CN102498707B - For the system and method for customer contact - Google Patents

Abstract

The product paid close attention to shown in the user interface that user's identifiable design of personal computing devices provides in network service, and be intended to obtain more information.One or more electronic contact request can be submitted to and the contact service contacting distribution system and communicate by user, to obtain more information.Contact distribution system determines the accurately real-time availability of service broker, and the user contact infonnation that the communication between client and agency is provided according to user is set up.

Description

For the system and method for customer contact

Background technology

In the society day by day networked, user continually usage data network performs the various tasks in person performed in the past.Such as, user can use his or her computing equipment to buy product from network retailer.In another example, user can use bank service to check account balance, Pay Bill, arranges to transfer accounts.As a result, the provider of network service faces with the much pre-sales of its client and contacts after sale.A large amount of callings during the system of such as call center is developed as centralized upgradeable mechanism, to process in various contact background---comprising such as sales and marketing marketing contact, technical support and book keeping operation---.But call center has various shortcoming.

Such as, the availability of call center agent is generally based on predetermined hour.But, predetermined hour of contact availability relatively easily may to dissimilate step or out-of-date relative to actual agent availability.Such as, special event (such as, vacation), time variations, network interruption, staffing too much/each availability that may affect agency in the mode do not reflected in usability area per hour such as under-staffing.As a result, the availability of call center agent may be reported to user improperly, makes potentially to wish that the user that contact call center is acted on behalf of loses heart.

Accompanying drawing explanation

Aforementioned aspect and a lot of subsidiary advantages will more easily be realized, and are better understood because these aspects and advantage will become by reference to the detailed description below understanding by reference to the accompanying drawings, wherein:

Fig. 1 is the schematic block diagram of the illustrative contact service communicated with call distribution system for the contact between management of consumer and customer service agent;

Fig. 2 is the block diagram of the operating environment of Fig. 1, its illustrate in response to consumer user end equipment to comprise Agent Status user interface request and the contact service of contact status is provided to website;

Fig. 3 is the illustrative user interface comprising Agent Status for being presented on consumer user end equipment.

Fig. 4 A is the block diagram of the operating environment of Fig. 1, and it illustrates the contact service returning contacting identifiers in response to consumer user end equipment pair and contacting of customer service agent to website and accord with;

Fig. 4 B is the block diagram of the operating environment of Fig. 1, and it illustrates and returns for submitting the user interface of user contact infonnation to and returning to the website at customer service agent interface to contact service to consumer user end equipment;

Customer contact information to be submitted to the illustrative user interface of website for the user that enables be presented on consumer user end equipment by Fig. 5;

Fig. 6 A is the block diagram of the operating environment of Fig. 1, and it illustrates the contact distribution services attempting to contact client in response to receiving customer contact information;

Fig. 6 B is the block diagram of the operating environment of Fig. 1, and it illustrates and returns contact status for being shown to the contact distribution services of user;

Fig. 7 A and Fig. 7 B is the illustrative user interface for enabling user watch contact status shown on consumer user end equipment;

Fig. 8 A is the block diagram of the operating environment of Fig. 1, and it illustrates the agent client equipment produced the response of customer queries;

Fig. 8 B is the block diagram of the operating environment of Fig. 1, and it illustrates the proxy response and the agent client equipment of contact status renewal for being shown to client that return customer queries; And

Fig. 9 is the illustrative user interface for enabling agency watch contact status and other contact session information produced on agent client equipment.

Embodiment

The aspect of the usual description of the present disclosure user related to network service (such as, website) provides the up-to-date information of the pin-point accuracy of the availability about service broker.Other aspect of the present disclosure relates to the contact be convenient between user and service broker.User can be called client by embodiment discussed below, and service broker is called customer service agent.But can understand, user is not limited to client, and can comprise any user of network service.

In this respect, the contact service received the availability of customer service agent and the customer seeks to the contact with customer service agent (CSA) is described.Such as, use the product paid close attention to that client's identifiable design of client's computing equipment such as personal computer is provided by network service, and may wish to communicate with CSA about paid close attention to product.This network service can be to provide the interested goods of client, service or information anything.Therefore, network service can comprise network retailer, such as to client sell for those retailers of the product bought, amusement and/or information network source (such as, network encyclopedia, media are shared), enable user share the network social networking service etc. of content each other.In one embodiment, client can use his or her computing equipment carry out ROL request-online agent availability and contact with service broker.

As described in more detail below, these customer seeks can be directed to contact service via network service.Request can be submitted to contact distribution system for generation of response by contact service.These responses can be obtained by contact service, and are submitted to network service for being shown to client.Such as, network service can produce merge these response user interfaces be used for being shown to user.

More specifically, contact distribution system to communicate with one or more CSA, to determine agent availability and to determine the proxy response to customer queries.Contact distribution system can set up the contact between client and CSA based on the customer contact information being provided to contact service further, and to the state that contact service report contacts.Because contact distribution system directly can determine CSA availability from CSA, the out-of-date or incorrect probability of agent availability information returned by contact distribution system is very low.Therefore, agent availability information accurately can be provided to client.

In a nonrestrictive example, network service can be the network retail service that the website of such as selling music and video via website realizes.Use personal computing devices, client's identifiable design is shown the product paid close attention to of the network retail service display of cause, such as film.Except the product that identification is paid close attention to, client can also have the one or more problems about film, and such as how film is transported.Client can submit the request to the user interface (such as, webpage) comprised about the information contacted with CSA to from his personal computing devices to the website of merchant services.Such as, client can submit the request of the user interface to display Agent Status to.

This request can be sent to again contact service for response from website.Contact service can communicate to obtain real-time Agent Status with contacting distribution system, and it turns back to website.Website can produce the webpage of asking according to the Agent Status returned, and is shown to client for the computing equipment by client.

Agent Status can be stored or buffer memory by contact service further within the limited time, to reduce the frequency request of Agent Status being directed to contact distribution system.Such as, if another customer seeks is about the help of the same film within the limited time period, then contact service can return the Agent Status determined in the past, instead of new request is submitted to contact distribution system.

