Enhanced contact center architecture to support agent resource optimization
US8842820B2 · kind B2 · utility
2Cited by
5References
13Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Nov 16, 2009 |
| Grant date | Sep 23, 2014 |
| Priority date | — |
| Expiry date | Sep 29, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account. The second communication is routed to an agent based on the determining.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.