WO2001004722A3 - System and method for matching agents with customers - Google Patents
System and method for matching agents with customers Download PDFInfo
- Publication number
- WO2001004722A3 WO2001004722A3 PCT/NZ2000/000122 NZ0000122W WO0104722A3 WO 2001004722 A3 WO2001004722 A3 WO 2001004722A3 NZ 0000122 W NZ0000122 W NZ 0000122W WO 0104722 A3 WO0104722 A3 WO 0104722A3
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- interaction
- customers
- agents
- database
- interaction data
- Prior art date
Links
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
-
- 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
- H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
-
- 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
-
- 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
- H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
Abstract
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
AU57198/00A AU766555B2 (en) | 1999-07-09 | 2000-07-10 | System and method for matching agents with customers |
NZ517065A NZ517065A (en) | 1999-07-09 | 2000-07-10 | Matching agents with customers by comparing the success rating of the agents with customers of similar characteristics |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
NZ33667799 | 1999-07-09 | ||
NZ336677 | 1999-07-09 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2001004722A2 WO2001004722A2 (en) | 2001-01-18 |
WO2001004722A3 true WO2001004722A3 (en) | 2001-05-25 |
Family
ID=19927372
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/NZ2000/000122 WO2001004722A2 (en) | 1999-07-09 | 2000-07-10 | System and method for matching agents with customers |
Country Status (2)
Country | Link |
---|---|
AU (1) | AU766555B2 (en) |
WO (1) | WO2001004722A2 (en) |
Families Citing this family (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20040059701A1 (en) * | 2002-09-20 | 2004-03-25 | Sergey Fedorov | Method and apparatus for integrating data aggregation of historical data and real-time deliverable metrics in a database reporting environment |
US9036807B1 (en) | 2013-10-25 | 2015-05-19 | Teletech Holdings, Inc. | Method and system for routing messages and connecting users associated with live-connected content |
US9571649B2 (en) | 2014-10-23 | 2017-02-14 | Teletech Holdings, Inc. | Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms |
US9350865B2 (en) | 2014-10-23 | 2016-05-24 | Teletech Holdings, Inc. | Method for connecting a user with an agent based on user interaction of a link of a prior message exchanged between the user and the agent |
US9924033B2 (en) | 2014-10-23 | 2018-03-20 | Teletech Holdings, Inc. | Method for collecting data using a user interaction event-driven data collection system |
Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5164983A (en) * | 1991-01-28 | 1992-11-17 | American Telephone & Telegraph Company | Telemarketing complex performance management system |
AU5528294A (en) * | 1993-02-23 | 1994-09-01 | Moore North America, Inc. | A method and system for gathering and analyzing customer and purchasing information |
WO1999023596A1 (en) * | 1997-10-31 | 1999-05-14 | Walker Digital, Llc | Method and apparatus for administering a reward program |
WO2000026804A1 (en) * | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
WO2000029973A1 (en) * | 1998-11-16 | 2000-05-25 | Trade Access, Inc. | Electronic non-repudiation system and method |
-
2000
- 2000-07-10 WO PCT/NZ2000/000122 patent/WO2001004722A2/en active IP Right Grant
- 2000-07-10 AU AU57198/00A patent/AU766555B2/en not_active Expired
Patent Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5164983A (en) * | 1991-01-28 | 1992-11-17 | American Telephone & Telegraph Company | Telemarketing complex performance management system |
AU5528294A (en) * | 1993-02-23 | 1994-09-01 | Moore North America, Inc. | A method and system for gathering and analyzing customer and purchasing information |
WO1999023596A1 (en) * | 1997-10-31 | 1999-05-14 | Walker Digital, Llc | Method and apparatus for administering a reward program |
WO2000026804A1 (en) * | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
WO2000029973A1 (en) * | 1998-11-16 | 2000-05-25 | Trade Access, Inc. | Electronic non-repudiation system and method |
Also Published As
Publication number | Publication date |
---|---|
AU5719800A (en) | 2001-01-30 |
AU766555B2 (en) | 2003-10-16 |