In another non-limiting embodiment, customer contact information can be submitted to website by client.Customer contact information can enable contact distribution services initiate between customer service agent and client communication when being provided to content distribution service.Customer contact information can comprise about client can the information of any communication mode.

Association request---comprises customer contact information---can be submitted to contact service.Customer contact information can be submitted to contact distribution system again by contact service.Contact distribution system can be attempted to use contact details to contact client, and corresponding contact status is returned to contact service.The contact status returned can be supplied to website by contact service, realizes the preparation comprising another user interface of contact status, for being shown to client.In a further non-limiting embodiment, once contact is set up between client and service broker, contact service just can divide journey to transmit customer queries and proxy response between service broker and client.

In further embodiment, contact service and contact distribution system can produce and/or use extra information, so that the reception of coordinates user association request and response between website and contact distribution system and transmission.In one example in which, be called that the unique identifier of contacting identifiers symbol (contact ID) can be produced by the contact service for identifying customer contact request, and with website and consumer user end collaborative share.

In another example, contact distribution services can produce and store the one or more identifiers identifying uniquely and produced by contact distribution system.Contact distribution services can produce the first identifier being called contacted branches (contactleg) identifier (contacted branches ID), to be identified in the contact produced between contact distribution system and client.Contact distribution services also can produce the second identifier being called and acting on behalf of branch identifier (acting on behalf of branch ID), to be identified in the contact produced between contact distribution system and agency in response to the contact produced between contact distribution system and client.These identifiers can be provided to contact service by contact distribution services, and contact service can make contacted branches ID further and act on behalf of branch ID and to contact ID relevant, and store contacted branches ID, act on behalf of branch ID and correlation.

When setting up contact between CSA and client, contact service can make these identifiers relevant to other selected information produced further when setting up contact, and stores these identifiers and correlation further.By this way, the request from client contacts relevant by contact service and contact distribution system with correct, enables contact service and contact the response that distribution system produces suitably to be sent to by client website in use.

With reference to figure 1, show the embodiment of the operating environment 100 for the contact from client being distributed to automatically customer service agent (CSA).In operating environment 100, client can use consumer user end equipment 160 and the network communication for service realized via website 154.Website 154 can maintain or produce one or more user interfaces that can be shown by consumer user end equipment 160.Just in case client has the problem of information about display in the one or more user interfaces 156 provided by website 154 or inquiry, the information that client can use user interface 156 to ask about customer service agent, and if necessary, the communication of request and customer service agent.To CSA information and and CSA the request contacted can with the communication contacting distribution system 120 in be directed to contact service 150, as discussed in more detail below.

To recognize, a lot of parts described below are optional, and the embodiment of system 100 can or can nonjoinder parts.Parts need not be different or discrete.Parts can be reorganized within system 100.Can in the single physical server comprising all subsystems described below expression system 100, or alternatively, system can be divided into multiple physical server.

Contact service 150 and website 154 is each may be embodied in multiple parts, each parts perform the example of corresponding contact service 150 or website 154.The server or other calculating unit that realize contact service 150 or website 154 can comprise network interface, memory, processing unit and computer-readable medium drive, and wherein all parts communicate with one another by communication bus.Network interface provides connection by network 110 and/or other network or computer system.Processing unit can carry out communication back and forth with the memory comprising the program command that processing unit performs, to operate contact service 150 or website 154.Memory generally includes RAM, ROM and/or persistence and additional storage.

Consumer user end equipment can comprise any communication equipment of the user interface that can show from website 154, such as PC, telephone booth, thin-client, home computer and special or embedded machine.Other example can comprise desktop or flat computer, personal computer, personal digital assistant (PDA), mixing PDA/ mobile phone, mobile phone, E-book reader, Set Top Box etc.

Website 154 can communicate to transmit the customer seeks contacted to CSA with consumer user end equipment 160.Request can comprise the request to CSA information, include but not limited to the Agent Status of the present availability representing the CSA communicated with client, represent the contact status of the state of the contact between client and customer service agent and the proxy response to customer queries in response to the request to contact.

The form of the user interface (UI) 156 produced by website 154 can be taked in certain embodiments to the response of customer seeks.Use the CSA information obtained from contact service 150 can produce user interface 156.User interface 156 can produce from template user interface in certain embodiments further.Such template user interface can be maintained by website 154 and/or contact service 150, the data storage communicated with website 154 and combining.In other embodiments, website 154 and/or contact service 150 also can produce the proxy user interface 111 used by SCA, as discussed in more detail below.

Website 154 can communicate to obtain CSA information with contact service 150 further.As discussed in more detail below, the association request received from website 154 is submitted to contact distribution system 120 by contact service 150, and response is turned back to website 154.Contact service 150 can store the out of Memory produced at least partially and when responding to the customer seeks in stores service 152 of CSA information further.

The description of the illustrative embodiment of contact distribution system 120 can be the 12/192nd of " SYSTEMANDMETHODFORAUTOMATEDCALLDISTRIBUTION " the at title, find in No. 067 U.S. Patent application, the full content of this patent is incorporated to thus by reference.System 120 can comprise customer contact module (CRM) 101, contact controller service 102, connection control device 103 and measurement service 104, wherein eachly can represent in hardware, software, or a combination thereof.System is responsible for distribution, route and the connection between maintenance consumer user end equipment 160 and CSA.As described below, connection can in customer initiated call 105, foundation between CSA phone 106 and agent client equipment 107.System 100 is connected to client and agency by telephony carrier 108 and 109 and data medium 110.

In alternative embodiments, phone 105,106 can be supplemented with other communication agency and/or be 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 of viewing and computing equipment of video messaging of cause.Contact distribution system 120 connects user client device 160 and agent client equipment 107 by one or more network 110, as is known to persons skilled in the art.

In one embodiment, CRM101 makes contact distribution system 120 can manage and the contacting and relation of its client.CRM101 can be made up of several database (not shown), and can have to what directly and indirectly manage other relevant system with customer contact and link (not shown).Such as, as described below, CRM101 can maintain and/or comprise the Customer Information used by CSA.

