interface that comprises Agent Status.
For example, this request can comprise the request to the webpage that comprises Agent Status.Request can be transferred to website 154, and website 154 is detected client is asked to respond required Agent Status, and submits Agent Status to contact service 150.
The request that contact service 150 is submitted to Agent Status to the contact distribution service 120 that produces and return Agent Status again.In one embodiment, the real-time availability of CSA can be through being produced by contact distribution system 120 with communicating by letter of CSA.For example, for signal to the notifications availability, CSA can or select user interface control from CRM user interface 111 pressing keys on the computer 107.Contact controller service 102 can be thereafter via connecting the calling that controller 103 is for example initiated CSA through the telephone system 106 of CSA.CSA can answer this calling to prepare also can accept the calling from client to notifications he or she with signal.
If there is not client's wait service, then CSA can be maintained to this static (that is, ready-made) connection of opening of connection of system.In order to signal the transformation of from the availability to the unavailability, (for example, having lunch or drinking coffee), CSA can hang up the telephone simply.To the connection of the cut-out that connects controller 103 or selected down state available signal to the service 102 of contact controller and CRM 101 notice CSA just indicating he or she no longer can be used for carrying out client's contact (or CSA since for example the fault in the network and by mistake cut off from system).
If crm system 101 is out of order, then CSA may not push or click user interface control with signal to the notifications availability, or when CSA did not click user interface control, CSA possibly not get in the upstate, therefore receipt of call not.Some embodiments can comprise based on the interactive voice of telephone system to be used, and it will allow CSA to signal its availability through its telephone system 106.
To recognize that the connection of opening of mourning in silence is dispensable to the operation of system.In optional embodiment, CSA can signal availability through the control of visit on user interface 111 or another equipment.When contact controller 102 had the client who is connected to CSA, contact controller 102 can then indicate connection controller 103 for example to be connected to it through the telephone plant 106 of calling out CSA.
Advantageously, place on the CSA through the burden that will signal availability, the contact distribution system keeps the real-time indication of pin-point accuracy of CSA availability always.For example hours run is opposite with the static mechanism of definite Agent Status, and this real-time availability height is adapted in the variation of acting on behalf of on the availability, and the almost instant renewal to Agent Status is provided.Therefore, Agent Status is that out-of-date probability is very low when being provided for client, helps to guarantee during any contact subsequently between client and the CSA, to satisfy client's expectation (for example, low latency, CAS have suitable technical ability and help client, or the like).
The Agent Status that turns back to contact service 150 can further be submitted to website 154 and be used for finally being shown to client.When receiving Agent Status, website 154 can produce the user interface of the Agent Status that client asks.The user interface that is produced can then be provided to and comprise that client's client device 160 is used to be shown to client.
Fig. 3 illustrates an embodiment of the user interface that comprises Agent Status 300 that is presented on client's client device 160.User interface 300 is produced by website www.xyz.com, and comprises the product that is used for selling and assisting at first window 302 information in second window 320.User interface 300 also can comprise the biography information 304 (if website 154 can be used) about client, for example client's name.User interface 300 also can comprise the image 306 of the product of being paid close attention to (for example, object D), and about the extra purchase details of 154 objects that can use from the website.The indication 316 of the available inventory of the product of for example, buy title that details can comprise object 310, price 312, grade 314, describing and paid close attention to.Those skilled in the art will recognize that, be illustrative in purchase details shown in Figure 3, and extra or different purchase details can be included in the user interface 300.
The help window 320 of user interface 300 also can comprise the congratulatory words 322 of indicating Agent Status, to contact details and the contact user Interface Control 326 of CSA 324.In an example, Agent Status can be indicated as " available " or " disabled ".When the state of agency was " available ", client can use contact user Interface Control 326 to get in touch CSA.Select contact user Interface Control 326 can association request be submitted to the website 154 that contact can be set up in short time period.Such contact user Interface Control usually is called " clicking to call out " control.
In certain embodiments, when the state of agency is " disabled ", contact user Interface Control 326 can not exist with user interface 300 in.Therefore, user interface 300 can be provided by website 154, can not accepted so that have CSA to be used in the communication of current time and not have to communicate by letter to client's indication.Contact user Interface Control 326 also can be provided in user interface 300, so that client can provide the contact details that can be made the time contact client who is used for afterwards by CSA.Select contact user Interface Control 326 to submit association request to, but when the CSA time spent, website 154 can be set up contact the time afterwards to website 154.
