WO2001013606A1 - Contact routing system and method - Google Patents
Contact routing system and method Download PDFInfo
- Publication number
- WO2001013606A1 WO2001013606A1 PCT/US2000/021336 US0021336W WO0113606A1 WO 2001013606 A1 WO2001013606 A1 WO 2001013606A1 US 0021336 W US0021336 W US 0021336W WO 0113606 A1 WO0113606 A1 WO 0113606A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- contact
- customer
- csrs
- contacts
- routing
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/28—Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
-
- 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
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
- H04M2203/2066—Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
-
- 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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
- Sub-Exchange Stations And Push- Button Telephones (AREA)
Abstract
Description
Claims
Priority Applications (5)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
KR1020027001977A KR20020082457A (en) | 1999-08-16 | 2000-08-02 | Contact routing system and method |
EP00952512A EP1214835A4 (en) | 1999-08-16 | 2000-08-02 | Contact routing system and method |
AU65195/00A AU6519500A (en) | 1999-08-16 | 2000-08-02 | Contact routing system and method |
JP2001517777A JP2003507937A (en) | 1999-08-16 | 2000-08-02 | Contact routing system and method |
CA002381419A CA2381419A1 (en) | 1999-08-16 | 2000-08-02 | Contact routing system and method |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US09/374,646 US6934381B1 (en) | 1999-08-16 | 1999-08-16 | Contact routing system and method |
US09/374,646 | 1999-08-16 |
Publications (1)
Publication Number | Publication Date |
---|---|
WO2001013606A1 true WO2001013606A1 (en) | 2001-02-22 |
Family
ID=23477660
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US2000/021336 WO2001013606A1 (en) | 1999-08-16 | 2000-08-02 | Contact routing system and method |
Country Status (7)
Country | Link |
---|---|
US (1) | US6934381B1 (en) |
EP (1) | EP1214835A4 (en) |
JP (1) | JP2003507937A (en) |
KR (1) | KR20020082457A (en) |
AU (1) | AU6519500A (en) |
CA (1) | CA2381419A1 (en) |
WO (1) | WO2001013606A1 (en) |
Cited By (16)
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EP1326413A2 (en) * | 2002-01-03 | 2003-07-09 | Avaya Technology Corp. | Computer-telephony integration (CTI) that uses features of an automatic call distribution system (ACD) |
WO2003058983A1 (en) * | 2001-11-28 | 2003-07-17 | Trio Ab | An arrangement related to a pabx |
EP1478155A2 (en) * | 2003-05-15 | 2004-11-17 | Genesys Telecommunications Laboratories, Inc. | Method and system for providing adaptive and proactive interaction management in a multimedia communications environment |
EP1625460A2 (en) * | 2003-01-06 | 2006-02-15 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multimedia interaction routing according to agent capacity sets |
US8971216B2 (en) | 1998-09-11 | 2015-03-03 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
US9002920B2 (en) | 1998-09-11 | 2015-04-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
USRE45583E1 (en) | 1999-12-01 | 2015-06-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
USRE45606E1 (en) | 1997-02-10 | 2015-07-07 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
USRE45959E1 (en) | 1999-02-19 | 2016-03-29 | Genesys Telecommunications Laboratories, Inc. | Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network |
USRE46060E1 (en) | 1997-02-10 | 2016-07-05 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US9516171B2 (en) | 1997-02-10 | 2016-12-06 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
US9553755B2 (en) | 1998-02-17 | 2017-01-24 | Genesys Telecommunications Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
USRE46438E1 (en) | 1999-09-24 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
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US6449646B1 (en) * | 1998-10-13 | 2002-09-10 | Aspect Communications Corporation | Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism |
US7171473B1 (en) * | 1999-11-17 | 2007-01-30 | Planet Exchange, Inc. | System using HTTP protocol for maintaining and updating on-line presence information of new user in user table and group table |
JP2002297900A (en) * | 2001-03-30 | 2002-10-11 | Ibm Japan Ltd | Control system for reception by businesses, user side terminal device, reception side terminal device, management server queue monitoring device, method of allocating reception side terminals, and storage medium |
US7395224B1 (en) * | 2001-05-07 | 2008-07-01 | At&T Corp. | Automated sales support device |
US7272223B2 (en) * | 2002-10-23 | 2007-09-18 | Nortel Networks Limited | Multi-media contact center |
US20050125487A1 (en) * | 2003-11-26 | 2005-06-09 | O'connor Neil | Method and system for distributing contacts within a network |
US20070160187A1 (en) * | 2005-12-28 | 2007-07-12 | Aspect Software, Inc. | System and method for redirecting a telecommunicating party to an information source over a computer network |
US7599861B2 (en) | 2006-03-02 | 2009-10-06 | Convergys Customer Management Group, Inc. | System and method for closed loop decisionmaking in an automated care system |
US7809663B1 (en) | 2006-05-22 | 2010-10-05 | Convergys Cmg Utah, Inc. | System and method for supporting the utilization of machine language |
US8379830B1 (en) | 2006-05-22 | 2013-02-19 | Convergys Customer Management Delaware Llc | System and method for automated customer service with contingent live interaction |
US8577916B1 (en) | 2006-09-01 | 2013-11-05 | Avaya Inc. | Search-based contact initiation method and apparatus |
US8855292B1 (en) * | 2006-09-08 | 2014-10-07 | Avaya Inc. | Agent-enabled queue bypass to agent |
US8775315B2 (en) * | 2006-10-02 | 2014-07-08 | Salesforce.Com, Inc. | Method and system for integrating a PBX-equipped client and an on-demand database service |
US8923505B2 (en) * | 2006-12-18 | 2014-12-30 | Verizon Patent And Licensing Inc. | Call center with resilient context |
US8630402B1 (en) | 2007-04-12 | 2014-01-14 | United Services Automobile Association (Usaa) | System and method to provide a response to an inquiry |
US20090043882A1 (en) * | 2007-08-08 | 2009-02-12 | Hibbets Jason S | Systems and methods for consolidated service level agreements |
US20090043669A1 (en) * | 2007-08-08 | 2009-02-12 | Hibbets Jason S | Systems and methods for collaborative federation of support |
US9626647B2 (en) * | 2007-08-31 | 2017-04-18 | Red Hat, Inc. | Providing a contact service |
US8249245B2 (en) * | 2007-11-13 | 2012-08-21 | Amazon Technologies, Inc. | System and method for automated call distribution |
US9135668B2 (en) * | 2008-11-18 | 2015-09-15 | Cisco Technology, Inc. | Contact center routing using characteristic mapping |
US8600035B2 (en) | 2009-08-25 | 2013-12-03 | Amazon Technologies, Inc. | Systems and methods for customer contact |
US8489603B1 (en) | 2009-10-23 | 2013-07-16 | Amazon Europe Holdings Technologies Scs | Automatic item categorizer |
US8805838B1 (en) | 2009-12-22 | 2014-08-12 | Amazon Technologies, Inc. | Systems and methods for automatic item classification |
US8473624B2 (en) * | 2010-07-21 | 2013-06-25 | Nice Systems Ltd. | Method and system for routing text based interactions |
US8467515B2 (en) * | 2010-08-06 | 2013-06-18 | Asd Inc. | System and method for providing enhanced answering services in a time-sensitive manner |
US20120130763A1 (en) * | 2010-11-23 | 2012-05-24 | Charles Katz | Method and System of Selecting Representatives Based On Various Criteria |
US8503664B1 (en) | 2010-12-20 | 2013-08-06 | Amazon Technologies, Inc. | Quality review of contacts between customers and customer service agents |
US8340275B1 (en) | 2010-12-21 | 2012-12-25 | Amazon Technologies, Inc. | Selective contact between customers and customer service agents |
US9047590B2 (en) * | 2011-01-25 | 2015-06-02 | Bank Of America Corporation | Single identifiable entry point for accessing contact information via a computer network |
US9135593B2 (en) * | 2011-01-25 | 2015-09-15 | Bank Of America Corporation | Internal management of contact requests |
US9432237B2 (en) | 2011-02-16 | 2016-08-30 | Clearone, Inc. | VOIP device, VOIP conferencing system, and related method |