The customer call and other function that 102 process enter served by contact controller, includes but not limited to: tracking agent state/availability (that is, its agency can be used for the customer call that process enters); Specific CSA or type of call are maintained to (possible out-of-order) the Boolean query (not shown) (although hanging up client can be connected to media services 112) hanging up client; Routing call, that is, make available agent mate with the customer call entered; And the information that the operation by telephone subsystems (103 and subsidiary parts) produces is forwarded to measurement service 104.

Measurement service 104 is generally connected to contact controller service 102.This service memory is about the information of customer contact and CSA.In addition, it can create report (such as SL report) based on real-time and historical data.Measurement service can provide information to contact controller service 102.

Connection control device 103 can use SIP signaling (voice IP technology) to process the structure handling call, expose and allow other system (such as, the service of contact controller) handle the function of calling out, and propagate telephone event by system 100.Customer initiated call can be connected 105 to proxy phone 106 by connection control device 103.Connection control device 103 can utilize following sub-systems: media server 112, interactive voice response (IVR) system 113 and call record device system 114.

Media server 112 can process to play under much different backgrounds in systems in which and notices and preserve the structure of music.Client can be connected to this server when they are placed in hang-up.This system can be connected to forward direction CSA broadcasting " speaking in a low voice " (that is, providing the introductory message of information) of client just at CSA.

Interactive voice response system 113 can be " robot ", and it transfers to the pre-treatment customer contact of active CSA sometimes client.IVR can obtain for routing call and/or by the preliminary information of type of call classification.

Relationship record device system 114 can record customer contact.Relationship record device can provide public interface to record the contact Anywhere occurring or occur in the past within system 100.

Two kinds of connections that CSA generally will have to system: the agent client equipment shown in 107 is connected with the phone shown in 106.Agent client equipment 107 can show user interface 111 to system 100, and can be any computing equipment.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 polar close).Alternatively, CSA can locate poling close to 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 away from system data center and other CSA.Agent client equipment can comprise the communication equipment that can show from contact distribution system 120 such as any type of PC, telephone booth, thin-client, home computer, special or embedded machine.Other example can comprise desktop or flat computer, personal computer, personal digital assistant (PDA), mixing PDA/ mobile phone, mobile phone, E-book reader, Set Top Box etc.

Similarly, proxy phone system 106 can comprise private telephone installation, VoIP equipment, complicated PBX system, existing phone etc. on traditional phone line.In some embodiments, proxy phone system 106 does not need to connect via PBX or other telephone switching system.And, in order to object of the present disclosure, one group of one or more CSA be no matter physically in integral type call center or data center or logically such as each other not physically hand-to-hand CSA all can be described as agent node.

CSA user interface 111 shows the content from contact controller service 102 or CRM101.Such interface can be the suitable application run on computers.Alternatively, it can show the webpage, browser, widget, small routine etc. that are produced by contact controller service 102 or CRM101 or otherwise provided.In further embodiment, CSA user interface 111 can show the webpage, browser, widget, small routine etc. that are produced by network service or otherwise provided.Link between content allocation system 120 and user interface 111 can by any one of many data mediums and agreement (comprising http protocol, HTTPS, instant message, distributed memory or suitably agreement or these combination) as medium.

The end user of client and the customer initiated call system respective call system 100 shown in 105.Such client can be connected to content allocation system 120 via of many telephony carrier 108.Such connection is also set up by newer non-traditional agreement such as SIP, HTTP, IRC, other instant message protocol etc.Client can use not expensive telephone plant, complicated PBX system or other communication mechanism any to be connected to system.

Fig. 2 is the block diagram of the operating environment of Fig. 1, and it illustrates that request comprises the client of the user interface from website 154 of the state of the CSA of website.Client can communicate with website 154 via the user interface 156 shown by consumer user end equipment 160, any network service provided with access websites 154.When client has problem or the query of display in one or more user interfaces 156 that website 154 provides, client can use user interface 156 to ask the state of the customer service agent of website.By this way, whether client's identifiable design CSA can be used for assisting.As shown in Figure 2, client can use consumer user end equipment 160 to submit request to the user interface comprising Agent Status to.

Such as, this request can comprise the request to the webpage comprising Agent Status.Request can be transferred to website 154, and website 154 is detected and to be responded required Agent Status to customer seeks, and submits Agent Status to contact service 150.

Contact service 150 is again to produce and the contact distribution services 120 returning Agent Status submits request to Agent Status to.In one embodiment, the real time availability of CSA is by producing by contacting distribution system 120 with the communication of CSA.Such as, in order to signal to notifications availability, CSA can from CRM user interface 111 pressing key computer 107 or select user interface control.Contact controller service 102 such as can initiate the calling to CSA by the telephone system 106 of CSA via connection control device 103 thereafter.CSA can answer this calling so that he or she prepares and can accept the calling from client to notifications with signal.

If do not have client etc. to be serviced, 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 (such as, having lunch or drinking coffee) from availability to unavailability, CSA can hang up the telephone simply.Notify that to the connection of the cut-out of connection control device 103 or selected down state available signal to contact controller service 102 and CRM101 CSA is just indicating him or she no longer to can be used for carrying out customer contact (or CSA due to the fault in such as network by mistake from system shutdown).

If crm system 101 is out of order, then CSA may not press or click user interface control with signal to notifications availability, or when CSA does not click user interface control, CSA may not enter in upstate, therefore not receipt of call.The interactive voice that some embodiments can comprise based on telephone system is applied, and permission CSA is signaled its availability by its telephone system 106 by it.

To recognize, the operation of connection to system of opening of mourning in silence is dispensable.In alternative embodiments, CSA signals availability by the control of access in user interface 111 or another equipment.When contacting controller 102 and having the client being connected to CSA, contact controller 102 can then indicate connection control device 103 to be such as connected to it by the telephone plant 106 calling out CSA.

Advantageously, by being placed on CSA by the burden signaling availability, contact distribution system maintains the real-time instruction of the pin-point accuracy of CSA availability always.Contrary with determining the static mechanism such as hours run of Agent Status, this real time availability height is adapted to the change on agent availability, and provides the almost instant renewal to Agent Status.Therefore, Agent Status is that out-of-date probability is very low when being provided to client, meets client and expect (such as, low latency during contributing to guaranteeing any contact subsequently between client and CSA, CAS has suitable technical ability and helps client, etc.).

