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Method for integrating client WEB history and call center history into a single interaction history accessible in real time
Method for integrating client WEB history and call center history into a single interaction history accessible in real time
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机译:将客户端的WEB历史和呼叫中心历史集成到实时可访问的单个交互历史中的方法
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摘要
A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.
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