US9178994B2 (en) | 2011-04-12 | 2015-11-03 | Teletech Holdings, Inc. | Methods for providing self-support services using information from a viral source |
US8533857B2 (en) | 2011-04-12 | 2013-09-10 | Teletech Holdings, Inc. | Methods for providing cross-vendor support services |
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US8478652B2 (en) | 2011-07-18 | 2013-07-02 | Teletech Holdings, Inc. | Platform for providing life-cycle product support services |
US8572707B2 (en) | 2011-08-18 | 2013-10-29 | Teletech Holdings, Inc. | Multiple authentication mechanisms for accessing service center supporting a variety of products |
US20130060856A1 (en) * | 2011-09-07 | 2013-03-07 | Lance Fried | Social proxy and protocol gateway |
US9173090B2 (en) | 2011-09-15 | 2015-10-27 | Teletech Holdings, Inc. | Method for activating services associated with a product via a service center supporting a variety of products |
US9336687B2 (en) | 2011-10-11 | 2016-05-10 | Teletech Holdings, Inc. | Method for providing learning courses via a service center supporting a variety of products |
US8874636B2 (en) | 2012-01-03 | 2014-10-28 | Teletech Holdings, Inc. | Method for providing support services using consumer selected specialist and specialist ratings |
US9280541B2 (en) | 2012-01-09 | 2016-03-08 | Five9, Inc. | QR data proxy and protocol gateway |
US8942369B2 (en) | 2012-02-28 | 2015-01-27 | Teletech Holdings, Inc. | Method for providing support services using multi-channel navigator and route sequences |
US9245287B2 (en) | 2012-07-18 | 2016-01-26 | Teletech Holdings, Inc. | Method for providing support with associates anywhere and notifications |
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US9042540B2 (en) | 2012-10-30 | 2015-05-26 | Teletech Holdings, Inc. | Method for providing support using answer engine and dialog rules |
US10185960B2 (en) | 2014-07-11 | 2019-01-22 | Google Llc | Hands-free transactions verified by location |
US20160012426A1 (en) * | 2014-07-11 | 2016-01-14 | Google Inc. | Hands-free transactions with a challenge and response |
EP3374916B1 (en) | 2016-03-01 | 2023-12-13 | Google LLC | Facial profile modification for hands free transactions |
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US10616345B1 (en) | 2016-08-26 | 2020-04-07 | Noble Systems Corporation | Communication management system for supporting multiple agent communication sessions in a contact center |
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US10447853B1 (en) | 2016-12-29 | 2019-10-15 | Noble Systems Corporation | Graphical user interface for managing multiple agent communication sessions in a contact center |
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US10021245B1 (en) | 2017-05-01 | 2018-07-10 | Noble Systems Corportion | Aural communication status indications provided to an agent in a contact center |
US10523816B1 (en) | 2017-10-24 | 2019-12-31 | Noble Systems Corporation | Transferring an interaction between an agent at a contact center and a party from a first channel of communication to a second channel of communication |
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US5946387A (en) * | 1997-02-10 | 1999-08-31 | Genesys Telecommunications Laboratories, Inc, | Agent-level network call routing |
US6046762A (en) * | 1997-04-01 | 2000-04-04 | Cosmocom, Inc. | Multimedia telecommunication automatic call distribution system |
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1999
- 1999-08-16 US US09/374,646 patent/US6934381B1/en not_active Expired - Lifetime
-
2000
- 2000-08-02 CA CA002381419A patent/CA2381419A1/en not_active Abandoned
- 2000-08-02 WO PCT/US2000/021336 patent/WO2001013606A1/en active Application Filing
- 2000-08-02 KR KR1020027001977A patent/KR20020082457A/en not_active Application Discontinuation
- 2000-08-02 EP EP00952512A patent/EP1214835A4/en not_active Ceased
- 2000-08-02 AU AU65195/00A patent/AU6519500A/en not_active Abandoned
- 2000-08-02 JP JP2001517777A patent/JP2003507937A/en active Pending
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Title |
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See also references of EP1214835A4 * |
