PT2364545T - Procedimento de encaminhamento em duas etapas num centro de atendimento - Google Patents

Procedimento de encaminhamento em duas etapas num centro de atendimento

Info

Publication number
PT2364545T
PT2364545T PT09752022T PT09752022T PT2364545T PT 2364545 T PT2364545 T PT 2364545T PT 09752022 T PT09752022 T PT 09752022T PT 09752022 T PT09752022 T PT 09752022T PT 2364545 T PT2364545 T PT 2364545T
Authority
PT
Portugal
Prior art keywords
call center
routing procedure
step routing
procedure
call
Prior art date
Application number
PT09752022T
Other languages
English (en)
Inventor
Chishti Zia
Original Assignee
Afiniti Int Holdings 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 US12/266,461 external-priority patent/US8472611B2/en
Priority claimed from US12/266,446 external-priority patent/US8824658B2/en
Application filed by Afiniti Int Holdings Ltd filed Critical Afiniti Int Holdings Ltd
Publication of PT2364545T publication Critical patent/PT2364545T/pt

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
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/551—Call history

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
PT09752022T 2008-11-06 2009-10-21 Procedimento de encaminhamento em duas etapas num centro de atendimento PT2364545T (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US12/266,461 US8472611B2 (en) 2008-11-06 2008-11-06 Balancing multiple computer models in a call center routing system
US12/266,446 US8824658B2 (en) 2008-11-06 2008-11-06 Selective mapping of callers in a call center routing system

Publications (1)

Publication Number Publication Date
PT2364545T true PT2364545T (pt) 2019-09-17

Family

ID=41557475

Family Applications (1)

Application Number Title Priority Date Filing Date
PT09752022T PT2364545T (pt) 2008-11-06 2009-10-21 Procedimento de encaminhamento em duas etapas num centro de atendimento

Country Status (11)

Country Link
EP (1) EP2364545B1 (pt)
JP (1) JP5631326B2 (pt)
CN (1) CN102301688B (pt)
AU (1) AU2009311534B2 (pt)
CA (2) CA2742958C (pt)
ES (1) ES2743654T3 (pt)
HU (1) HUE045490T2 (pt)
MX (1) MX2011004815A (pt)
NZ (1) NZ592781A (pt)
PT (1) PT2364545T (pt)
WO (1) WO2010053701A2 (pt)

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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
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US10708430B2 (en) 2008-01-28 2020-07-07 Afiniti Europe Technologies Limited Techniques for benchmarking pairing strategies in a contact center system
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CN110191240A (zh) * 2019-05-23 2019-08-30 威比网络科技(上海)有限公司 用于智能匹配和自动通讯的方法、系统、装置及存储介质
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CN111163238B (zh) * 2019-11-26 2021-07-09 国网江苏省电力有限公司电力科学研究院 一种在线客服系统的智能调度方法
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Also Published As

Publication number Publication date
EP2364545B1 (en) 2019-06-12
WO2010053701A3 (en) 2010-07-22
CA2742958C (en) 2017-08-08
CA2958005C (en) 2021-07-27
ES2743654T3 (es) 2020-02-20
CN102301688A (zh) 2011-12-28
JP2012507976A (ja) 2012-03-29
CA2958005A1 (en) 2010-05-14
WO2010053701A2 (en) 2010-05-14
JP5631326B2 (ja) 2014-11-26
AU2009311534B2 (en) 2014-04-24
AU2009311534A1 (en) 2010-05-14
CN102301688B (zh) 2014-05-21
EP2364545A2 (en) 2011-09-14
MX2011004815A (es) 2011-06-16
CA2742958A1 (en) 2010-05-14
NZ592781A (en) 2013-12-20
HUE045490T2 (hu) 2019-12-30

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