MX2018006546A - Tecnicas para emparejamiento hibrido de comportamiento en un sistema de centro de contactos. - Google Patents
Tecnicas para emparejamiento hibrido de comportamiento en un sistema de centro de contactos.Info
- Publication number
- MX2018006546A MX2018006546A MX2018006546A MX2018006546A MX2018006546A MX 2018006546 A MX2018006546 A MX 2018006546A MX 2018006546 A MX2018006546 A MX 2018006546A MX 2018006546 A MX2018006546 A MX 2018006546A MX 2018006546 A MX2018006546 A MX 2018006546A
- Authority
- MX
- Mexico
- Prior art keywords
- techniques
- center system
- ordering
- contact center
- contact
- Prior art date
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
- H04M3/42025—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
-
- 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
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/16—Sequence circuits
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
Se describen técnicas para el emparejamiento híbrido de comportamiento en un sistema de centro de contactos. En una modalidad particular, las técnicas pueden realizarse como un método para el emparejamiento híbrido de comportamiento en un sistema de centro de contactos que comprende: ordenar un contacto; ordenar una pluralidad de agentes; aplicar, por al menos un procesador, una función de hibridación al orden de la pluralidad de agentes para predisponer una primera estrategia para el emparejamiento hacia una segunda estrategia para el emparejamiento; comparar, por al menos un procesador y basándose en la función de hibridación, una primera diferencia en el orden entre el contacto y un primer agente en un primer par con una segunda diferencia en el orden entre el contacto y un segundo agente diferente del primer agente en un segundo par; y seleccionar, por al menos un procesador, el primer par o el segundo par para conexión basándose en la comparación.
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US14/956,086 US9781269B2 (en) | 2008-01-28 | 2015-12-01 | Techniques for hybrid behavioral pairing in a contact center system |
| PCT/IB2016/001762 WO2017093798A1 (en) | 2015-12-01 | 2016-11-22 | Techniques for hybrid behavioral pairing in a contact center system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| MX2018006546A true MX2018006546A (es) | 2018-08-01 |
Family
ID=57755401
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| MX2018006546A MX2018006546A (es) | 2015-12-01 | 2016-11-22 | Tecnicas para emparejamiento hibrido de comportamiento en un sistema de centro de contactos. |
Country Status (11)
| Country | Link |
|---|---|
| EP (2) | EP3866451A1 (es) |
| JP (3) | JP6492231B2 (es) |
| CN (2) | CN110062119B (es) |
| AU (3) | AU2016364662A1 (es) |
| BR (1) | BR112018011020B1 (es) |
| CA (1) | CA3004210C (es) |
| ES (1) | ES2858755T3 (es) |
| HK (1) | HK1252194A1 (es) |
| IL (1) | IL259539B (es) |
| MX (1) | MX2018006546A (es) |
| WO (1) | WO2017093798A1 (es) |
Families Citing this family (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US10623565B2 (en) * | 2018-02-09 | 2020-04-14 | Afiniti Europe Technologies Limited | Techniques for behavioral pairing in a contact center system |
| US10867263B2 (en) * | 2018-12-04 | 2020-12-15 | Afiniti, Ltd. | Techniques for behavioral pairing in a multistage task assignment system |
Family Cites Families (15)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| GB9606298D0 (en) * | 1996-03-26 | 1996-05-29 | British Telecomm | Call queuing and distribution |
| US6577727B1 (en) * | 1999-03-01 | 2003-06-10 | Rockwell Electronic Commerce Corp. | ACD tier based routing |
| US7798876B2 (en) | 2006-06-01 | 2010-09-21 | Finis Inc. | Kickboard for swimming |
| JP2009081627A (ja) * | 2007-09-26 | 2009-04-16 | Nomura Research Institute Ltd | 顧客対応支援装置、顧客対応支援方法 |
