MX2010008237A - Sistemas y metodos para direccionar llamadores a un agente en un centro de contacto. - Google Patents

Sistemas y metodos para direccionar llamadores a un agente en un centro de contacto.

Info

Publication number
MX2010008237A
MX2010008237A MX2010008237A MX2010008237A MX2010008237A MX 2010008237 A MX2010008237 A MX 2010008237A MX 2010008237 A MX2010008237 A MX 2010008237A MX 2010008237 A MX2010008237 A MX 2010008237A MX 2010008237 A MX2010008237 A MX 2010008237A
Authority
MX
Mexico
Prior art keywords
agent
methods
contact center
callers
optimal interaction
Prior art date
Application number
MX2010008237A
Other languages
English (en)
Inventor
Zia Chishti
Stuart J Spottiswoode
Chris W Jones
Original Assignee
Resource Group International L
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 Resource Group International L filed Critical Resource Group International L
Publication of MX2010008237A publication Critical patent/MX2010008237A/es

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
    • 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
    • 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
    • H04M3/5175—Call or contact centers supervision arrangements
    • 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
    • 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
    • H04M3/5236—Sequential or circular distribution
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/16—Sequence circuits
    • 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
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/36—Memories
    • 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
    • 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
    • H04M3/5235—Dependent on call type or called number [DNIS]

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

Se describen métodos para direccionar llamadores a agentes en un centro de contacto, junto con un sistema de direccionamiento inteligente. Uno o más agentes son calificados al lograr una interacción óptima, tal como mayores utilidades, disminución de costos, o aumento en la satisfacción de clientes. Los llamadores son dirigidos entonces preferentemente a un agente calificado para obtener una mayor probabilidad en la obtención de una interacción óptima elegida. En una modalidad más avanzada, también pueden determinarse características demográficas y psicográficas de llamadores y agentes y usarse en un algoritmo de coincidencia de patrones para dirigir preferentemente un llamador con ciertas características a un agente con ciertas características para aumentar la probabilidad de una interacción óptima.
MX2010008237A 2008-01-28 2008-09-19 Sistemas y metodos para direccionar llamadores a un agente en un centro de contacto. MX2010008237A (es)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US12/021,251 US9712679B2 (en) 2008-01-28 2008-01-28 Systems and methods for routing callers to an agent in a contact center
US12/180,382 US8359219B2 (en) 2008-01-28 2008-07-25 Systems and methods for routing callers to an agent in a contact center
PCT/US2008/077042 WO2009097018A1 (en) 2008-01-28 2008-09-19 Systems and methods for routing callers to an agent in a contact center

Publications (1)

Publication Number Publication Date
MX2010008237A true MX2010008237A (es) 2010-08-10

Family

ID=40899242

Family Applications (1)

Application Number Title Priority Date Filing Date
MX2010008237A MX2010008237A (es) 2008-01-28 2008-09-19 Sistemas y metodos para direccionar llamadores a un agente en un centro de contacto.

Country Status (12)

Country Link
US (13) US9712679B2 (es)
EP (3) EP3499859A1 (es)
JP (2) JP5421928B2 (es)
CN (1) CN101986801A (es)
AU (1) AU2008349500C1 (es)
CA (3) CA2713526C (es)
ES (1) ES2709213T3 (es)
HU (1) HUE041347T2 (es)
MX (1) MX2010008237A (es)
NZ (1) NZ587101A (es)
PT (1) PT2235925T (es)
WO (1) WO2009097018A1 (es)

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US20150237213A1 (en) 2015-08-20
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