Method and apparatus for proactively sending a message

Details Method and apparatus for proactively sending a message Method and apparatus for proactively sending a message

H - Electricity

04

L

H04L 12/16 (2006.01) H04M 3/487 (2006.01) H04M 3/493 (2006.01) H04M 3/51 (2006.01) H04M 3/42 (2006.01)

Patent

CA 2428910

Contact centres are typically arranged to receive incoming contacts from customers and act accordingly. That is, the customer initiates contact with the contact centre. More recently, a need has arisen for contact centres to be able to initiate communication with customers. For example, to inform a customer that his or her flight has been cancelled and offer that customer the option to take part in an interactive communication session to book a new flight. A communications system such as a contact centre is interfaced with a business system such as customer relationship management system. In this way messages can be proactively sent to users.

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