Patent ID: 8929536
Filing Date: 2015-01-06
Classification: G06Q,H04M

Abstract:
1. A computer-implemented method for pivoting a customer among synchronous and asynchronous communication channels during a communication session, comprising: during a communication session with a customer, receiving via a communication connector a communication from the customer from a first communication channel, wherein the first communication channel is a public channel accessible and viewable by more than parties involved in the communication session; automatically determining one or more eligible second communication channels based on data related to the customer, said eligible second communication channels including synchronous and asynchronous communication channels, wherein the second communication channels are private channels accessible by only the parties involved in the communication session; enabling the customer to select one of the one or more eligible second communication channels during the communication session; and automatically pivoting the customer from the first communication channel to the selected one of the one or more eligible second communication channels during the communication session.