WO2002023877A3 - Call center with integrated work management - Google Patents

Call center with integrated work management Download PDF

Info

Publication number
WO2002023877A3
WO2002023877A3 PCT/US2001/029328 US0129328W WO0223877A3 WO 2002023877 A3 WO2002023877 A3 WO 2002023877A3 US 0129328 W US0129328 W US 0129328W WO 0223877 A3 WO0223877 A3 WO 0223877A3
Authority
WO
WIPO (PCT)
Prior art keywords
work
customer
work management
call center
integrated work
Prior art date
Application number
PCT/US2001/029328
Other languages
French (fr)
Other versions
WO2002023877A2 (en
Inventor
David L Bauer
Keith R Mcfarlane
Andrew Derek Flockhart
Lucinda M Sanders
Gary S King
Darryl J Maxwell
Steve R Russell
Robert Alan Stewart
Wendy S Cook
Original Assignee
Avaya Technology Corp
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
Priority claimed from US09/662,294 external-priority patent/US6690788B1/en
Application filed by Avaya Technology Corp filed Critical Avaya Technology Corp
Priority to AU2001292813A priority Critical patent/AU2001292813A1/en
Publication of WO2002023877A2 publication Critical patent/WO2002023877A2/en
Publication of WO2002023877A3 publication Critical patent/WO2002023877A3/en

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
    • H04M3/5232—Call distribution algorithms
    • 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

Abstract

The present integrated work management engine orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise by integrating disparate communication system components, applications and information storage systems. The system also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. Work arrives on multiple access channels and is automatically mapped to a process flow that specifies the task and the customer agent who is best equipped to handle the work request.
PCT/US2001/029328 2000-09-15 2001-09-12 Call center with integrated work management WO2002023877A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2001292813A AU2001292813A1 (en) 2000-09-15 2001-09-12 Call center with integrated work management

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/662,294 US6690788B1 (en) 1998-06-03 2000-09-15 Integrated work management engine for customer care in a communication system
US09/662,294 2000-09-15

Publications (2)

Publication Number Publication Date
WO2002023877A2 WO2002023877A2 (en) 2002-03-21
WO2002023877A3 true WO2002023877A3 (en) 2003-01-23

Family

ID=24657161

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2001/029328 WO2002023877A2 (en) 2000-09-15 2001-09-12 Call center with integrated work management

Country Status (2)

Country Link
AU (1) AU2001292813A1 (en)
WO (1) WO2002023877A2 (en)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7929562B2 (en) 2000-11-08 2011-04-19 Genesis Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
US7299259B2 (en) 2000-11-08 2007-11-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives
US6822945B2 (en) 2000-11-08 2004-11-23 Genesys Telecommunications Laboratories, Inc. Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
USRE46776E1 (en) 2002-08-27 2018-04-03 Genesys Telecommunications Laboratories, Inc. Method and apparatus for optimizing response time to events in queue
EP1607891A1 (en) * 2004-06-17 2005-12-21 ABN AMRO Bank N.V. System for managing business processes by means of a computer system
EP2929502A4 (en) * 2012-12-07 2016-06-01 Greeneden Us Holdings Ii Llc Cross-channel conversations with context aware transition between channels
US9497289B2 (en) 2012-12-07 2016-11-15 Genesys Telecommunications Laboratories, Inc. System and method for social message classification based on influence
US9300482B2 (en) 2012-12-07 2016-03-29 Genesys Telecommunications Laboratories, Inc. Cross-channel conversations with context aware transition between channels

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5555299A (en) * 1993-07-08 1996-09-10 Teknekron Infoswitch Corporation Method and system for transferring calls and call-related data between a plurality of call centers
EP0897238A1 (en) * 1997-08-11 1999-02-17 Alcatel Call distribution system, and method
WO1999041720A1 (en) * 1998-02-17 1999-08-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for call distribution and override with priority

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5555299A (en) * 1993-07-08 1996-09-10 Teknekron Infoswitch Corporation Method and system for transferring calls and call-related data between a plurality of call centers
EP0897238A1 (en) * 1997-08-11 1999-02-17 Alcatel Call distribution system, and method
WO1999041720A1 (en) * 1998-02-17 1999-08-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for call distribution and override with priority

Also Published As

Publication number Publication date
WO2002023877A2 (en) 2002-03-21
AU2001292813A1 (en) 2002-03-26

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