The Agent Status turning back to contact service 150 can be submitted to website 154 further for being finally shown to client.When receiving Agent Status, website 154 can produce the user interface of the Agent Status that client asks.The user interface produced then can be provided to and comprise consumer user end equipment 160 for being shown to client.

Fig. 3 illustrates an embodiment of the user interface 300 comprising Agent Status be presented on consumer user end equipment 160.User interface 300 is produced by website www.xyz.com, and comprises for selling in the first window 302 and assisting the product of the information in the second window 320.User interface 300 also can comprise the biographic information 304 (if website 154 can be used) about client, such as customer name.User interface 300 also can comprise the image 306 of paid close attention to product (such as, object D), and about from website 154 can the extra purchase details of object.Such as, buy details and can comprise the title of object 310, price 312, grade 314, the instruction 316 of the available inventory of product that describes and pay close attention to.Those skilled in the art will recognize that, the purchase details shown in Fig. 3 is illustrative, and extra or different purchase details can be included in user interface 300.

The help window 320 of user interface 300 also can comprise instruction Agent Status congratulatory words 322, to the contact details of CSA324 and contact user Interface Control 326.In one example in which, Agent Status can be indicated as " available " or " disabled ".When Agent Status is " available ", client can use contact user Interface Control 326 to contact CSA.Select contact user Interface Control 326 association request can be submitted to the website 154 that contact is set up in short time period.Such contact user Interface Control is usually called " clicking to call out " controls.

In certain embodiments, when Agent Status is " disabled ", contact user Interface Control 326 can not exist with user interface 300.Therefore, user interface 300 can be provided by website 154, not have CSA be used in the communication of current time and do not have communication to be accepted to client's instruction.Contact user Interface Control 326 also can be provided in user interface 300, provides can be made to contact the contact details of client for the time afterwards by CSA to enable client.Select contact user Interface Control 326 can submit association request to website 154, when CSA is available, website 154 enables the contact time afterwards set up.

Fig. 4 A illustrates the block diagram of the operating environment 100 of Fig. 1, and it illustrates the association request being submitted to website 154.Client can determine that when receiving the Agent Status in the user interface such as shown in Fig. 2 she wishes to communicate with CSA.Such as can be controlled client's submission of 326 by the contact selected in user interface 300 to the request of contact CSA.When receive ask continuously time, website 154 is submitted to contact service 150 by the request of contact identifier (contact ID).Contacting identifiers symbol identifies the identifier contacted the user asked of contact service uniquely.As discussed in more detail below, the information produced during setting up the process of the contact between client and CSA can accord with relevant to contacting identifiers.This correlation makes contact service 150 can correctly identify the information relevant to association request, so that the response being suitable for association request turns back to website 154.When receiving contact ID request, contact service 150 produces contact ID and contact ID is turned back to website 154.

After website 154 receives contact ID, website 154 is continued to produce in the response and is distributed one or more user interface.Fig. 4 B illustrates the block diagram of the operating environment 100 of Fig. 1, and it illustrates the websites response of the reception to contact ID.In one aspect, website 154 can produce the proxy user interface 111 used by CSA.Website 154 can make proxy user interface 111 further and to contact ID relevant, and is provided to contact service 150 by each.When the contact between client and CSA is set up, contact service 150 can storage agent user interface be used for using with contact ID later.

On the other hand, website 154 can produce and be made for submitting to for setting up the user interface with the customer contact information contacted of CSA by client.Website 154 can make this user interface further and to contact ID relevant, and is provided to consumer user end equipment 160 by each.By this way, the contact details submitted to by client subsequently to contact ID relevant, can guarantee contact service 150 correctly in response to the association request from consumer user end equipment 160.

Fig. 5 is that contact details are submitted to the user interface 500 of website 154 by the client that enables be presented on consumer user end equipment 160.User interface 500 can comprise the identifier relevant to website 154.Such as, identifier 502 can comprise figure, mark etc.User interface 500 also can comprise the instruction 504 making client's inputting contact information, such as, " please input your contact details below ".It is one or more that contact details can comprise in the time 512 of the country 506 of client, telephone number 510 and contact client.

The time 512 provided in user interface 500 can change according to Agent Status.When Agent Status is " available ", client can input any contact time, the present availability of reflection CSA.When Agent Status is " disabled ", client can be limited to the selected time.Such as, " first is available " time range or proposed time can be comprised to the selection option of time 512 in these cases.The amount that time range or proposed time can be selected from current time offset in one embodiment, the current of availability of reflection CSA lacks.

Can understand, replace or except the user account of such as e-mail address discussed above, instant message address and another network service, also can submit other customer contact information to.Client submits contact details to by the selection of user interface control 514.

When displayed, the user interface realizing the input of customer contact information such as shown in Figure 5 can make for inputting his or her contact details by client, to continue the process contacting CSA.Fig. 6 A is the block diagram of the operating environment 100 of Fig. 1, and it illustrates the website 154 customer contact information being submitted to website 154 and being used for contacting with CSA.As shown in Figure 6A, this submission also can comprise by the contact ID produced before contact service 150 for contacting.Contact details and contact ID are submitted to contact service 150 by website 154 further, and this information is delivered to again contact distribution services 120 by it.

Contact distribution services 120 also can attempt to use the customer contact information received from contact service 150 to contact client.In one embodiment, contact distribution services 120 may not set up and the contacting of client.Such as, the contact details being provided to contact distribution services 120 may be invalid, or network problem may be forbidden setting up contact.In other embodiments, contact distribution services can successfully set up and the contacting of client.The example of successful contact can comprise telephone bell as call try client and client's answer calls is attempted.Do not perform in other embodiment of contact at phone, the confirmation that the electronic information that the example of successful contact can comprise instant message, SMS message, video messaging or other form is successfully received.

