Invention Grant
US09077803B2 System for facilitating loosely configured service worker groups in a dynamic call center environment
有权
用于在动态呼叫中心环境中促进松散配置的服务工作组的系统
- Patent Title: System for facilitating loosely configured service worker groups in a dynamic call center environment
- Patent Title (中): 用于在动态呼叫中心环境中促进松散配置的服务工作组的系统
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Application No.: US14161643Application Date: 2014-01-22
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Publication No.: US09077803B2Publication Date: 2015-07-07
- Inventor: Petr Makagon , Herbert Willi Artur Ristock , Dan Kikinis
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Christie, Parker & Hale, LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51 ; G06Q10/06
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
- US20140205078A1 SYSTEM FOR FACILITATING LOOSELY CONFIGURED SERVICE WORKER GROUPS IN A DYNAMIC CALL CENTER ENVIRONMENT Public/Granted day:2014-07-24
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