Patent ID: 6886037

Claim:
A method for managing the cross-channel interactions of a customer, comprising: identifying a first interaction on a first channel and a second interaction on a second channel, wherein the first and second channels are different channels; identifying a customer associated with the interactions, wherein the interactions are occurring concurrently; recording a dialogue corresponding to the first and second interactions; using the dialogue to modify at least one of the interactions; identifying a first subject matter associated with the first interaction and a second subject matter associated with the second interaction; connecting a first service provider to the first interaction based upon the first subject matter and the first channel; connecting a second service provider to the second interaction based upon the second subject matter and the second channel; enforcing a plurality of business policies for each of the channels and each of the interactions; enforcing a plurality of customer profiles for each of the channels and each of the interactions; and alerting the first service provider to take a plurality of actions with the customer based upon the first interaction, the first channel, the first subject matter, the business policies, and the customer profiles.