Method and apparatus for intelligent routing of incoming calls to representatives in a call center
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Sep 28, 2004
Grant Date -
N/A
app pub date -
Dec 29, 1999
filing date -
Dec 29, 1998
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method and apparatus is disclosed for specifically routing a call based on the profile of the caller, the profile of the call center representative, and for updating the system based on experience to provide for more accurate call routing. The system accesses customer profile information and/or customer service representative information, and comparing the customer's need to the representative skill sets and job functions. It ranks the customer service representatives that can best meet the customer needs. The system then proceeds to route the incoming call to the service representative that is most likely to successfully meet the customer's needs. The system performs a post-call routine to determine how successfully it matched the customer with the appropriate call center representative.
First Claim
Family
International Classification(s)
Cited Art Landscape
Patent Citation Ranking
Advertisement
Advertisement
Advertisement
Recipient Email Address
Recipient Email Address
Comment
Recipient Email Address
Add to Portfolio(s)
To add this patent to one, or more, of your portfolios, simply click the add button.
This Patent is in these Portfolios:
Add to additional portfolios:
Last Refreshed On:
Changes done successfully