CN102017591B - 无序地从呼叫者集路由呼叫者 - Google Patents

无序地从呼叫者集路由呼叫者 Download PDF

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Publication number
CN102017591B
CN102017591B CN200980111060.8A CN200980111060A CN102017591B CN 102017591 B CN102017591 B CN 102017591B CN 200980111060 A CN200980111060 A CN 200980111060A CN 102017591 B CN102017591 B CN 102017591B
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CN
China
Prior art keywords
caller
callers
data
agent
queue
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.)
Active
Application number
CN200980111060.8A
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English (en)
Chinese (zh)
Other versions
CN102017591A (zh
Inventor
Q·谢
S·J·P·斯珀提斯伍德
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.)
Aofeidi Artificial Intelligence Co ltd
Original Assignee
Resource Group International Ltd
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 US12/021,251 external-priority patent/US9712679B2/en
Priority claimed from US12/266,418 external-priority patent/US10567586B2/en
Priority claimed from US12/331,195 external-priority patent/US8903079B2/en
Priority claimed from US12/331,181 external-priority patent/US8670548B2/en
Priority claimed from US12/331,186 external-priority patent/US20090190750A1/en
Priority claimed from US12/331,210 external-priority patent/US20090190745A1/en
Priority claimed from US12/355,602 external-priority patent/US20090232294A1/en
Application filed by Resource Group International Ltd filed Critical Resource Group International Ltd
Publication of CN102017591A publication Critical patent/CN102017591A/zh
Publication of CN102017591B publication Critical patent/CN102017591B/zh
Application granted granted Critical
Active legal-status Critical Current
Anticipated expiration legal-status Critical

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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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/18—Comparators
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • H04M3/4211—Making use of the called party identifier where the identifier is used to access a profile

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
CN200980111060.8A 2008-01-28 2009-01-21 无序地从呼叫者集路由呼叫者 Active CN102017591B (zh)

Applications Claiming Priority (17)

Application Number Priority Date Filing Date Title
US12/021,251 2008-01-28
US12/021,251 US9712679B2 (en) 2008-01-28 2008-01-28 Systems and methods for routing callers to an agent in a contact center
US8420108P 2008-07-28 2008-07-28
US61/084,201 2008-07-28
US12/266,418 2008-11-06
US12/266,418 US10567586B2 (en) 2008-11-06 2008-11-06 Pooling callers for matching to agents based on pattern matching algorithms
US12/331,181 US8670548B2 (en) 2008-01-28 2008-12-09 Jumping callers held in queue for a call center routing system
US12/331,210 2008-12-09
US12/331,181 2008-12-09
US12/331,186 US20090190750A1 (en) 2008-01-28 2008-12-09 Routing callers out of queue order for a call center routing system
US12/331,210 US20090190745A1 (en) 2008-01-28 2008-12-09 Pooling callers for a call center routing system
US12/331,186 2008-12-09
US12/331,195 US8903079B2 (en) 2008-01-28 2008-12-09 Routing callers from a set of callers based on caller data
US12/331,195 2008-12-09
US12/355,602 US20090232294A1 (en) 2008-01-28 2009-01-16 Skipping a caller in queue for a call routing center
US12/355,602 2009-01-16
PCT/US2009/031611 WO2009097210A1 (en) 2008-01-28 2009-01-21 Routing callers from a set of callers in an out of order sequence

Publications (2)

Publication Number Publication Date
CN102017591A CN102017591A (zh) 2011-04-13
CN102017591B true CN102017591B (zh) 2014-11-26

Family

ID=40383812

Family Applications (1)

Application Number Title Priority Date Filing Date
CN200980111060.8A Active CN102017591B (zh) 2008-01-28 2009-01-21 无序地从呼叫者集路由呼叫者

Country Status (11)

Country Link
EP (2) EP3182685A1 (enExample)
JP (5) JP2011511536A (enExample)
CN (1) CN102017591B (enExample)
AU (1) AU2009209317B2 (enExample)
CA (2) CA2713476C (enExample)
ES (1) ES2733116T3 (enExample)
HU (1) HUE044744T2 (enExample)
MX (1) MX2010008238A (enExample)
NZ (1) NZ587100A (enExample)
PT (1) PT2235926T (enExample)
WO (1) WO2009097210A1 (enExample)

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US10757261B1 (en) 2019-08-12 2020-08-25 Afiniti, Ltd. Techniques for pairing contacts and agents in a contact center system
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USRE48412E1 (en) 2008-11-06 2021-01-26 Afiniti, Ltd. Balancing multiple computer models in a call center routing system
USRE48476E1 (en) 2008-11-06 2021-03-16 Aflnitl, Ltd. Balancing multiple computer models in a call center routing system
US10970658B2 (en) 2017-04-05 2021-04-06 Afiniti, Ltd. Techniques for behavioral pairing in a dispatch center system
US11050886B1 (en) 2020-02-05 2021-06-29 Afiniti, Ltd. Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system
US11144344B2 (en) 2019-01-17 2021-10-12 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
USRE48846E1 (en) 2010-08-26 2021-12-07 Afiniti, Ltd. Estimating agent performance in a call routing center system
US11250359B2 (en) 2018-05-30 2022-02-15 Afiniti, Ltd. Techniques for workforce management in a task assignment system
US11258905B2 (en) 2020-02-04 2022-02-22 Afiniti, Ltd. Techniques for error handling in a task assignment system with an external pairing system
US11399096B2 (en) 2017-11-29 2022-07-26 Afiniti, Ltd. Techniques for data matching in a contact center system
US11445062B2 (en) 2019-08-26 2022-09-13 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
US11611659B2 (en) 2020-02-03 2023-03-21 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
US11954523B2 (en) 2020-02-05 2024-04-09 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system with an external pairing system
US12307292B2 (en) 2020-02-05 2025-05-20 Afiniti Ai Limited Techniques for pairing in a task assignment system with an external pairing system

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CN103647884B (zh) * 2013-11-26 2016-09-07 四川智爱电子信息科技有限责任公司 基于智能终端app的话务调度系统及方法
US10108965B2 (en) * 2015-07-14 2018-10-23 Ujet, Inc. Customer communication system including service pipeline
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CN113095656B (zh) * 2016-04-18 2022-07-08 阿菲尼帝有限公司 用于对联系中心系统中的配对策略进行基准检测的技术
CN106453980B (zh) * 2016-10-28 2019-05-17 广东亿迅科技有限公司 一种基于号码归属地提高预测外呼准确率的方法及系统
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WO2018122614A2 (en) * 2016-12-30 2018-07-05 Afiniti Europe Technologies Limited Techniques for l3 pairing and workforce management in a contact center system
CN108683818B (zh) * 2018-09-03 2020-10-23 携程旅游信息技术（上海）有限公司 呼叫中心分配坐席的方法、系统、设备及存储介质
CN109413289B (zh) * 2018-10-19 2020-12-22 中国银行股份有限公司 一种数据处理方法及系统
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