Method and apparatus for maintaining dynamic queues in call centers using social network information
US8290139B2 · kind B2 · utility
19Cited by
1References
27Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jul 30, 2008 |
| Grant date | Oct 16, 2012 |
| Priority date | — |
| Expiry date | Aug 16, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/655
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.