Other

Avaya Inc.

Convergys Cmg Utah Inc.

Convergys Customer Management Group, Inc.

Daniel Keele Burgin

David L Young

William Randy Watler

Scott Moore Gosling

Michael Alan Bland

A system and method for displaying content in a browser window associated with an end-user is described. In one implementation, data that includes links is received from a content provider, each of the links is identified and encoded, and the received data along with the links are displayed in the end-user's browser window.

System and method for automated end-user support

To provide an enhanced customer service experience, various combinations of web searches, site-specific filtering tools and syndicated feed readers can be used to find relevant posts on the internet. Internal email, IM, phone, and the like can cooperate with an appropriately equipped expert-finding solution to assist with help in locating the experts qualified to respond to the post(s). The leveraging of RSS/Atom feeds or similar technology, content analysis, and contact center work distribution algorithms are leveraged to monitor the feeds from multiple sites and automatically distribute messages to appropriately skilled contact center agents. Each message discovered is analyzed to determine which contact center queue it is to be routed to, and then the contact center assigns it to an appropriate agent. This eliminates or significantly reduces the amount of manual searching and qualification of posts.

Treatment of web feeds as work assignment in a contact center

Growing community of inventors

Boulder, CO, United States of America

Daniel Keele Burgin