Method and system for enterprise service balancing
US6744877B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Mar 8, 1999 |
| Grant date | Jun 1, 2004 |
| Priority date | — |
| Expiry date | Mar 8, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/493
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system for processing an enterprise's incoming customer communications on the basis of the enterprise's business objectives. An enterprise service balancer distributes work based upon enterprise resources and immediate resource availability. The enterprise service balancer provides an instantaneous best possible service for a customer communication (e.g., a call) by matching the customer communication with the most appropriate available resource in the enterprise, as a whole, in accordance with the enterprise's definition of best service. The enterprise service balancer may refrain from moving media for a customer communication to an identified resource until after determining that the identified resource accepts the customer communication for further processing. The enterprise service balancer looks for an enterprise resource having a specific skills set when the enterprise receives a customer communication requiring the specific skills set. The enterprise service balancer operates in conjunction with enterprise resources as diverse as call center agents, back office agents, and robotic call processing applications. The back office agents, such as technical staff memb…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.