Patent · US Active

System and method for automated call distribution

US8249245B2 · kind B2 · utility

217Cited by

39References

53Claims

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	Aug 14, 2008
Grant date	Aug 21, 2012
Priority date	—
Expiry date	Feb 6, 2031

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.