Customer-enabled evaluation and control of communication center agent contact
US9124696B2 · kind B2 · utility
1Cited by
5References
20Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | May 16, 2014 |
| Grant date | Sep 1, 2015 |
| Priority date | — |
| Expiry date | May 16, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with the rule set.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.