Fig. 4 A illustrates the block diagram of the operating environment 100 of Fig. 1, and it illustrates the association request that is submitted to website 154.Client can determine her to hope to communicate with CSA during Agent Status in receiving user interface for example shown in Figure 2.Request to contact CSA can for example be submitted to by the client who is chosen in the contact control 326 in the user interface 300.When receiving continuous request, website 154 will be submitted to contact service 150 to the request of contact identifier (contact ID).The contacting identifiers symbol is the identifier of discerning uniquely institute's requesting users contact of contact service.Discuss in more detail as following, the information that during the process of setting up the contact between client and the CSA, produces can be relevant with the contacting identifiers symbol.This correlation makes contact service 150 can correctly discern the information relevant with association request, turns back to website 154 so that be suitable for the response of association request.When receiving contact ID request, contact service 150 produces contact ID and will get in touch ID and turns back to website 154.
After website 154 received contact ID, one or more user interfaces were continued in response, to produce and distribute in website 154.Fig. 4 B illustrates the block diagram of the operating environment 100 of Fig. 1, and it illustrates the websites response to the reception of contact ID.In one aspect, website 154 can produce the proxy user interface 111 of being used by CSA.Website 154 can further make proxy user interface 111 and to get in touch ID relevant, and each is provided to contact service 150.When the contact between client and CSA is set up, but contact service 150 storage agent user interfaces are used after being used for contact ID.
On the other hand, website 154 can produce to be made by client and be used for submitting to the user interface that is used to set up with client's contact details of getting in touch of CSA.Website 154 can further make this user interface and to get in touch ID relevant, and each is provided to client's client device 160.By this way, the contact details of being submitted to by client subsequently can guarantee that contact service 150 is correctly in response to the association request from client's client device 160 with to get in touch ID relevant.
Fig. 5 is that the client that makes who is presented on client's client device 160 can be submitted to contact details the user interface 500 of website 154.User interface 500 can comprise the identifier relevant with website 154.For example, identifier 502 can comprise figure, sign etc.User interface 500 also can comprise the indication 504 that makes client's inputting contact information, for example " please imports your contact details below ".Contact details can comprise one or more in time 512 of country 506, telephone number 510 and contact client of client.
The time 512 that in user interface 500, provides can change according to Agent Status.When the state of agency was " available ", client can import any contact time, the current availability of reflection CSA.When the state of agency was " disabled ", client can be limited to the selected time.For example, can comprise " first is available " time range or proposed time to the selection option of time 512 in these cases.Time range or proposed time in one embodiment can be from the selected amounts of current time skew, and the current of availability of reflection CSA lacks.
Can understand, replace or except the user account of for example e-mail address, instant message address and another network-based services of top discussion, also can submit other client's contact details to.Client can submit contact details to through the selection of user interface control 514.
When being shown, the user interface of the input of client's contact details that the realization example is as shown in fig. 5 can be made by client and be used for importing his or her contact details, to continue the process of contact CSA.Fig. 6 A is the block diagram of the operating environment 100 of Fig. 1, and it illustrates and client's contact details are submitted to website 154 are used for the website 154 got in touch with CSA.Shown in Fig. 6 A, this submission also can comprise by producing the contact ID that is used to get in touch before the contact service 150.Website 154 further is submitted to contact service 150 with contact details with contact ID, and it is delivered to contact distribution service 120 with this information again.
Contact distribution service 120 also can attempt to use the client's contact details from contact service 150 receptions to get in touch client.In one embodiment, contact distribution service 120 may not be set up and the getting in touch of client.For example, the contact details that are provided to contact distribution service 120 possibly be invalid, or network problem possibly forbid setting up contact.In other embodiments, the contact distribution service can successfully be set up and the getting in touch of client.The example that success is got in touch can comprise telephone bell and the trial of client's answer calls when the call try client.Do not carry out in other embodiment of contact at phone, the example that success is got in touch can comprise that instant message, SMS message, video messaging or other form electronic message are by the affirmation that successfully receives.
When getting in touch trial, contact distribution service 120 can turn back to contact service 150 with contact status.Fig. 6 B is the block diagram of the operating environment 100 of Fig. 1, and it illustrates the contact distribution service 120 that contact status is turned back to contact service 150.Contact status is represented in response to the state of the contact of request between client and customer service agent to contact.When successfully contact was implemented, contact distribution service 120 also can produce contacted branches identifier (contacted branches ID) and the contacted branches identifier is turned back to contact service 150.Contacted branches ID can represent the identifier of discerning uniquely the successful contact of contact distribution system 120.When the contact of success was implemented, contact distribution service 120 also can produce acted on behalf of branch's identifier (acting on behalf of the ID of branch).Act on behalf of the ID of branch and can turn back to contact service 150 and agent client equipment 107.Contacted branches ID can represent the identifier of the contact between the service of recognition agent and contact distribution uniquely.
