Invention Grant
- Patent Title: System for facilitating loosely configured service worker groups in a dynamic call center environment
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Application No.: US15955347Application Date: 2018-04-17
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Publication No.: US10264123B2Publication Date: 2019-04-16
- Inventor: Petr Makagon , Herbert Willi Artur Ristock , Dan Kikinis
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51 ; G06Q10/06 ; H04M3/523

Abstract:
A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.
Public/Granted literature
- US20180234543A1 System for Facilitating Loosely Configured Service Worker Groups in a Dynamic Call Center Environment Public/Granted day:2018-08-16
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