Cited By (31)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
USRE46243E1 (en) | 1997-02-10 | 2016-12-20 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
USRE46060E1 (en) | 1997-02-10 | 2016-07-05 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
USRE45606E1 (en) | 1997-02-10 | 2015-07-07 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US9516171B2 (en) | 1997-02-10 | 2016-12-06 | Genesys Telecommunications Laboratories, Inc. | Personal desktop router |
USRE46521E1 (en) | 1997-09-30 | 2017-08-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
US9553755B2 (en) | 1998-02-17 | 2017-01-24 | Genesys Telecommunications Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
US10218848B2 (en) | 1998-09-11 | 2019-02-26 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
USRE46387E1 (en) | 1998-09-11 | 2017-05-02 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US8971216B2 (en) | 1998-09-11 | 2015-03-03 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
US9002920B2 (en) | 1998-09-11 | 2015-04-07 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US9350808B2 (en) | 1998-09-11 | 2016-05-24 | Alcatel Lucent | Method for routing transactions between internal and external partners in a communication center |
USRE46181E1 (en) | 1999-02-19 | 2016-10-18 | Genesys Telecommunications Laboratories, Inc. | Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment |
USRE45959E1 (en) | 1999-02-19 | 2016-03-29 | Genesys Telecommunications Laboratories, Inc. | Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network |
USRE46457E1 (en) | 1999-09-24 | 2017-06-27 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE46438E1 (en) | 1999-09-24 | 2017-06-13 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE45583E1 (en) | 1999-12-01 | 2015-06-23 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
WO2003058983A1 (en) * | 2001-11-28 | 2003-07-17 | Trio Ab | An arrangement related to a pabx |
CN100385895C (en) * | 2002-01-03 | 2008-04-30 | 阿瓦雅技术公司 | Computer telephone integration using automatic calling distribution system characteristic |
EP1326413A2 (en) * | 2002-01-03 | 2003-07-09 | Avaya Technology Corp. | Computer-telephony integration (CTI) that uses features of an automatic call distribution system (ACD) |
US6947543B2 (en) | 2002-01-03 | 2005-09-20 | Avaya Technology Corp. | Computer-telephony integration that uses features of an automatic call distribution system |
EP1326413A3 (en) * | 2002-01-03 | 2004-04-21 | Avaya Technology Corp. | Computer-telephony integration (CTI) that uses features of an automatic call distribution system (ACD) |
USRE46538E1 (en) | 2002-10-10 | 2017-09-05 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
EP1625460A4 (en) * | 2003-01-06 | 2007-06-06 | Genesys Telecomm Lab Inc | Method and apparatus for multimedia interaction routing according to agent capacity sets |
EP1625460A2 (en) * | 2003-01-06 | 2006-02-15 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multimedia interaction routing according to agent capacity sets |
US7418094B2 (en) | 2003-01-06 | 2008-08-26 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multimedia interaction routing according to agent capacity sets |
EP1478155A3 (en) * | 2003-05-15 | 2009-05-27 | Genesys Telecommunications Laboratories, Inc. | Method and system for providing adaptive and proactive interaction management in a multimedia communications environment |
EP1478155A2 (en) * | 2003-05-15 | 2004-11-17 | Genesys Telecommunications Laboratories, Inc. | Method and system for providing adaptive and proactive interaction management in a multimedia communications environment |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
US9854006B2 (en) | 2005-12-22 | 2017-12-26 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
Also Published As
Publication number | Publication date |
---|---|
CA2381419A1 (en) | 2001-02-22 |
KR20020082457A (en) | 2002-10-31 |
AU6519500A (en) | 2001-03-13 |
JP2003507937A (en) | 2003-02-25 |
EP1214835A4 (en) | 2004-05-12 |
EP1214835A1 (en) | 2002-06-19 |
US6934381B1 (en) | 2005-08-23 |
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