When receive contacted branches ID, when acting on behalf of ID of branch and contact status, contact service 150 can make this information and get in touch ID and the proxy user interface is relevant together, and each is stored in the stores service 152.By this way, contact service 150 can make information that being used to of being received be transferred to contact distribution system 120 with suitable get in touch relevant.For example, be described below, use the specific connection of keeping by contact distribution system 120 can discern client's inquiry of using client's client device 160 to produce by client.
Also shown in Fig. 6 B, contact status can further be transferred to website 154.In the website 154, can produce the user interface that comprises contact status.As stated, can under the situation of using or do not use user interface templates, produce the user interface that reconfigures.In case by being produced, the user interface that comprises contact status just can be transferred to client's client device 160 and be used to be shown to client.
Contact status also can dynamically change during the communication process between client and the CSA.Under the situation that state changes, the contact distribution system 120 renewable contact status relevant with contacted branches ID, and the contact status of renewal is provided to contact service 150.When making contacted branches ID before the contact service 150 and getting in touch ID when relevant, contact service 150 can be discerned the contact status that will use suitable contact to be updated.Contact service 150 is the contact status of storage update further, and to website 154 contact status of renewal is provided.The user interface that website 154 can produce the renewal of the contact status that comprises renewal again is used for being shown by client's client device 160.
Various contact status can be shown to the contact status that client changes with reflection.The example of contact status can include but not limited to connect, connected, keep and finish.When the contact distribution service was attempted to get in touch with the user, connection status can be indicated.For example, after dialling the customer initiated call number but before client picks up the telephone, can show connection status to client.Dialling after customer initiated call number and client pick up the telephone, can indicate by connection status.Pick up the telephone client but after CSA or contact distribution service 120 places hang-up with client, can indicate hold mode.After the contact of being set up is for example stopped by client or CSA, can indicate done state.Can understand, these contact status have been discussed as an example, and other state can be returned by contact distribution system 120 ad lib.
In another embodiment, can be instead or after client is placed hang-up, initiate the contact (for example, can call back) between client and the CSA period afterwards again to client.In an example, can return to client the user interface of initiating the option of contact again rather than being placed in hang-up is provided.In another example, client be placed in hang up one period selected duration after, can provide demonstration to initiate the user interface of getting in touch again to client.In another example, instead client is placed hang-up, or client be placed in hang up one period selected duration after, can initiate again automatically period afterwards with getting in touch of client.
Can confirm and the getting in touch of client through various mechanism by the time of initiating again.In an example, contact can by contact distribution serve 120 and/or CSA (for example, the first available CSA) or the time window that is ranked (for example, in 24 hours of time of contact for the first time) are initiated again at any time.The time of in another example, initiating contact again can be ranked by client (for example, through user interface).(for example, automatically) contact is initiated under the situation of time again, can provide when to initiate the estimation of getting in touch again to client in that client is specified.
Fig. 7 A and 7B are presented on client's client device 160 user interface 700,712 that shows, client's client device 160 shows contact status to client.Fig. 7 A illustrates and produces the user interface 700 that shows " connection status " to client, and Fig. 7 B illustrates the user interface 712 that produces to client's demonstration " by connection status ".Discuss about Fig. 5 as top, user interface 700,712 can comprise with website 154 relevant selected identities and to accord with 502.For example, identifier 502 can comprise figure, sign etc.User interface 700,712 also can comprise the instruction 704,714 of notifying any action that client should or should not take about them to client.User interface 700,712 can comprise contact status 706,716 in addition.User interface 700,712 also can comprise and allows client to finish and the user interface control of getting in touch of CSA for example 710,712.
User interface 700,712 can show that also client maybe be interested about their other contact status of communicating by letter with CSA.In an example,, then indicate the contact status of the duration of the communication between user and the CSA can be shown to client if client and CSA communicate.In another example, if client is connected to contact distribution service 150 but does not also communicate with CSA, can show that then the indication client waits for the contact status of duration of communicating by letter with CSA and/or the estimated time of communicating by letter with CSA.
In case between client and CSA, successfully set up contact, client just can continue to communicate by letter with CSA.For example, client possibly hope to ask one or more inquiries to CSA.Fig. 8 A is the block diagram of the operating environment 100 of Fig. 1, and it illustrates by client submits to client to inquire about.For example, can show the user interface of using text, voice and video to realize the submission of client's inquiry to the user.For example, user interface for example 700,712 can be by further modification to realize the submission of text, voice and/or video input.In certain embodiments, can use client to inquire about further submission contact ID.Client's inquiry and contact ID can be submitted to website 154, and wherein they are submitted to contact service 150 subsequently.
