Invention Grant
US08290139B2 Method and apparatus for maintaining dynamic queues in call centers using social network information
有权
使用社交网络信息在呼叫中心维护动态队列的方法和装置
- Patent Title: Method and apparatus for maintaining dynamic queues in call centers using social network information
- Patent Title (中): 使用社交网络信息在呼叫中心维护动态队列的方法和装置
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Application No.: US12182743Application Date: 2008-07-30
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Publication No.: US08290139B2Publication Date: 2012-10-16
- Inventor: Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
- Applicant: Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
- Applicant Address: US CA San Jose
- Assignee: Cisco Technology, Inc.
- Current Assignee: Cisco Technology, Inc.
- Current Assignee Address: US CA San Jose
- Agent P. Su
- Main IPC: H04M3/00
- IPC: H04M3/00
Abstract:
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.
Public/Granted literature
- US20100027778A1 METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION Public/Granted day:2010-02-04
Information query