When carrying out contact and attempting, contact status can be turned back to contact service 150 by contact distribution services 120.Fig. 6 B is the block diagram of the operating environment 100 of Fig. 1, and it illustrates the contact distribution services 120 contact status being turned back to contact service 150.Contact status represents the state in response to the contact of request between client and customer service agent to contact.When successful contact is implemented, contact distribution services 120 also can produce contacted branches identifier (contacted branches ID) and contacted branches identifier is turned back to contact service 150.Contacted branches ID can represent the identifier of the successful contact identified uniquely contact distribution system 120.When successfully contact is implemented, contact distribution services 120 also can produce acts on behalf of branch identifier (acting on behalf of branch ID).Act on behalf of branch ID and can turn back to contact service 150 and agent client equipment 107.Contacted branches ID can represent the identifier of the contact uniquely between recognition agent and contact distribution services.

When receiving contacted branches ID, when acting on behalf of branch ID and contact status, contact service 150 can make this information and to contact ID relevant together with proxy user interface, and is stored in each in stores service 152.By this way, contact service 150 can make the received information for being transferred to contact distribution system 120 to suitable contact relevant.Such as, as described below, use the customer queries that the specific contact identifiable design maintained by contact distribution system 120 uses consumer user end equipment 160 to produce by client.

Also as shown in Figure 6B, contact status can be transferred to website 154 further.In website 154, the user interface comprising contact status can be produced.As mentioned above, in use or the user interface producing when user interface templates and reconfigure can not used.Once be produced, the user interface comprising contact status just can be transferred to consumer user end equipment 160 for being shown to client.

Contact status also dynamically can change during the communication process between client and CSA.When state changes, the renewable contact status relevant to contacted branches ID of contact distribution system 120, and the contact status of renewal is provided to contact service 150.When making contacted branches ID relevant to contacting ID before contact service 150, the contact status that contact service 150 identifiable design will use suitable contact to be updated.Contact service 150 can the contact status of storage update further, and provides the contact status of renewal to website 154.Website 154 can produce again the user interface of the renewal of the contact status comprising renewal for being shown by consumer user end equipment 160.

Various contact status can be shown to client to reflect the contact status of change.The example of contact status can include but not limited to connect, be connected, keep and terminate.When contacting distribution services and attempting to contact with user, connection status can be instructed to.Such as, dialling after customer initiated call number but before client picks up the telephone, connection status can be shown to client.After group customer initiated call number and client pick up the telephone, the state of being connected can be indicated.After client picks up the telephone but client is placed in hang-up by CSA or contact distribution services 120, hold mode can be indicated.After set up contact is such as stopped by client or CSA, done state can be indicated.Can understand, discuss these contact status as an example, and other state can be returned by contact distribution system 120 ad lib.

In another embodiment, instead or after client is placed in hang-up, the contact (such as, can call back to client) between client and CSA can again be initiated period afterwards.In one example in which, client can be returned to the option again initiating to contact instead of the user interface being placed in hang-up are provided.In another example, after client is placed in the hang-up one section selected duration, display can be provided again to initiate the user interface contacted to client.In another example, instead client is placed in hang-up, or after client is placed in the hang-up one section selected duration, can automatically again initiates period afterwards with contacting of client.

Can be determined and the contacting by the time of again initiating of client by various different mechanism.In one example in which, contact can by contact distribution services 120 and/or CSA at any time (such as, the first available CSA) or be ranked time window (such as, from first time contact time 24 hours in) again initiate.In another example, the time again initiating to contact can be ranked (such as, passing through user interface) by client.(such as, when automatically) time is initiated in contact again, can provide the estimation when can again initiating to contact to client to client's appointment.

Fig. 7 A and 7B is presented on the user interface 700,712 of display on consumer user end equipment 160, and consumer user end equipment 160 shows contact status to client.Fig. 7 A illustrates the user interface 700 producing to client's display " connection status ", and Fig. 7 B illustrates the user interface 712 produced to client's display " being connected state ".As discussed about Fig. 5 above, user interface 700,712 can comprise the selected identity relevant to website 154 and accord with 502.Such as, identifier 502 can comprise figure, mark etc.User interface 700,712 also can comprise the instruction 704,714 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 permission client and terminate the user interface control contacted such as 710,712 with CSA.

User interface 700,712 also can show client may other contact status of the interested communication about them and CSA.In one example in which, if client communicates with CSA, then the contact status of the duration of the communication between indicating user and CSA can be shown to client.In another example, if client is connected to contact distribution services 150 but does not also communicate with CSA, then the contact status that instruction client waits for the duration communicated with CSA and/or the estimated time communicated with CSA can be shown.

Once successfully establish contact between client and CSA, client just can continue to communicate with CSA.Such as, client may wish to ask one or more inquiry to CSA.Fig. 8 A is the block diagram of the operating environment 100 of Fig. 1, and it illustrates submits customer queries to by client.Such as, can to the user interface that user show use text, voice and video realizes the submission of customer queries.Such as, user interface such as 700,712 can be revised to realize the submission of text, voice and/or video input further.In certain embodiments, customer queries can be used to submit contact ID further to.Customer queries and contact ID can be submitted to website 154, and wherein they are submitted to contact service 150 subsequently.

Contact service 150 can receive customer queries, and the proxy user interface produced before identifying according to the contact ID be stored in stores service 152.Proxy user interface and contact ID and act on behalf of branch ID can fetch from stores service 152 and be provided to contact distribution services 120 so that the proxy response to customer queries.Customer queries, proxy user interface and act on behalf of branch ID also can via contact distribution services 120 be forwarded to agent client equipment 107.Act on behalf of branch ID can help to act on behalf of the contact identified belonging to customer queries, be convenient to the generation returning proxy response.

Proxy response can comprise the response of any type being suitable for customer queries.In one embodiment, can provide and the proxy response inquiring about identical relationship type.Such as, if customer queries is about the shipment of product, proxy response can be transmitted in call.Can use further and inquire about different relationship types to provide proxy response.Such as, the customer queries of the shipment about product is submitted in supposition in call further, can transmit proxy response, and extra instruction can be posted to electronically the e-mail address of the selection of client in call.

