BACKGROUND

1. Field of the Disclosure

This technology generally relates to methods and systems for performing customer service interactions, and more particularly to methods and systems for integrating and streamlining large number of customer service interactions to ensure efficient and accurate interaction servicing results.

2. Background Information

For a large corporate organization that has many customers, customer service is an important aspect of the business operation. Customers typically expect service requests to be handled in a timely and accurate manner, and if the corporate organization fails to provide such customer service, there may be a negative effect on the reputation of that organization.

Many customer service requests are performed online via the Internet. For such requests, it is important that the request be assessed and routed to the correct entity within the corporate organization, together with all of the relevant information that will be needed by the entity that will handle the request. However, the proper routing and handling of such requests may be complicated when the number of requests is large and the size of the corporate organization is large.

Accordingly, there is a need for a tool that integrates and streamlines the processing of customer service interactions in order to ensure efficient and accurate handling and resolution thereof.

SUMMARY

The present disclosure, through one or more of its various aspects, embodiments, and/or specific features or sub-components, provides, inter alia, various systems, servers, devices, methods, media, programs, and platforms for handling large number of customer service interactions to ensure efficient and accurate interaction servicing results.

According to an aspect of the present disclosure, a method for managing contact center interactions is provided. The method is implemented by at least one processor. The method includes: receiving, by the at least one processor from a servicing application, a request for a web application that implements a plurality of contact center functions; integrating, by the at least one processor, the web application into the servicing application; and displaying, by the at least one processor, a ribbon that includes information that relates to each of the plurality of contact center functions.

The method may further include embedding the ribbon in a user interface screen of the servicing application.

The ribbon may be displayed in a section of the user interface screen that is positioned adjacent to a task bar of the servicing application.

The plurality of contact center functions may include at least two from among a user status function that maintains an agent state and a channel activity state, a profile function that maintains agent profile information, a discovery function that provides information relating to available services and corresponding Uniform Resource Locators (URLs), a call function that relates to incoming and outgoing telephone calls, a notification function that establishes a web socket for events, and a queue function that relates to queue statistics.

Each of the plurality of contact center functions may be implemented as a respective cloud native microservice.

The web application may include a JavaScript software development kit that connects each respective cloud native microservice to a transaction processing application.

The method may further include using the JavaScript software development kit to manage connectivity to cloud microservices and to propagate received events to the servicing application.

The method may further include: activating at least one feature that corresponds to the received event; and displaying, in the ribbon, a respective image that relates to each of the activated at least one feature.

When the received event is an incoming call, the method may further include using the JavaScript software development kit to provide metadata associated with the call to the servicing application.

According to another aspect of the present disclosure, a computing apparatus for managing contact center interactions is provided. The computing apparatus includes a processor, a memory, a display, and a communication interface coupled to each of the processor, the memory, and the display. The processor is configured to: receive, from a servicing application, a request for a web application that implements a plurality of contact center functions; integrate the web application into the servicing application; and display, on the display, a ribbon that includes information that relates to each of the plurality of contact center functions.

The processor may be further configured to embed the ribbon in a user interface screen of the servicing application.

The ribbon may be displayed in a section of the user interface screen that is positioned adjacent to a task bar of the servicing application.

The plurality of contact center functions may include at least two from among a user status function that maintains an agent state and a channel activity state, a profile function that maintains agent profile information, a discovery function that provides information relating to available services and corresponding Uniform Resource Locators (URLs), a call function that relates to incoming and outgoing telephone calls, a notification function that establishes a web socket for events, and a queue function that relates to queue statistics.

Each of the plurality of contact center functions may be implemented as a respective cloud native microservice.

The web application may include a JavaScript software development kit that connects each respective cloud native microservice to a transaction processing application.

The processor may be further configured to use the JavaScript software development kit to manage connectivity to cloud microservices and to propagate received events to the servicing application.

The processor may be further configured to: activate at least one feature that corresponds to the received event; and display, in the ribbon, a respective image that relates to each of the activated at least one feature.

When the received event is an incoming call, the processor may be further configured to use the JavaScript software development kit to provide metadata associated with the call to the servicing application.

According to yet another aspect of the present disclosure, a non-transitory computer readable storage medium storing instructions for managing contact center interactions is provided. The storage medium includes executable code which, when executed by at least one processor, causes the at least one processor to receive, from a servicing application, a request for a web application that implements a plurality of contact center functions; integrate the web application into the servicing application; and display a ribbon that includes information that relates to each of the plurality of contact center functions.

When executed by the at least one processor, the executable code may further cause the at least one processor to embed the ribbon in a user interface screen of the servicing application.

