Method and apparatus for providing result-oriented customer serv

Details Method and apparatus for providing result-oriented customer serv Method and apparatus for providing result-oriented customer serv

1996-12-12

1999-10-05

Hong, Harry S.

Telephonic communications

Centralized switching system

Switching apparatus for connecting calling line to...

379216, 379266, 379355, H04Q 364, H04M 300, H04M 342

Patent

active

059636351

ABSTRACT:
The automated customer service system maintains and uses a list of available resources, such as an agent qualification profile, in conjunction with a customer sensitivity profile, to automatically assign available resources, such as agents, to the various campaigns. The agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The customer sensitivity profile contains information regarding the manner, time and date, and location for contact which are preferred by the customer. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which resources, such as agents, meet which requirements, and whether there are adequate resources to handle the requirements of concurrent campaigns. The strategy script also provides for assignment of the resources in accordance with a preplanned priority or procedure in the event that there are not adequate resources available.

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patent: 5790650 (1998-08-01), Dunn et al.

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