Incontact Inc.

Tushar Deshmukh

Omkar Shrihari Joglekar

Sebastien Roland Mancel

Ashish Seth

Deepak Tiwari

Saiprasad Vyawahare

Salil Dhawan

Rahul Vyas

Mukesh Kumar Agarwal

Susmith Roy

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

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Pune, India

Tushar Deshmukh