Context Aware Contact Center

[pchainho]

Actors

A Service Provider is a subscriber of a Context Aware Contact Center Application provider.

The Contact Center Application provider uses a Business Communication Service provider.

Alice is a Identified End-user Consumer that is a customer of the Service Provider.

Alice is a Identified Consumer that is a subscriber of a Communication Service provider that is different from the CSP used by the Contact Center app.

Bob is a Anonymous Consumer that is not a customer of the Service Provider. Bob is a subscriber of a Communication Service provider that is different from the CSP that provides the Contact Center app.

Pre-condition

#84 Service Provider has subscribed CSP Contact Center app
#84 Alice is a customer of Service Provider
#81 Alice is registered with her CSP
#81 Bob is registered with his CSP
#81 Service Provider Contact Center agents are registered with CSP Contact Center service
#93 Contact Center agents are using Business Identities

Description

• Alice setup a conversation with the Customer Care contact center service according to H2H inter-domain Manageable Conversation #2 or H2H inter-domain Conversation with different CSPs and external IdPs #95
• Access of Alice context by Customer Care contact center service is subject to authorisation by Alice identity management policies setting the level of access of Alice context data can be provided to
• Agent is selected according to its availability, knowledge about Alice (e.g. Alice Account Manager) and Alice context (eg location, web pages accessed)
• During Conversation, Agent can use Alice account data and context to provide a better customer care service

Variant 1

• During Conversation, new Agents can be added or removed to conversation.

Variant 2

• Other agents can participate as monitoring participants, that can exchange data and talk among them without being noticed by the Customer.

Variant 3

• Bob setup a conversation with the Customer Care contact center service as anonymous participant according to H2H Partial Anonymous Conversation #85
• Contact center service asks permission to have access to Bob context eg location
• Agent is selected according to its availability and Bob context eg location, web pages accessed

Variant 4

• Customer Care contact center service takes the initiative to setup a conversation with Alice taking into account her context.

Differentiation - market relevance

Very relevant for Business Communications

[Yudani]

From our experience with WebRTC click to call button for customer care support, part of the contextual information is available for the contact center with no need to give access (IP address, language that you are using to navigate, referral to reach the site, language by default of the browser, type of browser/device,...) Should be include the possibility to have access to part of the contextual info without permission in this scope?

[pchainho]

I would say yes even if as a citizen I don't agree with it. At least it should be possible to have this behavior ruled by Legal laws from regulators. In these situations, the end-user should be also informed about how his contextual info is being used.