After CSA is responded and is submitted to customer queries, 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 turning back to consumer user end equipment 160.Where necessary, proxy response can be used to provide contact status to upgrade.Such as, client can submit the inquiry needing CSA to obtain the extraneous information to response to.Under these circumstances, CSA can respond, more information necessarily response, and contact status can change to " maintenances " for " being connected ", remain active, but CSA will not be response, until extra information is acquired to reflect to contact.In another example, proxy response can terminate contact.Under these circumstances, CSA can provide it finally to respond, and contact status can change to " end " from " being connected ".Can proxy response be used further to provide and act on behalf of branch ID, with relevant the contacting of the response identified to act on behalf of.

Proxy response and state updating turn back to contact service 150.As mentioned above, when receiving proxy response and state updating, the contact status of renewal is also stored in stores service 152 by the renewable contact status of contact service 150.Contact service 150 can provide proxy response and state updating to website 154 further.As mentioned above, can produce when using or do not use user interface templates the user interface comprising proxy response and state updating.Once be produced, the user interface comprising proxy response and state updating just can be transferred to consumer user end equipment 160 for being shown to client.

Fig. 9 illustrates the illustrative proxy user interface 900 that can show customer queries 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 customer contact.As mentioned above, this information can be maintained by CRM101, before communicating with CSA with the initial period of customer contact during determined by IVR, and/or can be provided by website 154.The example of client's configuration file can include but not limited to client's biographic information (such as, name, age, position etc.) and website 154 history (such as, browsing histories, purchase history etc.) or contact distribution services (such as, preceding contact history).Browsing histories can comprise the product that client browses on website 154 within the selected duration (such as, one day, a week, one month etc.) from contact.The illustrative page view 904 of the user interface 900 shown in Fig. 9 can comprise the view of user interface, and client submits its association request to from this user interface.Such as, page view 904 can comprise biographic information 304, the image 306 of product paid close attention to, the title of object 310, price 312, grade 314, the instruction 316 of the available inventory of product that describes and pay close attention to.

Contact status window 906 can comprise contact status display 322 and the control 912,914 for managing contact.In one example in which, contact status display 322 can show the identical contact details to client's display, is convenient to CSA and knows contact details about client.Control 912,914 and can comprise retentive control 912 and finishing control 914.As mentioned above, where necessary, these controls can be used in conjunction with its response by CSA.

Clause 1. 1 kinds, for being convenient to the system of the contact between the user of network service and the service broker of network service, comprising:

With the contact service providing Agent Status to communicate with the customer service agent of contact status, described Agent Status represents the present availability with the service broker of telex network, and described contact status represents the state of the contact between user and service broker; And

The computing equipment communicated with contact service, described computing equipment operation comes:

Ask to produce first user interface in response to user, wherein first user interface comprises Agent Status, and enables to be submitted to computing equipment to the request of the contact between user and service broker, and wherein Agent Status obtains from contact service;

Ask generation second user interface in response to the user of contact, wherein the second user interface comprises and enables user contact infonnation be submitted to computing equipment;

Received user contact infonnation is submitted to contact service; And

Produce the 3rd user interface, wherein the 3rd user interface comprises the contact status obtained from contact service in response to submitted to user contact infonnation.

The system of clause 2. clause 1, wherein first, second, and third user interface is configured to be shown to user.

The system of clause 3. clause 1, wherein to comprise in the user account of telephone number, e-mail address, instant message address and another network service one or more for contact details.

The system of clause 4. clause 1, the contact wherein between user and service broker is performed by one or more in telephone number, Email, SMS message, instant message, the electronic information being published or put up other people viewing of cause and video messaging.

The system of clause 5. clause 1, wherein first user interface also comprises for the contact user Interface Control by being submitted to computing equipment to the request of the contact between user and service broker.

Clause 6. 1 kinds, for the system user and service communications between agents, comprising:

Maintain the data storage of one or more user interface templates; And

The computing equipment communicated with data storage, computing equipment operation comes:

Obtain the first request to first user interface from user, first user interface comprises Agent Status, and wherein Agent Status represents the present availability of one or more service brokers of contact user;

First user interface template is obtained from data storage; Produce the first user interface comprising first user interface template and Agent Status, wherein Agent Status obtains from the contact service with one or more service broker communication; And

First user interface is supplied to user and is used for display.

The system of clause 7. clause 6, wherein computing equipment also operates:

Receive from user and ask with service broker's contact second;

The second user interface templates is obtained from data storage;

Produce the second user interface comprising the second user interface templates, wherein the second user interface makes user contact infonnation be submitted to computing equipment; And

Second user interface is supplied to user and is used for display.

The system of clause 8. clause 7, wherein computing equipment also operates:

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 represents contacting of user and service broker;

Produce the 3rd user interface comprising contact status; And

3rd user interface is supplied to user and is used for display.

The system of clause 9. clause 6, wherein first user interface also comprises for the contact user Interface Control by being submitted to computing equipment to the request of the contact between user and service broker.

The system of clause 10. clause 8, wherein computing equipment also operates to produce proxy user interface for being shown to service broker in the period that contacts with user.

The system of clause 11. clause 6, wherein Agent Status is based on the usability feedback from service broker.

The system of clause 12. clause 6, wherein network service comprises network retailer.

The system of clause 13. clause 6, wherein to comprise in the user account of telephone number, e-mail address, instant message address and another network service one or more for contact details.

The system of clause 14. clause 6, the contact wherein between user and service broker is performed by one or more in telephone number, Email, SMS message, instant message, the electronic information being published or put up other people viewing of cause and video messaging.

Clause 15. 1 kinds, for being convenient to the computer implemented method of the communication between user and service broker, comprising:

Under the control of one or more configured computer system:

From the contact service request broker state with one or more service broker communication, described Agent Status represents the present availability with the service broker of telex network;

The Agent Status received from contact service is supplied to user;

Request contacts with service broker's, and association request comprises user contact infonnation; And

In response to the user contact infonnation being submitted to contact service, the contact status received from contact service is supplied to user.

The computer implemented method of clause 16. clause 15, also comprises in response to user's inquiry and provides service broker to user.

The computer implemented method of clause 17. clause 15, wherein Agent Status is at least in part based on the usability feedback from service broker.

