System and methods for call decisioning in a virtual call center integrating telephony with computers
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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Apr 22, 2003
Grant Date -
N/A
app pub date -
Jul 9, 1999
filing date -
Jul 9, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
An apparatus and methods for a call routing system is disclosed whereby the call routing service provider is associated with a series of partners. By providing a system supporting not only the main user, but also the partners, efficiencies are gained through cost-spreading. Agents can be qualified to field calls for multiple business entities. Cross-selling and proactive servicing based on caller demographic and profile data can be effectuated. The system employs a centralized or global bank of shared Interactive Voice Response (IVR) units so that unnecessary post-routing and call site interflow are reduced. The system comprises a central server system that interfaces with a long distance provider so that route requests are received, caller data is retrieved from one or more databases, routing and handling strategies are developed, load balancing is effectuated, and calls are appropriately routed to one of a plurality of geographically separated call center systems with queues staffed by agents. Each call center system is designed to support various queues, and agents may be qualified or assigned to various queues based on their skill sets and skill levels.
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