System for creation and dynamic management of incoming interactions
US8259924B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 21, 2009 |
| Grant date | Sep 4, 2012 |
| Priority date | — |
| Expiry date | Mar 10, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5141
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A communications center system includes unsolicited inbound transaction traffic for routing to agents, one or more channels engaging visitors to the communication center other than interaction with a live agent, a profiling function for gathering information about the visitors to the communications-center, during the time the visitors are engaged in other than interaction with a live agent, a ranking function for ranking the visitors as to desirability for interaction, according to the information gathered, and an invitation function for sending invitations to transact to the visitors according to the ranking. The system monitors agent availability and the unsolicited inbound transaction traffic, and manages the invitation function to balance total traffic with agent availability.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.