The computer implemented method of clause 18. clause 15, wherein to comprise in the user account of telephone number, e-mail address, instant message address and another network service one or more for contact details.

The computer implemented method of clause 19. clause 15, the contact wherein between user and service broker is performed by one or more in telephone number, Email, SMS message, instant message, the electronic information being published or put up other people viewing of cause and video messaging.

Clause 20. 1 kinds of codings have by service broker's information displaying to the computer-readable medium of the instruction of user, and wherein said instruction makes calculation element when being performed by calculation element:

From the contact service request broker state with one or more service broker communication, described Agent Status represents the present availability with the service broker of telex network;

The Agent Status received from contact service is supplied to user;

Receive the request contacted with service broker, described association request comprises user contact infonnation;

Obtain contact status from contact service, wherein said contact status represents the state of the contact between user and service broker; And

Agent Status is provided to user.

The computer-readable medium of clause 21. clause 20, also comprises in response to user's inquiry and provides service broker to user.

The computer-readable medium of clause 22. clause 20, wherein Agent Status is at least in part based on the usability feedback from service broker.

The computer-readable medium of clause 23. clause 20, wherein to comprise in the user account of telephone number, e-mail address, instant message address and another network service one or more for contact details.

The computer-readable medium of clause 24. clause 20, the contact wherein between user and service broker is performed by one or more in telephone number, Email, SMS message, instant message, the electronic information being published or put up other people viewing of cause and video messaging.

Clause 25. 1 kinds of systems for the contact between coordinates user and service broker, described system comprises:

Produce the network service of the user interface for being shown to user, user interface comprises service broker's information;

The data storage of storage service agent information; And

With the contact service of network communication for service, contact service operation comes:

From the electronic request of network service reception to service broker's information;

Obtaining service broker's information from contact distribution system, wherein contacting distribution system by determining that the service broker's information from one or more proxy response produces service broker's information with one or more service broker communication;

Obtained service broker's information is supplied to network service; And

Received service broker's information is stored in data storage at least partly.

The system of clause 26. clause 25, wherein comprises the request to Agent Status to the request of service broker's information, and Agent Status represents the present availability with the service broker of telex network.

The system of clause 27. clause 25, wherein comprises the request to contact status to the request of service broker's information, and described contact status represents the state of the contact between user and service broker.

The system of clause 28. clause 25, wherein contact service also operates to produce contacting identifiers symbol, and wherein contact service identification is from network-service broker to the request of contact service.

The system of clause 29. clause 27, wherein contact service also operates and obtains contacted branches identifier from contact distribution services, and contacted branches identifier identifies the contact status of contact distribution services uniquely.

The system of clause 30. clause 25, wherein contact service also operates and obtains act on behalf of branch identifier from contact distribution services, acts on behalf of the contact of branch identifier uniquely between recognition agent and content distribution service.

Clause 31. 1 kinds of systems for the contact between coordinates user and service broker, described system comprises:

Data storage;

The contact service communicated with data storage, wherein contact service operation comes:

Obtain the request to service broker's information; And

Using the response from contact distribution system to come in response to the request to service broker's information, wherein contacting distribution system by determining that the service broker's information from one or more proxy response produces service broker's information with one or more service broker communication.

The system of clause 32. clause 31, wherein service broker's information comprises Agent Status, and described Agent Status represents the present availability with the service broker of telex network.

The system of clause 33. clause 32, wherein Agent Status is signaled to based on the proxy user interface using contact distribution system the availability contacting distribution system by one or more service broker.

The system of clause 34. clause 31, wherein service broker's information comprises contact status, and described contact status represents the state of the contact between user and service broker.

The system of clause 35. clause 34, wherein contact service operates the request received the service broker's information comprising user contact infonnation, and wherein contact status at least in part based on the state of the contact using user contact infonnation to produce between user and service broker.

The system of clause 36. clause 25, wherein service broker's information is included between user and service broker and responds the service broker of user's inquiry after foundation contact.

The system of clause 37. clause 31, wherein contact service also operates to obtain the identifier identifying the request to service broker's information and the response to described request uniquely.

The system of clause 38. clause 37, wherein contact service also operates to produce contacting identifiers symbol, and described contacting identifiers symbol identifies the request to service broker's information and the response to described request uniquely.

The system of clause 39. clause 38, wherein said contact service also operates and obtains contacted branches identifier from contact distribution services, and described contacted branches identifier identifies the response of the request to service broker's information uniquely.

The system of clause 40. clause 37, wherein contact service also operates and obtains contacted branches identifier from contact distribution services, and described contacted branches identifier is identified in the contact between agency and content distribution service uniquely.

The system of clause 41. clause 38, wherein contact service also operates contacting identifiers symbol to be relative to each other, so that corresponding response easy to use comes in response to the request to service broker's information with contacted branches identifier.

The system of clause 42. clause 37, wherein contact service also operates in response to the request of service broker's information being carried out at least one with the user profile received of location identifier.

The system of clause 43. clause 35, wherein contacts distribution system by one or more contacts realizing between user and service broker in telephone number, Email, SMS message, instant message, the electronic information being published or put up other people viewing of cause and video messaging.

The system of clause 44. clause 43, wherein contact status comprises user and waits for and duration of service broker communication.

The system of clause 45. clause 43, wherein contact status comprises connection status, is connected at least one of state and suspended state.

The system of clause 46. clause 43, the contact wherein between user and service broker can be initiated the time afterwards again.

Clause 47. 1 kinds is for the computer implemented method of the contact between coordinates user and service broker, and described method comprises:

Under the control of one or more configured computer system:

Obtain the request to service broker's information;

By determining that the service broker's information from one or more proxy response produces service broker's information with one or more service broker communication;

Make produced service broker's information relevant to the request of service broker's information; And

The service broker's information produced is used to respond to request.

The computer implemented method of clause 48. clause 47, wherein service broker's information comprises Agent Status, and described Agent Status represents the present availability with the service broker of telex network.

The computer implemented method of clause 49. clause 48, wherein Agent Status is based on the available signal received from service broker.

The computer implemented method of clause 50. clause 47, wherein service broker's information comprises contact status, and described contact status represents the state of the contact between user and service broker.

