Systems and methods for routing cross-channel calls
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United States of America Patent
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Sep 23, 2014
Grant Date -
N/A
app pub date -
Jan 21, 2014
filing date -
Nov 13, 2008
priority date (Note) -
In Force
status (Latency Note)
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Abstract
Activities performed by a client at a site of an organization are monitored and stored in an activity database. A call is thereafter received from the client at a telephone system of the organization, which performs an identification of the client. The identification is provided to a cross-channel router as a request for a prediction on where the call from the client should be routed, and the router indexes into the activity database based on the identification of the client to obtain the monitored activity of the client. The router employs predicting rules and the obtained activity to generate a prediction of client needs, and returns the generated prediction to the telephone-based system, which presents prioritized telephone prompts to the client according to the returned prediction to help in routing the call.
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