Invention Application
- Patent Title: SYSTEM AND METHOD FOR CONTACT CENTER ROUTING OF A CUSTOMER BASED ON MEDIA CAPABILITIES
- Patent Title (中): 基于媒体能力的客户联络中心路由系统和方法
-
Application No.: US14291028Application Date: 2014-05-30
-
Publication No.: US20150350445A1Publication Date: 2015-12-03
- Inventor: Peter Flannery , Paul D'Arcy , Tony McCormack
- Applicant: Avaya Inc.
- Applicant Address: US CA Santa Clara
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US CA Santa Clara
- Main IPC: H04M3/523
- IPC: H04M3/523 ; H04M3/51
Abstract:
A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.
Public/Granted literature
- US09781268B2 System and method for contact center routing of a customer based on media capabilities Public/Granted day:2017-10-03
Information query