The computer implemented method of clause 51. clause 47, wherein the contact be included between user and service broker of service broker's information responds the service broker of user's inquiry after setting up.

The computer implemented method of clause 52. clause 47, wherein service broker's information is by making to identify uniquely service broker's information and to be relative to each other with each identifier of the request to service broker's information and relevant to the request of service broker's information.

The computer implemented method of clause 53. clause 52, also comprise storage service agent information, correlation between identifier and identifier one or more.

Clause 54. 1 kinds of codings have the computer-readable medium of the instruction of the contact between coordinates user and service broker, and wherein said instruction makes calculation element when being performed by calculation element:

Obtain the request to service broker's information;

By determining that the service broker's information from one or more proxy response produces service broker's information with one or more service broker communication;

Make produced service broker's information relevant to the request of service broker's information; And

The service broker's information produced is used to respond to request.

The computer-readable medium of clause 55. clause 54, wherein service broker's information comprises Agent Status, and described Agent Status represents the present availability with the service broker of telex network.

The computer-readable medium of clause 56. clause 55, wherein Agent Status is based on the available signal received from service broker.

The computer-readable medium of clause 57. clause 54, wherein service broker's information comprises contact status, and described contact status represents the state of the contact between user and service broker.

The computer-readable medium of clause 58. clause 54, wherein the contact be included between user and service broker of service broker's information responds the service broker of user's inquiry after setting up.

The computer-readable medium of clause 59. clause 54, wherein service broker's information is by making to identify uniquely service broker's information and to be relative to each other with each identifier of the request to service broker's information and relevant to the request of service broker's information.

The computer-readable medium of clause 60. clause 59, also comprise storage service agent information, correlation between identifier and identifier one or more.

All processes described herein may be embodied in the software code module performed by one or more all-purpose computer or processor, or via described software code module full automation.In the computer-readable medium that code module can be stored in any type or other computer memory device.Some or all of method can be embodied in dedicated computer hardware alternatively.In addition, can realize in hardware, software, firmware or its combination at parts as referred to herein.

Conditional statement such as also has inter alia " can (can) ", " can (could) ", " may (might) ", " can (may) " unless otherwise specified, otherwise be understood to be in as in normally used background, to pass on that some embodiment comprises and other embodiment does not comprise some feature, element and/or step.Therefore, it is needs to one or more embodiment by any way that such conditional statement is not used to hint feature, element and/or step usually, or one or more embodiment must be included in logic for determining when being with or without user's input or prompting, and no matter whether these features, element and/or step are included in any specific embodiment maybe will be performed.

Describe herein and/or any process prescription, element or block in flow chart illustrated in the accompanying drawings should be understood to may the module of representative code, fragment or part, this code comprises the one or more executable instructions for realizing specific logic function or element during the course.Optional realization can be included in the scope of embodiment described herein, wherein element or function can deleted, with reversed order that is shown or that discuss perform, comprise in fact simultaneously or in reverse order, depend on involved function, as the skilled person will appreciate.

Should emphasize, can much change above-mentioned embodiment and revise, element wherein should be understood to be in the middle of other acceptable example.All such amendments and change to be defined as herein and be included in the scope of the present disclosure and protected by claim below.

Claims (9)

1., for a system for the contact between coordinates user and service broker, described system comprises:

Produce the network module of the user interface for being shown to user, described user interface comprises service broker's information;

The data storage of described service broker's information is stored in first time period; And

With the Connection Module of described network module communication, described Connection Module operation comes:

The electronic request to service broker's information is received from described network module;

Described service broker's information is obtained from described data storage when receiving described electronic request in described first time period;

Described service broker's information is obtained from contact distribution system when receiving described electronic request after described first time period, with one or more service broker communication, wherein said contact distribution system is by determining that the described service broker's information from one or more proxy response produces described service broker's information, and wherein said Connection Module is also configured to temporarily be stored in described data storage in described first time period at least partially by obtained service broker's information; And

Obtained service broker's information is supplied to described network module.

2. the system as claimed in claim 1, the wherein said request to service broker's information comprises the request to Agent Status, and described Agent Status represents the present availability with the described service broker of described telex network.

3. the system as claimed in claim 1, the wherein said request to service broker's information comprises the request to contact status, and described contact status represents the state of the contact between described user and described service broker.

4. the system as claimed in claim 1, wherein said Connection Module also operates to obtain from described contact distribution system acts on behalf of branch identifier, and described branch identifier of acting on behalf of identifies contact between described service broker and described contact distribution system uniquely.

5., for a system for the contact between coordinates user and service broker, described system comprises:

Data storage, it is configured in first time period temporarily storage service agent information;

The Connection Module communicated with described data storage, wherein said Connection Module operation comes:

The request to service broker's information is received from user;

Described service broker's information is obtained from described data storage when receiving described request in described first time period; And

Use the response from contact distribution system to respond request to service broker's information when receiving described request after described first time period, and provide the response of the request to service broker's information to described user, with one or more service broker communication, wherein said contact distribution system is by determining that the described service broker's information from one or more proxy response produces service broker's information.

6. system as claimed in claim 5, wherein said Agent Status is signaled to the availability of described contact distribution system by one or more service broker based on the proxy user interface using described contact distribution system.

7., for a computer implemented method for the contact between coordinates user and service broker, described method comprises:

Under the control of one or more configured computer system:

The request to service broker's information is received from user;

Obtain described service broker's information when receiving described request in first time period from data storage, wherein said data storage is configured in described first time period temporarily storage service agent information;

When receiving described request after described first time period by producing described service broker's information with one or more service broker communication, wherein determine described service broker's information according to one or more proxy response;

Make produced service broker's information relevant to the described request to service broker's information; And

By providing produced service broker's information to user, request is responded.

8. computer implemented method as claimed in claim 7, wherein said service broker's information comprises Agent Status, and described Agent Status represents the present availability with the described service broker of described telex network.

9. computer implemented method as claimed in claim 7, wherein said service broker's information is by making to identify uniquely described service broker's information and to be relative to each other to the identifier of each in the request of service broker's information with described and relevant to the described request to service broker's information.