Method and apparatus for maintaining dynamic queues in call centers using social network information
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United States of America Patent
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Oct 16, 2012
Grant Date -
Feb 4, 2010
app pub date -
Jul 30, 2008
filing date -
Jul 30, 2008
priority date (Note) -
In Force
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Abstract
In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.
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