Integrated work management engine for customer care in a communication system
US6690788B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 15, 2000 |
| Grant date | Feb 10, 2004 |
| Priority date | — |
| Expiry date | May 18, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/22
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present integrated work management engine for customer care orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise. This integrated work management engine brings together all types of disparate communication system components, applications and information storage systems so the business which provides the customer care via these systems can respond to their customer requests in a unified, efficient and effective manner. The integrated work management engine also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. The integrated work management engine accepts work through multiple access channels, where each work request is automatically mapped to a process flow that specifies the task associated with the handling of the particular work item. The integrated work management engine uses resource selection algorithms to select the customer agent who is best equipped to handle the next step of the work request where customer data is accessed, and customer case files are updated through the fulfillment process. The selected customer agent view…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.