Contact service 150 can receive client's inquiry, and discerns previously generated proxy user interface according to the contact ID that is stored in the stores service 152.Proxy user interface and contact ID with act on behalf of the ID of branch and can fetch and be provided to contact distribution service 120 from stores service 152 so that to the proxy response of client's inquiry.Client inquiry, proxy user interface and act on behalf of the ID of branch and also can serve 120 and be forwarded to agent client equipment 107 via contact distribution.Act on behalf of the ID of branch and can help to act on behalf of the contact of identification client under inquiring about, be convenient to return the generation of proxy response.
Proxy response can comprise the response of any kind that is suitable for client's inquiry.In one embodiment, can provide and the proxy response of inquiring about identical relationship type.For example, if client inquires about the shipment about product, proxy response can be transmitted in call.Can further use and inquire about different relationship types proxy response is provided.For example, further the client's inquiry about the shipment of product is submitted in supposition in call, can in call, transmit proxy response, and can extra instruction be posted to electronically the e-mail address of client's selection.
After CSA was submitted to its response client's inquiry, proxy response can turn back to client.Fig. 8 B is the block diagram of the operating environment of Fig. 1, and it illustrates the proxy response that turns back to client's client device 160.Where necessary, can use proxy response to provide contact status to upgrade.For example, client can submit to needs CSA to obtain the inquiry to the extraneous information of response.Under these circumstances, CSA can respond, and more information must be a response, and contact status can supply " by connects " to change to " maintenances ", remain active to reflect to get in touch, but CSA will not be a response, obtained up to extra information.In another example, proxy response can finish contact.Under these circumstances, CSA can provide its final response, and contact status can change to " end " from " by connecting ".Can further use proxy response to provide and act on behalf of the ID of branch, with response relevant get in touch of identification with the agency.
Proxy response and state upgrade and turn back to contact service 150.As stated, when receiving proxy response and state when upgrading, contact service 150 renewable contact status also are stored in the contact status that upgrades in the stores service 152.Contact service 150 can further provide proxy response and state to upgrade to website 154.As stated, can under the situation of using or do not use user interface templates, produce the user interface that comprises that proxy response and state upgrade.In case by being produced, the user interface that comprises the renewal of proxy response and state just can be transferred to client's client device 160 and be used to be shown to client.
Fig. 9 illustrates the illustrative proxy user interface 900 that can show client's inquiry to CSA.In one embodiment, user interface 900 can comprise session information window 902 and contact status window 906.Session information window 906 can comprise the information about client, comprises client's configuration file, browsing histories and page view.Client's configuration file can comprise any information about client, and it can help CSA and client to get in touch.As stated, this information can be kept by CRM 101, during the initial period of getting in touch with client, is confirmed by IVR before communicate by letter with CSA, and/or can be provided by website 154.The example of client's configuration file can include but not limited to the history (for example, browsing histories, purchase history etc.) or the contact distribution service (for example, historical in preceding contact) of client's biography information (for example, name, age, position etc.) and website 154.Browsing histories can comprise the product that client browses in the selected duration (for example, one day, a week, one month etc.) from contact time the on the website 154.The illustrative page view 904 of user interface 900 shown in Figure 9 can comprise the view of user interface, and client submits its association request to from this user interface.For example, page view 904 can comprise biography information 304, the indication 316 of the available inventory of the title of the image 306 of the product paid close attention to, object 310, price 312, grade 314, the product describing and paid close attention to.
Contact status window 906 can comprise contact status demonstration 322 and the control 912,914 that is used to manage contact.In an example, contact status shows that 322 can show the identical contact details that show to client, is convenient to CSA and knows the contact details about client.Control 912,914 can comprise retentive control 912 and finishing control 914.As stated, where necessary, these controls can combine it to respond by CSA to use.
Clause is used to be convenient to the system of the contact between the service broker of user and network-based services of network-based services for 1. 1 kinds, comprising:
With the contact service that the customer service agent that Agent Status and contact status are provided is communicated by letter, said Agent Status is represented the current availability with the service broker of telex network, and said contact status is illustrated in the state of the contact between user and the service broker; And
The computing equipment of communicating by letter with contact service, said computing equipment operation comes:
Ask to produce first user interface in response to the user, wherein first user interface comprises Agent Status, and makes the request to the contact between user and the service broker can be submitted to computing equipment, and wherein Agent Status obtains from contact service;
User in response to contact asks to produce second user interface, and wherein second user interface comprises and makes user contact infonnation can be submitted to computing equipment;
The user contact infonnation that is received is submitted to contact service; And
Produce the 3rd user interface, wherein the 3rd user interface comprises the contact status that obtains from contact service in response to the user contact infonnation of being submitted to.
