发明申请
- 专利标题： METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION
- 专利标题（中）： 使用社交网络信息维护呼叫中心动态队列的方法和装置
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申请号： US12182743申请日： 2008-07-30
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公开(公告)号： US20100027778A1公开(公告)日： 2010-02-04
- 发明人: Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
- 申请人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
- 申请人地址： US CA San Jose
- 专利权人： Cisco Technology, Inc.
- 当前专利权人： Cisco Technology, Inc.
- 当前专利权人地址： US CA San Jose
- 主分类号： H04M3/00
- IPC分类号： H04M3/00
摘要：
In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.
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