Transaction center for processing customer transaction requests

Details Transaction center for processing customer transaction requests Transaction center for processing customer transaction requests

1996-09-30

1999-05-11

MacDonald, Allen R.

Data processing: financial, business practice, management, or co

Automated electrical financial or business practice or...

Electronic shopping

705 11, 705 7, 705 9, 705 16, 36446815, G06F15/21

Patent

active

059038772

ABSTRACT:
A transaction center including a transaction processing platform having an automatic call distribution system for queuing customer transaction requests, for choosing an appropriate service agent according to information gathered about the transaction requests, and for determining when the appropriate service agent is available. Also provided is a transaction request server for receiving and storing the transaction requests. In operation, the message is first received and stored by the transaction request server. Next, the presence of the message is detected and in response thereto a signal is sent to the transaction processing platform. Finally, the message is sent to the appropriate service agent in response to a signal from the transaction processing platform indicating that the appropriate service agent is available to service the transaction request.

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Kerry W. Hassler, et al., Revolutionizing Definity Call Centers in the 1990s, AT&T Technical Journal, Jul./Aug. 1995, pp. 64-73.

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