The system of clause 2. clauses 1, wherein first, second becomes to be shown to the user with the 3rd user interface configuration.
The system of clause 3. clauses 1, wherein contact details comprise one or more in the user account of telephone number, e-mail address, instant message address and another network-based services.
The system of clause 4. clauses 1, wherein the contact between user and service broker by telephone number, Email, SMS message, instant message, published or puted up other people electronic information of watching of cause and one or more execution in the video messaging.
The system of clause 5. clauses 1, wherein first user interface also comprises the contact user Interface Control that is used for the request to the contact between user and the service broker is submitted to computing equipment.
Clause is used for the system with the service communications between agents the user for 6. 1 kinds, comprising:
Keep the data storage of one or more user interface templates; And
The computing equipment of communicating by letter with data storage, the computing equipment operation comes:
Obtain first request to first user interface from the user, first user interface comprises Agent Status, and wherein Agent Status is represented one or more service brokers' of contact user current availability;
Obtain first user interface templates from data storage; Generation comprises first user interface of first user interface templates and Agent Status, and wherein Agent Status obtains from the contact service of communicating by letter with one or more service brokers; And
First user interface is offered the user to be used for showing.
The system of clause 7. clauses 6, wherein computing equipment is also operated:
From the user receive to service broker's second request of getting in touch;
Obtain second user interface templates from data storage;
Generation comprises second user interface of second user interface templates, and wherein second user interface makes user contact infonnation be submitted to computing equipment; And
Second user interface is offered the user to be used for showing.
The system of clause 8. clauses 7, wherein computing equipment is also operated:
User contact infonnation is submitted to contact service;
Receive contact status in response to the submission of user contact infonnation from contact service, according to user contact infonnation, contact status is represented getting in touch of user and service broker;
Generation comprises the 3rd user interface of contact status; And
The 3rd user interface is offered the user to be used for showing.
The system of clause 9. clauses 6, wherein first user interface also comprises the contact user Interface Control that is used for the request to the contact between user and the service broker is submitted to computing equipment.
The system of clause 10. clauses 8, wherein computing equipment also operate produce the proxy user interface be used for the getting in touch of user during be shown to the service broker.
The system of clause 11. clauses 6, wherein Agent Status is based on the usability feedback from the service broker.
The system of clause 12. clauses 6, wherein network-based services comprises based on network retailer.
The system of clause 13. clauses 6, wherein contact details comprise one or more in the user account of telephone number, e-mail address, instant message address and another network-based services.
The system of clause 14. clauses 6, wherein the contact between user and service broker by telephone number, Email, SMS message, instant message, published or puted up other people electronic information of watching of cause and one or more execution in the video messaging.
Clause is used to be convenient to the computer implemented method of the communication between user and the service broker for 15. 1 kinds, comprising:
Under the control of one or more institutes configuring computer system:
From the contact service request broker state of communicating by letter with one or more service brokers, said Agent Status is represented the current availability with the service broker of telex network;
To offer the user from the Agent Status that contact service receives;
Request is got in touch with the service broker's, and association request comprises user contact infonnation; And
User contact infonnation in response to being submitted to contact service offers the user with the contact status that receives from contact service.
The computer implemented method of clause 16. clauses 15 also comprises in response to user inquiring to the user service broker being provided.
The computer implemented method of clause 17. clauses 15, wherein Agent Status is at least in part based on the usability feedback from the service broker.
The computer implemented method of clause 18. clauses 15, wherein contact details comprise one or more in the user account of telephone number, e-mail address, instant message address and another network-based services.
The computer implemented method of clause 19. clauses 15, wherein the contact between user and service broker by telephone number, Email, SMS message, instant message, published or puted up other people electronic information of watching of cause and one or more execution in the video messaging.
20. 1 kinds of codings of clause have the computer-readable medium that service broker's information is shown to user's instruction, and wherein said instruction makes calculation element when being carried out by calculation element:
From the contact service request broker state of communicating by letter with one or more service brokers, said Agent Status is represented the current availability with the service broker of telex network;
To offer the user from the Agent Status that contact service receives;
Reception to service broker's the request of getting in touch, said association request comprises user contact infonnation;
Obtain contact status from contact service, wherein said contact status is represented the state of the contact between user and the service broker; And
To the user Agent Status is provided.
The computer-readable medium of clause 21. clauses 20 also comprises in response to user inquiring to the user service broker being provided.
