Systems and methods for routing callers to an agent in a contact center
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United States of America Patent
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Apr 30, 2013
Issued Date -
N/A
app pub date -
Dec 9, 2008
filing date -
Jan 28, 2008
priority date (Note) -
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Abstract
Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
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