CA2434922A1 - Digital multimedia contact center - Google Patents

Digital multimedia contact center Download PDF

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Publication number
CA2434922A1
CA2434922A1 CA002434922A CA2434922A CA2434922A1 CA 2434922 A1 CA2434922 A1 CA 2434922A1 CA 002434922 A CA002434922 A CA 002434922A CA 2434922 A CA2434922 A CA 2434922A CA 2434922 A1 CA2434922 A1 CA 2434922A1
Authority
CA
Canada
Prior art keywords
contact
digital multimedia
agents
contacts
routing criteria
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002434922A
Other languages
French (fr)
Other versions
CA2434922C (en
Inventor
Justin Broughton
Kevin J. Mcpartlan
Elizabeth Rodgers
Robert S. Rodgers
Ivan Covdy
Roy Ho
Carl Raymond Kowalski
D. Thompson Mccalmont
Art Stine
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Intervoice LP
Original Assignee
Nuasis Corporation
Justin Broughton
Kevin J. Mcpartlan
Elizabeth Rodgers
Robert S. Rodgers
Ivan Covdy
Roy Ho
Carl Raymond Kowalski
D. Thompson Mccalmont
Art Stine
Intervoice, Inc.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Nuasis Corporation, Justin Broughton, Kevin J. Mcpartlan, Elizabeth Rodgers, Robert S. Rodgers, Ivan Covdy, Roy Ho, Carl Raymond Kowalski, D. Thompson Mccalmont, Art Stine, Intervoice, Inc. filed Critical Nuasis Corporation
Publication of CA2434922A1 publication Critical patent/CA2434922A1/en
Application granted granted Critical
Publication of CA2434922C publication Critical patent/CA2434922C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing

Abstract

A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.
CA002434922A 2001-01-30 2002-01-24 Digital multimedia contact center Expired - Fee Related CA2434922C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09/774,944 US7254641B2 (en) 2001-01-30 2001-01-30 Digital multimedia contact center with tier escalation and deescalation in response to changed criteria
US09/774,944 2001-01-30
PCT/US2002/002017 WO2002065741A2 (en) 2001-01-30 2002-01-24 Digital multimedia contact center

Publications (2)

Publication Number Publication Date
CA2434922A1 true CA2434922A1 (en) 2002-08-22
CA2434922C CA2434922C (en) 2009-04-21

Family

ID=25102788

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002434922A Expired - Fee Related CA2434922C (en) 2001-01-30 2002-01-24 Digital multimedia contact center

Country Status (9)

Country Link
US (2) US7254641B2 (en)
EP (1) EP1371217A2 (en)
JP (1) JP2005504452A (en)
AU (1) AU2002235455B2 (en)
CA (1) CA2434922C (en)
IL (1) IL157154A0 (en)
MX (1) MXPA03006823A (en)
NZ (1) NZ527095A (en)
WO (1) WO2002065741A2 (en)

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MXPA03006823A (en) 2004-10-15
US20080034354A1 (en) 2008-02-07
WO2002065741A3 (en) 2003-10-16
JP2005504452A (en) 2005-02-10
US8745576B2 (en) 2014-06-03
US20030018702A1 (en) 2003-01-23
US7254641B2 (en) 2007-08-07
NZ527095A (en) 2006-10-27
AU2002235455B2 (en) 2006-09-07
IL157154A0 (en) 2004-02-08
WO2002065741A2 (en) 2002-08-22
EP1371217A2 (en) 2003-12-17

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