Customer communication service system
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Sep 12, 2006
Grant Date -
Sep 27, 2001
app pub date -
Jan 8, 2001
filing date -
Jan 7, 2000
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports to the telephone network and a global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system a novel algorithm for skill based matching the attributes of multiple media events to the attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent available to customers.
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