Patent ID: 9565311
Date: 2017-02-07
CPC Classifications: G06F,G06Q,H04M

Claim:
1. A method of operating a multimedia contact center, the method comprising the steps of: (a) receiving a communications session in one of a plurality of communications media; (b) obtaining media-specific information relating to the communications session; (c) sending a plain text search request by a computer-telephony system to a non-relational search engine to perform a search based at least on the media-specific information; (d) receiving a set of ranked search results from the non-relational search engine, the set of search results ranked by the search engine; and (e) using the ranked set of results from the search engine to route the communications session to a contact center agent and to determine an advertisement to be delivered via the communications session to at least one participant of the communications session.