The computer-readable medium of clause 22. clauses 20, wherein Agent Status is at least in part based on the usability feedback from the service broker.
The computer-readable medium of clause 23. clauses 20, wherein contact details comprise one or more in the user account of telephone number, e-mail address, instant message address and another network-based services.
The computer-readable medium of clause 24. clauses 20, wherein the contact between user and service broker by telephone number, Email, SMS message, instant message, published or puted up other people electronic information of watching of cause and one or more execution in the video messaging.
25. 1 kinds of systems that are used for the contact between coordinates user and the service broker of clause, said system comprises:
Generation is used to be shown to the network-based services of user's user interface, and user interface comprises service broker's information;
The data storage of stores service proxy information; And
The contact service of communicating by letter with network-based services, the contact service operation comes:
Receive electronic request from network-based services to service broker's information;
Obtain service broker's information from the contact distribution system, wherein the contact distribution system produces service broker's information through communicating by letter with one or more service brokers and confirming from service broker's information of one or more proxy responses;
The service broker's information that is obtained is offered network-based services; And
At least the part of the service broker's information that is received is stored in the data storage.
The system of clause 26. clauses 25, wherein the request to service broker's information comprises the request to Agent Status, Agent Status is represented the current availability with the service broker of telex network.
The system of clause 27. clauses 25, wherein the request to service broker's information comprises that distich is the request of state, said contact status is represented the state of the contact between user and the service broker.
The system of clause 28. clauses 25, wherein contact service is also operated and is produced the contacting identifiers symbol, the wherein request of contact service identification from network-service broker to contact service.
The system of clause 29. clauses 27, wherein contact service is also operated from the contact distribution service and is obtained the contacted branches identifier, and the contacted branches identifier is discerned the contact status of contact distribution service uniquely.
The system of clause 30. clauses 25, wherein contact service is also operated from contact distribution service and is obtained to act on behalf of branch's identifier, acts on behalf of the contact between recognition agent and the content distribution service uniquely of branch's identifier.
31. 1 kinds of systems that are used for the contact between coordinates user and the service broker of clause, said system comprises:
Data storage;
The contact service of communicating by letter with data storage, wherein the contact service operation comes:
Acquisition is to the request of service broker's information; And
Use comes in response to the request to service broker's information from the response of contact distribution system, and wherein the contact distribution system produces service broker's information through communicating by letter with one or more service brokers and confirming from service broker's information of one or more proxy responses.
The system of clause 32. clauses 31, wherein service broker's information comprises Agent Status, said Agent Status is represented the current availability with the service broker of telex network.
The system of clause 33. clauses 32, wherein Agent Status is signaled the availability to the contact distribution system based on the proxy user interface that uses the contact distribution system by one or more service brokers.
The system of clause 34. clauses 31, wherein service broker's information comprises contact status, said contact status is represented the state of the contact between user and the service broker.
The system of clause 35. clauses 34; Wherein contact service is operated the request that receives the service broker's information that comprises user contact infonnation, and wherein contact status is based between user and the service broker state that uses the contact that user contact infonnation produces at least in part.
The system of clause 36. clauses 25, wherein service broker's information is included between user and the service broker service broker's response of setting up after the contact user inquiring.
The system of clause 37. clauses 31, wherein contact service is also operated and is obtained to discern uniquely to the request of service broker's information with to the identifier of the response of described request.
The system of clause 38. clauses 37, wherein contact service is also operated and is produced contacting identifiers symbol, and said contacting identifiers symbol is discerned to the request of service broker's information with to the response of described request uniquely.
The system of clause 39. clauses 38, wherein said contact service also operate from the contact distribution service and obtain the contacted branches identifier, and said contacted branches identifier is discerned the request responding to service broker's information uniquely.
The system of clause 40. clauses 37, wherein contact service is also operated from the contact distribution service and is obtained the contacted branches identifier, and said contacted branches identifier is identified in the contact between agency and the content distribution service uniquely.
The system of clause 41. clauses 38, wherein contact service is also operated contacting identifiers symbol and contacted branches identifier is relative to each other, so that corresponding response easy to use comes in response to the request to service broker's information.
The system of clause 42. clauses 37, wherein contact service is also operated at least one of coming in response to the request to service broker's information location identifier and the user profile that is received.
The system of clause 43. clauses 35, wherein the contact distribution system through telephone number, Email, SMS message, instant message, published or puted up other people electronic information of watching of cause and in the video messaging one or more are implemented in the contact between user and the service broker.
The system of clause 44. clauses 43, wherein contact status comprises that the user waits for the duration of communicating by letter with the service broker.
