公开(公告)号：US20140074728A1

公开(公告)日：2014-03-13

申请号：US13793723

申请日：2013-03-11

申请人： Five9, Inc.

发明人： Edwin Margulies

IPC分类号： G06Q30/00

CPC分类号： G06Q30/01

摘要： A system for social care routing, prioritization and agent assistance for interfacing with a carrier network, a social listening device, a social network or proprietary social feedback apparatus, and a contact center and contact center database. Author postings, demographic information, sentiment, topical relevancy, and customer service requests and other data are used for prioritization, agent assistance and routing. A contact center database and a social network listening device or proprietary social feedback apparatus obtain information used in determining routing and tagging instructions. A user interface is connected to the system to accept configurable conditions for determining customer service instructions to the agents. A color-coded agent heads-up display for author and customer profiling and customer relationship management timeline is disclosed for effectively managing social posts and authors needing customer service assistance by agents at each target enterprise contact center.

摘要翻译： 用于与运营商网络接口的社会护理路由，优先级和代理协助的系统，社交听力装置，社交网络或专有社会反馈装置，以及联络中心和联络中心数据库。 作者发布，人口信息，情绪，主题相关性和客户服务请求以及其他数据用于优先排序，代理协助和路由。 联络中心数据库和社交网络聆听装置或专有社会反馈装置获取用于确定路由和标签指令的信息。 用户接口连接到系统以接受用于确定向代理商的客户服务指令的可配置条件。 披露用于作者和客户分析和客户关系管理时间表的彩色编码代理单元显示，用于有效管理社会职位和需要每个目标企业联络中心的代理商提供客户服务帮助的作者。