Patent · US Active

System and method for automated call distribution

US10348903B2 · kind B2 · utility

0Cited by

43References

20Claims

0Family size

Assignee

AMAZON TECHNOLOGIES, INC. · US

Inventors

Jon R. Jay · Seattle, US
Jeremy A. Dashe · Seattle, US
Yung-Chun Lin · Seattle, US
Kenneth C. Macfarlane · Lake Forest Park, US
Eric Samuel Stone · Seattle, US
Raymond Sharpe · Seattle, US
Nathan Brent Glissmeyer · Seattle, US

Key dates

Filing date	Sep 15, 2017
Grant date	Jul 9, 2019
Priority date	—
Expiry date	Sep 15, 2037

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/6018
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.