Other

Merijn Te Boolj

Vladimir Mezhibovsky

David H Anderson

William Edward James

Gregory Duclos

Ernesto Garcia Garcia

Anton Brazhnyk

Sonja Hoffman Hemelrijk

Vladislav Baranovsky

A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.

System and method for call and data matching in a contact center

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Burlingame, CA, United States of America

Merijn Te Boolj