Incontact Inc.

Sebastien Roland Mancel

Ashish Seth

Omkar Shrihari Joglekar

Tushar Deshmukh

Deepak Tiwari

Saiprasad Vyawahare

Salil Dhawan

Rahul Vyas

Mukesh Kumar Agarwal

Susmith Roy

Deshmukh Tushar Chandrakant

Pathak Amar Sureshrao

Dipjyoti Saikia

Joglekar Omkar Shrihari

Mirasdar Anand Vasudeo

Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.

Systems and methods for optimal channel selection

A computerized-method for providing an indication as to an availability of a communication-channel type that is used during an interaction with a customer, via a web app is provided herein. The computerized-method includes operating a communication-channel-type availability module that includes: receiving collected data of an interaction of an agent during an interaction with a customer, via a communication-channel-type from a communication manager module; operating one or more analyses on the collected data to yield a corresponding score of each analysis of the one or more analyses; calculating an availability-score of the communication-channel-type during the interaction, based on the score for each analysis of the one or more analyses; storing the calculated availability-score, in a data storage, as an availability-score of the agent, after the interaction ends; and displaying the availability-score as an indication to an availability of a communication-channel type, on a display unit, associated with the computerized system.

Real availability application

A computerized method for managing availability states of a user to communicate over multiple communication platforms may include a processor of a computerized system communicating with at least two communication platforms. The processor may be configured to detect a change in an availability state of a user to communicate over a first communication platform from the at least two communication platforms, upon detecting the change, to map availability states of the user to other communication platforms in the at least two communication platforms using a set of mapping rules indicating whether the user is available to manage communications over the other communication platforms, to synchronize the mapped availability states of the user with the other communication platforms, and to rerouting incoming communications to any of the other communication platforms to another user if the user is unavailable to manage the incoming communications based on the synchronized availability states.

Method and system for managing availability states of a user to communicate over multiple communication platforms

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Danville, CA, United States of America

Sebastien Roland Mancel