| US8249245B2 (en) * | 2007-11-13 | 2012-08-21 | Amazon Technologies, Inc. | System and method for automated call distribution |
| US9712679B2 (en) * | 2008-01-28 | 2017-07-18 | Afiniti International Holdings, Ltd. | Systems and methods for routing callers to an agent in a contact center |
| US8781100B2 (en) * | 2008-01-28 | 2014-07-15 | Satmap International Holdings Limited | Probability multiplier process for call center routing |
| US10567586B2 (en) * | 2008-11-06 | 2020-02-18 | Afiniti Europe Technologies Limited | Pooling callers for matching to agents based on pattern matching algorithms |
| US8879715B2 (en) * | 2012-03-26 | 2014-11-04 | Satmap International Holdings Limited | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation |
| US8472611B2 (en) * | 2008-11-06 | 2013-06-25 | The Resource Group International Ltd. | Balancing multiple computer models in a call center routing system |
| WO2010053701A2 (en) * | 2008-11-06 | 2010-05-14 | The Resource Group International Ltd | Systems and methods in a call center routing system |
| US9025757B2 (en) * | 2012-03-26 | 2015-05-05 | Satmap International Holdings Limited | Call mapping systems and methods using bayesian mean regression (BMR) |
| EP2923254B1 (en) * | 2012-11-21 | 2020-04-08 | Greeneden U.S. Holdings II, LLC | Graphical user interface for monitoring and visualizing contact center routing strategies |
| US8995647B2 (en) * | 2013-05-20 | 2015-03-31 | Xerox Corporation | Method and apparatus for routing a call using a hybrid call routing scheme with real-time automatic adjustment |
| CN104580760A (zh) * | 2014-12-25 | 2015-04-29 | 重庆森鑫炬科技有限公司 | Cti呼叫中心平台 |
-
2016
- 2016-11-22 ES ES16823038T patent/ES2858755T3/es active Active
- 2016-11-22 EP EP21150196.0A patent/EP3866451A1/en active Pending
- 2016-11-22 CA CA3004210A patent/CA3004210C/en active Active
- 2016-11-22 WO PCT/IB2016/001762 patent/WO2017093798A1/en active Application Filing
- 2016-11-22 AU AU2016364662A patent/AU2016364662A1/en not_active Abandoned
- 2016-11-22 CN CN201910150791.9A patent/CN110062119B/zh active Active
- 2016-11-22 MX MX2018006546A patent/MX2018006546A/es unknown
- 2016-11-22 JP JP2018528305A patent/JP6492231B2/ja active Active
- 2016-11-22 BR BR112018011020-5A patent/BR112018011020B1/pt active IP Right Grant
- 2016-11-22 CN CN201680070037.9A patent/CN108370399B/zh active Active
- 2016-11-22 EP EP16823038.1A patent/EP3384664B1/en active Active
-
2018
- 2018-05-23 IL IL259539A patent/IL259539B/en active IP Right Grant
- 2018-09-05 HK HK18111431.4A patent/HK1252194A1/zh unknown
-
2019
- 2019-03-04 JP JP2019038298A patent/JP6591105B2/ja active Active
- 2019-05-31 AU AU2019203809A patent/AU2019203809A1/en not_active Abandoned
- 2019-09-17 JP JP2019168434A patent/JP6820387B2/ja active Active
-
2021
- 2021-08-04 AU AU2021212035A patent/AU2021212035A1/en not_active Abandoned
Also Published As
| Publication number | Publication date |
|---|---|
| ES2858755T3 (es) | 2021-09-30 |
| CN108370399A (zh) | 2018-08-03 |
| EP3866451A1 (en) | 2021-08-18 |
| BR112018011020A8 (pt) | 2022-07-05 |
| HK1252194A1 (zh) | 2019-05-24 |
| IL259539A (en) | 2018-07-31 |
| AU2021212035A1 (en) | 2021-08-26 |
| EP3384664B1 (en) | 2021-01-06 |
| CN110062119A (zh) | 2019-07-26 |
| JP6591105B2 (ja) | 2019-10-16 |
| CN110062119B (zh) | 2020-12-18 |
| JP2019501579A (ja) | 2019-01-17 |
| JP6492231B2 (ja) | 2019-03-27 |
| WO2017093798A1 (en) | 2017-06-08 |
| AU2016364662A1 (en) | 2018-05-17 |
| EP3384664A1 (en) | 2018-10-10 |
| JP2019118127A (ja) | 2019-07-18 |
| JP6820387B2 (ja) | 2021-01-27 |
| CA3004210C (en) | 2019-05-21 |
| IL259539B (en) | 2020-04-30 |
| CA3004210A1 (en) | 2017-06-08 |
| BR112018011020B1 (pt) | 2023-11-07 |
| BR112018011020A2 (pt) | 2018-11-21 |
| JP2019216475A (ja) | 2019-12-19 |
| AU2019203809A1 (en) | 2019-06-20 |
| CN108370399B (zh) | 2019-06-04 |
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