Web-content aware automatic call transfer system and process for mobile users and operators

Abstract

The Web customer contact system is based on distributed execution of service logic programs that can be dynamically altered based on changing business needs. The distributed and dynamic program modification makes the Web customer contact system scalable and customization to the most demanding business operation needs. For example, existing workflow based GUI programming tool, which only support centralized specification, down load and execution of routing rules for incoming calls in a contact center. The new system WCC system can allow user to specify a set of service logic program (SLP) can be dynamically attached to any distributed 'addressable entities' in the WCC system. The addressable entities can be a user, an agent, an email box, a work group, IVR system, or a department web site. The addressable entities can be located anywhere that can be reached by internet address (an URL or other types of identities). The SLP associated with the addressable entities can be dynamically downloaded from the 'home' location of the SLP. The SLP allows a business to define the way of handling customer's messages such as call, chat and email in a flexible and programmable way using an open specification interface such as, XML technology.