WO2001004722A2 (en) | 2001-01-18 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
WO2004010264A3 (en) | Marketing analysis and planning system and method | |
WO2004025408A3 (en) | On-line sales analysis system and method | |
WO2005084265A3 (en) | System and method for registration of valuable items | |
WO2001086534A8 (en) | Incentive based purchasing system and method | |
WO2005057348A3 (en) | Method and system for lottery transactions over an open network | |
WO2005020001A3 (en) | Systems and methods for automated computer support | |
WO2001074036A3 (en) | Speech interactive information system | |
EP1182598A2 (en) | A search method in a used car search support system | |
EP1161092A3 (en) | Electronic-program-guide retrieval method and system | |
WO1998032289A3 (en) | Method and apparatus for accessing on-line stores | |
WO1999012106A3 (en) | Systems and methods for arranging records in search results | |
WO2001086385A3 (en) | A vending machine for vending age-restricted products using a credit card and associated methods | |
WO2002025401A3 (en) | Method and system for communicating selected search results between first and second entities over a network | |
EP1286235A3 (en) | Service-portal enabled automation control module (ACM) | |
WO2004046868A3 (en) | Value innovation management system and methods | |
WO2002047459A3 (en) | Server for analysis of internet-offered items | |
WO2002069084A3 (en) | System and method for providing customized sales-related data over a network | |
WO2001004722A3 (en) | System and method for matching agents with customers | |
WO2002041189A3 (en) | Database integrity in an internet e-commerce environment | |
EP1009137A3 (en) | Method, computer and computer program product for access to location dependent data | |
WO2006073551A3 (en) | Method of processing investment data and making compensation determinations and associated system | |
EP1351204A4 (en) | Method for offering advertisement service | |
WO2002079915A3 (en) | Methods and systems for financing | |
CN108830610A (en) | A kind of contract automatic generation method based on online sale, social software | |
WO2003079232A3 (en) | Credit data visualisation system and method |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
AK | Designated states |
Kind code of ref document: A2 Designated state(s): AE AG AL AM AT AU AZ BA BB BG BR BY BZ CA CH CN CR CU CZ DE DK DM DZ EE ES FI GB GD GE GH GM HR HU ID IL IN IS JP KE KG KP KR KZ LC LK LR LS LT LU LV MA MD MG MK MN MW MX MZ NO NZ PL PT RO RU SD SE SG SI SK SL TJ TM TR TT TZ UA UG US UZ VN YU ZA ZW |
|
AL | Designated countries for regional patents |
Kind code of ref document: A2 Designated state(s): GH GM KE LS MW MZ SD SL SZ TZ UG ZW AM AZ BY KG KZ MD RU TJ TM AT BE CH CY DE DK ES FI FR GB GR IE IT LU MC NL PT SE BF BJ CF CG CI CM GA GN GW ML MR NE SN TD TG |
|
121 | Ep: the epo has been informed by wipo that ep was designated in this application | ||
DFPE | Request for preliminary examination filed prior to expiration of 19th month from priority date (pct application filed before 20040101) | ||
AK | Designated states |
Kind code of ref document: A3 Designated state(s): AE AG AL AM AT AU AZ BA BB BG BR BY BZ CA CH CN CR CU CZ DE DK DM DZ EE ES FI GB GD GE GH GM HR HU ID IL IN IS JP KE KG KP KR KZ LC LK LR LS LT LU LV MA MD MG MK MN MW MX MZ NO NZ PL PT RO RU SD SE SG SI SK SL TJ TM TR TT TZ UA UG US UZ VN YU ZA ZW |
|
AL | Designated countries for regional patents |
Kind code of ref document: A3 Designated state(s): GH GM KE LS MW MZ SD SL SZ TZ UG ZW AM AZ BY KG KZ MD RU TJ TM AT BE CH CY DE DK ES FI FR GB GR IE IT LU MC NL PT SE BF BJ CF CG CI CM GA GN GW ML MR NE SN TD TG |
|
WWE | Wipo information: entry into national phase |
Ref document number: 517065 Country of ref document: NZ Ref document number: 57198/00 Country of ref document: AU |
|
REG | Reference to national code |
Ref country code: DE Ref legal event code: 8642 |
|
122 | Ep: pct application non-entry in european phase | ||
WWG | Wipo information: grant in national office |
Ref document number: 57198/00 Country of ref document: AU |
|
WWP | Wipo information: published in national office |
Ref document number: 517065 Country of ref document: NZ |
|
NENP | Non-entry into the national phase |
Ref country code: JP |
|
WWG | Wipo information: grant in national office |
Ref document number: 517065 Country of ref document: NZ |