Premises enabled mobile kiosk, using customers' mobile communication device

Abstract

A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

What is claimed is: 
     
         1 - 30 . (canceled) 
     
     
         31 . A method, comprising:
 receiving a contact at a contact center;   analyzing a premises tag associated with the contact, wherein the premises tag is generated based on a physical location;   determining a change in treatment of the contact based on the analysis of the premises tag.   
     
     
         32 . The method of  claim 31 , wherein the physical location is within a larger physical location that is also identified in the premises tag during the analyzing of the premises tag. 
     
     
         33 . The method of  claim 32 , wherein the larger physical location comprises multiple physical locations within the larger physical location, and wherein the physical location is one of the multiple physical locations. 
     
     
         34 . The method of  claim 31 , wherein the change in treatment is different than a second change in treatment based on a second physical location that is different than the physical location. 
     
     
         35 . The method of  claim 31 , wherein the change in treatment is to establish a communication on an expedited basis. 
     
     
         36 . The method of  claim 35 , wherein the communication is established based on the physical location. 
     
     
         37 . The method of  claim 36 , wherein the communication is with a person carrying a mobile kiosk located substantially at the physical location. 
     
     
         38 . The method of  claim 31 , wherein the change in treatment is a change in queuing of the contact at the contact center. 
     
     
         39 . The method of  claim 38 , wherein the change in queuing is moving the contact from an initial queue position to a queue position that will be serviced prior to the initial queue position. 
     
     
         40 . The method of  claim 38 , wherein the change in queuing is moving the contact from a first assigned queue to a different queue. 
     
     
         41 . The method of  claim 36 , wherein the premises tag identifies the contact as a premises-based contact such that the contact center marks the contact as originating from the physical location. 
     
     
         42 . The method of  claim 31 , further comprising:
 determining an exact location of a person associated with the contact within the physical location.   
     
     
         43 . The method of  claim 42 , wherein the person comprises a customer. 
     
     
         44 . The method of  claim 42 , wherein the person comprises an employee associated with the physical location. 
     
     
         45 . A system, comprising:
 a server;   a microprocessor; and   a computer readable medium comprising instructions that are executable by the microprocessor and enable the server to:
 receive a contact at a contact center; 
 analyze a premises tag associated with the contact, wherein the premises tag is generated based on a physical location; 
 determine a change in treatment of the contact based on the analysis of the premises tag. 
   
     
     
         46 . The system of  claim 45 , wherein the contact is associated with location data, and wherein the location data is determined based on the premises tag. 
     
     
         47 . The system of  claim 45 , wherein the instructions further enable the server to:
 determine a first skill requirement of an agent associated with the contact center based on the premises tag; and   provide the change in treatment using the first skill requirement.   
     
     
         48 . The system of  claim 46 , further comprising:
 providing directions to a mobile kiosk associated with the contact, wherein the directions are to a location of interest within the physical location and based on the location data.   
     
     
         49 . The system of  claim 45 , wherein the premises tag comprises an identifier of the physical location, wherein the identifier is associated with a database, and wherein the association assists the contact center to determine the change in treatment. 
     
     
         50 . The system of  claim 45 , further comprising:
 an image processor that receives images or videos of a person associated with the contact that are suitable for transmission to the contact center.