Managing communications in a call center

Details Managing communications in a call center Managing communications in a call center

2006-10-24

2006-10-24

Hong, Harry S. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265070, C379S265090, C379S266100

Reexamination Certificate

active

07127058

ABSTRACT:
A communications management tool for a call center maintains a record of threads of communications of diverse media types (e.g. voice calls, emails and faxes) relating to particular issues, and analyses new communications to automatically identify possible matches with existing threads. In this way the efficiency of the agents at the center is increased and the management of the call center can be provided with data recording agent performance and efficiency in dealing with particular issues.

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