System and method for managing routing of customer calls to agents

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 10997506
SERIAL NO

17013312

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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Upon receiving an inbound call, a call management system retrieves from a customer database enterprise customer data associated with an identified customer. The customer database tracks prospects, leads, new business and purchasers of an enterprise. Enterprise customer data may include customer event data, activity event data and attributions data. The system retrieves customer demographic data associated with the identified customer. A group of agents is selected from a plurality of groups of agents based on retrieved enterprise customer data. A predictive model determines a value prediction signal for the identified customer, then classifies the identified customer into a first value group or a second value group. The system routes a customer call classified in the first value group to a first queue position, and routes a customer call classified in the second value group to a second queue position, for connection to an agent from the selected group of agents.

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Patent Owner(s)

  • MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Merritt, Sears Groton, US 50 228

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