WO2004114641A1 - Call processing system - Google Patents
Call processing system Download PDFInfo
- Publication number
- WO2004114641A1 WO2004114641A1 PCT/US2004/019117 US2004019117W WO2004114641A1 WO 2004114641 A1 WO2004114641 A1 WO 2004114641A1 US 2004019117 W US2004019117 W US 2004019117W WO 2004114641 A1 WO2004114641 A1 WO 2004114641A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- call
- agent
- agents
- service
- routing
- Prior art date
Links
- 238000012545 processing Methods 0.000 title claims abstract description 167
- 238000000034 method Methods 0.000 claims description 70
- 230000004044 response Effects 0.000 claims description 51
- 230000009286 beneficial effect Effects 0.000 claims description 25
- 230000008901 benefit Effects 0.000 claims description 10
- 230000000694 effects Effects 0.000 claims description 7
- 238000013179 statistical model Methods 0.000 claims description 6
- 230000000717 retained effect Effects 0.000 claims 1
- 230000008569 process Effects 0.000 description 10
- 230000006870 function Effects 0.000 description 8
- 238000004590 computer program Methods 0.000 description 7
- 238000010586 diagram Methods 0.000 description 6
- 230000009471 action Effects 0.000 description 5
- 238000004891 communication Methods 0.000 description 4
- 238000007418 data mining Methods 0.000 description 3
- 238000012546 transfer Methods 0.000 description 3
- 238000013459 approach Methods 0.000 description 2
- 238000012986 modification Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 230000003287 optical effect Effects 0.000 description 2
- 238000004519 manufacturing process Methods 0.000 description 1
- 230000008439 repair process Effects 0.000 description 1
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5233—Operator skill based call distribution
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
Abstract
Description
Claims
Priority Applications (5)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
BRPI0411449A BRPI0411449A2 (en) | 2003-06-13 | 2004-06-14 | call processing system |
ES04755347.4T ES2584454T3 (en) | 2003-06-13 | 2004-06-14 | System and procedure for call processing |
EP04755347.4A EP1636976B1 (en) | 2003-06-13 | 2004-06-14 | Call processing system and method |
MXPA05013563A MXPA05013563A (en) | 2003-06-13 | 2004-06-14 | Call processing system. |
CA002529210A CA2529210A1 (en) | 2003-06-13 | 2004-06-14 | Call processing system |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US10/461,071 US7050566B2 (en) | 2003-06-13 | 2003-06-13 | Call processing system |
US10/461,071 | 2003-06-13 |
Publications (1)
Publication Number | Publication Date |
---|---|
WO2004114641A1 true WO2004114641A1 (en) | 2004-12-29 |
Family
ID=33511173
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US2004/019117 WO2004114641A1 (en) | 2003-06-13 | 2004-06-14 | Call processing system |
Country Status (7)
Country | Link |
---|---|
US (4) | US7050566B2 (en) |
EP (1) | EP1636976B1 (en) |
BR (1) | BRPI0411449A2 (en) |
CA (1) | CA2529210A1 (en) |
ES (1) | ES2584454T3 (en) |
MX (1) | MXPA05013563A (en) |
WO (1) | WO2004114641A1 (en) |
Cited By (1)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US8533000B1 (en) | 1999-12-30 | 2013-09-10 | Jpmorgan Chase Bank, N.A. | System and method for integrated customer management |
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US20050135593A1 (en) | 2005-06-23 |
BRPI0411449A2 (en) | 2015-12-08 |
ES2584454T3 (en) | 2016-09-27 |
US20090304172A1 (en) | 2009-12-10 |
US7050566B2 (en) | 2006-05-23 |
US20040252823A1 (en) | 2004-12-16 |
EP1636976A1 (en) | 2006-03-22 |
US20060093123A1 (en) | 2006-05-04 |
CA2529210A1 (en) | 2004-12-29 |
EP1636976B1 (en) | 2016-04-27 |
US7062031B2 (en) | 2006-06-13 |
US7593521B2 (en) | 2009-09-22 |
MXPA05013563A (en) | 2006-08-31 |
US8422659B2 (en) | 2013-04-16 |
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