WO2001004722A3 - System and method for matching agents with customers - Google Patents

System and method for matching agents with customers Download PDF

Info

Publication number
WO2001004722A3
WO2001004722A3 PCT/NZ2000/000122 NZ0000122W WO0104722A3 WO 2001004722 A3 WO2001004722 A3 WO 2001004722A3 NZ 0000122 W NZ0000122 W NZ 0000122W WO 0104722 A3 WO0104722 A3 WO 0104722A3
Authority
WO
WIPO (PCT)
Prior art keywords
interaction
customers
agents
database
interaction data
Prior art date
Application number
PCT/NZ2000/000122
Other languages
French (fr)
Other versions
WO2001004722A2 (en
Inventor
Paul Michael O'connor
Original Assignee
Datamine Ltd
Connor Paul Michael O
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 Datamine Ltd, Connor Paul Michael O filed Critical Datamine Ltd
Priority to NZ517065A priority Critical patent/NZ517065A/en
Priority to AU57198/00A priority patent/AU766555B2/en
Publication of WO2001004722A2 publication Critical patent/WO2001004722A2/en
Publication of WO2001004722A3 publication Critical patent/WO2001004722A3/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • 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
    • H04M3/523—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
    • H04M3/5238—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

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Strategic Management (AREA)
  • Finance (AREA)
  • Game Theory and Decision Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Economics (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

The invention provides a system for matching agents with customers, the system comprising a memory in which is maintained an interaction database of interaction data representing interactions between agents and customers, the interaction data comprising a succes rating for each interaction. The system further comprises retrieval means arranged to retrieve from the interaction database interaction data for respective individual agents and prediction means arranged to determine the best match of an individual agent with a customer based on the interaction data retrieved from the interaction database. The invention further provides a method and a computer program for compiling the interaction database, and a method and computer program for matching agents with customers using the interaction database.
PCT/NZ2000/000122 1999-07-09 2000-07-10 System and method for matching agents with customers WO2001004722A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
NZ517065A NZ517065A (en) 1999-07-09 2000-07-10 Matching agents with customers by comparing the success rating of the agents with customers of similar characteristics
AU57198/00A AU766555B2 (en) 1999-07-09 2000-07-10 System and method for matching agents with customers

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
NZ336677 1999-07-09
NZ33667799 1999-07-09

Publications (2)

Publication Number Publication Date
WO2001004722A2 WO2001004722A2 (en) 2001-01-18
WO2001004722A3 true WO2001004722A3 (en) 2001-05-25

Family

ID=19927372

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/NZ2000/000122 WO2001004722A2 (en) 1999-07-09 2000-07-10 System and method for matching agents with customers

Country Status (2)

Country Link
AU (1) AU766555B2 (en)
WO (1) WO2001004722A2 (en)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20040059701A1 (en) * 2002-09-20 2004-03-25 Sergey Fedorov Method and apparatus for integrating data aggregation of historical data and real-time deliverable metrics in a database reporting environment
US9036807B1 (en) * 2013-10-25 2015-05-19 Teletech Holdings, Inc. Method and system for routing messages and connecting users associated with live-connected content
US9924033B2 (en) 2014-10-23 2018-03-20 Teletech Holdings, Inc. Method for collecting data using a user interaction event-driven data collection system
US9350865B2 (en) 2014-10-23 2016-05-24 Teletech Holdings, Inc. Method for connecting a user with an agent based on user interaction of a link of a prior message exchanged between the user and the agent
US9571649B2 (en) 2014-10-23 2017-02-14 Teletech Holdings, Inc. Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5164983A (en) * 1991-01-28 1992-11-17 American Telephone & Telegraph Company Telemarketing complex performance management system
AU5528294A (en) * 1993-02-23 1994-09-01 Moore North America, Inc. A method and system for gathering and analyzing customer and purchasing information
WO1999023596A1 (en) * 1997-10-31 1999-05-14 Walker Digital, Llc Method and apparatus for administering a reward program
WO2000026804A1 (en) * 1998-10-29 2000-05-11 Genesys Telecommunications Laboratories, Inc. Method and apparatus for supporting diverse interaction paths within a multimedia communication center
WO2000029973A1 (en) * 1998-11-16 2000-05-25 Trade Access, Inc. Electronic non-repudiation system and method

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5164983A (en) * 1991-01-28 1992-11-17 American Telephone & Telegraph Company Telemarketing complex performance management system
AU5528294A (en) * 1993-02-23 1994-09-01 Moore North America, Inc. A method and system for gathering and analyzing customer and purchasing information
WO1999023596A1 (en) * 1997-10-31 1999-05-14 Walker Digital, Llc Method and apparatus for administering a reward program
WO2000026804A1 (en) * 1998-10-29 2000-05-11 Genesys Telecommunications Laboratories, Inc. Method and apparatus for supporting diverse interaction paths within a multimedia communication center
WO2000029973A1 (en) * 1998-11-16 2000-05-25 Trade Access, Inc. Electronic non-repudiation system and method

Also Published As

Publication number Publication date
AU766555B2 (en) 2003-10-16
AU5719800A (en) 2001-01-30
WO2001004722A2 (en) 2001-01-18

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