The system of clause 45. clauses 43, wherein contact status comprise connection status, by at least one of connection status and suspended state.
The system of clause 46. clauses 43, wherein the contact between user and service broker can be initiated the time afterwards again.
47. 1 kinds of computer implemented methods that are used for the contact between coordinates user and the service broker of clause, said method comprises:
Under the control of one or more institutes configuring computer system:
Acquisition is to the request of service broker's information;
Produce service broker's information through communicating by letter with one or more service brokers and confirming from service broker's information of one or more proxy responses;
Make the service broker's information that is produced with relevant to the request of service broker's information; And
Use the service broker's information that is produced that request is responded.
The computer implemented method of clause 48. clauses 47, wherein service broker's information comprises Agent Status, said Agent Status is represented the current availability with the service broker of telex network.
The computer implemented method of clause 49. clauses 48, wherein Agent Status is based on the signal of availability that receives from the service broker.
The computer implemented method of clause 50. clauses 47, wherein service broker's information comprises contact status, said contact status is represented the state of the contact between user and the service broker.
The computer implemented method of clause 51. clauses 47, wherein service broker's information be included in contact between user and the service broker set up after to service broker's response of user inquiring.
The computer implemented method of clause 52. clauses 47, wherein service broker's information discerns uniquely that service broker's information is relative to each other with each identifier to the request of service broker's information and with relevant to the request of service broker's information through making.
The computer implemented method of clause 53. clauses 52 also comprises the one or more of correlation between stores service proxy information, identifier and the identifier.
54. 1 kinds of codings of clause have the computer-readable medium of the instruction of the contact between coordinates user and the service broker, and wherein said instruction makes calculation element when being carried out by calculation element:
Acquisition is to the request of service broker's information;
Produce service broker's information through communicating by letter with one or more service brokers and confirming from service broker's information of one or more proxy responses;
Make the service broker's information that is produced with relevant to the request of service broker's information; And
Use the service broker's information that is produced that request is responded.
The computer-readable medium of clause 55. clauses 54, wherein service broker's information comprises Agent Status, said Agent Status is represented the current availability with the service broker of telex network.
The computer-readable medium of clause 56. clauses 55, wherein Agent Status is based on the signal of availability that receives from the service broker.
The computer-readable medium of clause 57. clauses 54, wherein service broker's information comprises contact status, said contact status is represented the state of the contact between user and the service broker.
The computer-readable medium of clause 58. clauses 54, wherein service broker's information be included in contact between user and the service broker set up after to service broker's response of user inquiring.
The computer-readable medium of clause 59. clauses 54, wherein service broker's information discerns uniquely that service broker's information is relative to each other with each identifier to the request of service broker's information and with relevant to the request of service broker's information through making.
The computer-readable medium of clause 60. clauses 59 also comprises the one or more of correlation between stores service proxy information, identifier and the identifier.
All processes described herein may be embodied in the software code module of being carried out by one or more all-purpose computers or processor, or via said software code module full automation.Code module can be stored in the computer-readable medium or other computer memory device of any kind.Some or all of methods can be embodied in the dedicated computer hardware alternatively.In addition, can in hardware, software, firmware or its combination, realize at parts as referred to herein.
Conditional statement is for example except also having " can (can) ", " can (could) ", " maybe (might) ", " can (may) " unless otherwise specified other; Otherwise be understood to be in as in the normally used background, other embodiment does not comprise some characteristic, element and/or step to pass on some embodiment to comprise.Therefore; Such conditional statement is not used for usually hinting that characteristic, element and/or step are needs to one or more embodiments by any way; Or one or more embodiments must be included in the logic that is used to determine under the situation that is with or without user input or prompting, and no matter whether these characteristics, element and/or step are comprised maybe and will be performed in any specific embodiment.
Any process prescription, element or piece in this paper description and/or flow chart illustrated in the accompanying drawings should be understood that module, fragment or the part of possibility representative code, and this code comprises the one or more executable instructions that are used for realizing during the course specific logic function or element.Optional realization can be included in the scope of embodiment described herein; Wherein element or function can by deletion, with shown in or the reversed discussed ground carry out; Comprise in fact simultaneously or, depend on related function with opposite order, as it will be appreciated by those skilled in the art that.
Should stress that can much change and revise above-mentioned embodiment, element wherein should be understood to be in the middle of other acceptable example.Modification that all are such and change are defined as to be included in the scope of the present disclosure and by following claim at this paper and protect.

