Intelligently routing customer communications
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United States of America Patent
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Jul 6, 2010
Grant Date -
May 11, 2006
app pub date -
Dec 20, 2005
filing date -
Dec 18, 2003
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
Communications are routed to an agent. An agent model is selected for each of a group of agents, based upon an identified modality of an incoming communication from a requester. An agent is determined corresponding to one of the selected agent models best matched to a requester corresponding to the incoming communication. A communication connection is established between the requester and the best matched agent.
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