Patent · US Active

Method and apparatus for determining customer routing in a call center

US8045696B1 · kind B1 · utility

2Cited by

2References

21Claims

0Family size

Assignee

Avaya Inc. · US

Inventors

Robin Donald Taylor · Danville, US
Robert Snyder · Kent, US

Key dates

Filing date	Oct 18, 2006
Grant date	Oct 25, 2011
Priority date	—
Expiry date	Aug 25, 2030

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/2011
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A method, apparatus and computer program product for determining customer routing in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to the customer in a communication session with the call center is evaluated and a determination made whether to transfer the customer to a generalist. The customer is transferred to a generalist when a result of the determining is that the customer should be transferred to a generalist and the customer is not transferred to a generalist and when the result of the determining is that the customer should not be transferred to a generalist.

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