System and method for omni-channel notification and selection

• Main Authors: Subramanian, Rajeshkumar, Anandadoss, Praveen Kumar, Sivakumar, Venkatesh
• Format: Patent
• Language: English
• Published: 01.01.2019
• Subjects: ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; TELEPHONIC COMMUNICATION; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION

A system and method are presented for omni-channel notification and selection. A first party selects a first channel from a plurality of channels based on an estimated wait time for interaction with another party in a contact center or enterprise setting. The plurality of channels may comprise any m...