Customer communication service system
US7428303B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 6, 2006 |
| Grant date | Sep 23, 2008 |
| Priority date | — |
| Expiry date | Aug 29, 2026 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports to the telephone network and a global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system a novel algorithm for skill based matching the attributes of multiple media events to the attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent available to customers.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.