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1. (WO2018044735) SYSTEM AND METHOD FOR HANDLING INTERACTIONS WITH INDIVIDUALS WITH PHYSICAL IMPAIRMENTS

Pub. No.:    WO/2018/044735    International Application No.:    PCT/US2017/048732
Publication Date: Fri Mar 09 00:59:59 CET 2018 International Filing Date: Sat Aug 26 01:59:59 CEST 2017
IPC: G06Q 50/30
G06Q 30/02
H04L 12/725
Applicants: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
Inventors: WILCOX, Brian
LEONARD, Colin Michael
RISTOCK, Herbert Willi Artur
Title: SYSTEM AND METHOD FOR HANDLING INTERACTIONS WITH INDIVIDUALS WITH PHYSICAL IMPAIRMENTS
Abstract:
A method for handling an interaction between an individual having a physical impairment and a customer contact center includes: detecting, by a processor, an interaction directed to a route point; determining, by the processor, whether the interaction is associated with an individual having a physical impairment; identifying, by the processor, a first resource of the contact center for handling the interaction, wherein the first resource is assigned an attribute indicative of being suitable for handling interactions with individuals having the physical impairment; ascertaining, by the processor, a presence of the first resource at a place enabled for handling interactions with individuals having the physical impairment; and transmitting, by the processor, a signal for routing the interaction to the first resource for servicing via the place, wherein in response to the signal, a communication session is established with a user device of the individual having the physical impairment.