Claims (16)

1. one kind is used for the system with the service communications between agents the user, comprising:
Keep the data storage of one or more user interface templates; And
With the computing equipment that said data storage is communicated by letter, said computing equipment operation comes:
Obtain first request to first user interface from said user, said first user interface comprises Agent Status, and wherein said Agent Status representes to get in touch one or more service brokers' of said user current availability;
Obtain first user interface templates from said data storage; Generation comprises said first user interface of said first user interface templates and said Agent Status, and wherein said Agent Status obtains from the contact service of communicating by letter with one or more service brokers; And
Said first user interface is offered said user to be used for showing.
2. system as claimed in claim 2, wherein said computing equipment is also operated:
From said user receive to service broker's second request of getting in touch;
Obtain second user interface templates from said data storage;
Generation comprises second user interface of said second user interface templates, and wherein said second user interface makes user contact infonnation can be submitted to said computing equipment; And
Said second user interface is offered said user to be used for showing.
3. the system of claim 1, wherein said Agent Status is based on the usability feedback from said service broker.
4. the system of claim 1, wherein the contact between said user and said service broker by telephone number, Email, SMS message, instant message, published or puted up other people electronic information of watching of cause and one or more execution in the video messaging.
5. computer implemented method that is used to be convenient to the communication between user and the service broker comprises:
Under the control of one or more institutes configuring computer system:
From the contact service request broker state of communicating by letter with one or more service brokers, said Agent Status is represented the current availability with the service broker of said telex network;
To offer said user from the said Agent Status that said contact service receives;
Request is got in touch with the service broker's, and said association request comprises user contact infonnation; And
In response to the user contact infonnation that is submitted to said contact service the contact status that receives from said contact service is offered said user.
6. computer implemented method as claimed in claim 5, wherein said Agent Status are at least in part based on the usability feedback from said service broker.
7. computer implemented method as claimed in claim 5, wherein the contact between said user and said service broker by telephone number, Email, SMS message, instant message, published or puted up other people electronic information of watching of cause and one or more execution in the video messaging.
8. system that is used for the contact between coordinates user and the service broker, said system comprises:
Generation is used to be shown to the network-based services of user's user interface, and said user interface comprises service broker's information;
Store the data storage of said service broker's information; And
With the contact service that said network-based services is communicated by letter, said contact service operation comes:
Receive electronic request from said network-based services to service broker's information;
Obtain said service broker's information from the contact distribution system, wherein said contact distribution system produces said service broker's information through communicating by letter with one or more service brokers and confirming from said service broker's information of one or more proxy responses;
The service broker's information that is obtained is offered said network-based services; And
At least the part of the service broker's information that is received is stored in the said data storage.
9. system as claimed in claim 8, wherein said request to service broker's information comprises the request to Agent Status, said Agent Status is represented the current availability with the said service broker of said telex network.
10. system as claimed in claim 8, wherein said request to service broker's information comprises that distich is the request of state, said contact status is represented the state of the contact between said user and the said service broker.
11. system as claimed in claim 8, wherein said contact service also operate from said contact distribution service and obtain to act on behalf of branch's identifier, the said branch's identifier of acting on behalf of is discerned the contact between said agency and the said content distribution service uniquely.
12. a system that is used for the contact between coordinates user and the service broker, said system comprises:
Data storage;
With the contact service that said data storage is communicated by letter, wherein said contact service operation comes:
Acquisition is to the request of service broker's information; And
Use responds the request to service broker's information from the response of contact distribution system, and wherein said contact distribution system produces service broker's information through communicating by letter with one or more service brokers and confirming from said service broker's information of one or more proxy responses.
13. system as claimed in claim 12, wherein said Agent Status is signaled the availability to said contact distribution system based on the proxy user interface that uses said contact distribution system by one or more service brokers.
14. a computer implemented method that is used for the contact between coordinates user and the service broker, said method comprises:
Under the control of one or more institutes configuring computer system:
Acquisition is to the request of service broker's information;
Produce said service broker's information through communicating by letter with one or more service brokers and confirming from said service broker's information of one or more proxy responses;
Make the service broker's information that is produced relevant with said request to service broker's information; And
Use the service broker's information that is produced that request is responded.
15. computer implemented method as claimed in claim 14, wherein said service broker's information comprises Agent Status, and said Agent Status is represented the current availability with the said service broker of said telex network.
16. computer implemented method as claimed in claim 14, wherein said service broker's information are through making the identifier of discerning said service broker's information and said each in the request of service broker's information uniquely and being relative to each other and relevant with said request to service broker's information.
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CA2771704C (en) 2017-11-07
KR101781056B1 (en) 2017-10-23
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EP2471249A1 (en) 2012-07-04
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