22-12-2016 дата публикации
Номер: US20160373581A1
Embodiments may include apparatuses, computer readable mediums, and methods to directly connect and engage a visitor to a custom website or application with an operator. In addition, an authentication of .visitor's identity entered into an inter-enabled device may be confirmed and carried through to a call center. In an embodiment, a dynamic phone number may be allocated to the visitor. The dynamic phone number may be displayed on the custom website in the visitor's browser when a visitor lands on the custom website or when the visitor authenticates his or her identity through the custom website. When a visitor calls the dynamic number from any device, the call may be directed from a back-end service to an Interactive Voice Response system (IVR), where the visitor may be connected to an operator without additional authentication steps. 1. A method of initiating an engagement session between a visitor of a custom website and an operator , the method comprising:allocating, by a back-end service, a dynamic phone number that is specific to the visitor;displaying, by the back-end service, a dynamic number on the custom website or application, such that is viewable on an internet-enabled device of the visitor;receiving, at an application program interface (API) endpoint, a call to the allocated dynamic phone number;identifying, by the back-end service, the visitor by the allocated dynamic phone number;assigning, by the back-end service, the visitor to an available operator;providing, by the back-end service, the operator with information about the visitor and the visitor's activity within the custom website or application gathered from an engagement service; andconnecting, by the back-end service, the visitor to the operator.2. The method of claim 1 , wherein the allocating the dynamic phone number that is specific to the visitor comprises:assigning a unique dynamic phone number from a list of available dynamic phone numbers, wherein the available dynamic phone numbers ...
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