System and method for dynamic call traffic routing
US10165121B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 18, 2016 |
| Grant date | Dec 25, 2018 |
| Priority date | — |
| Expiry date | Dec 21, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.