Automated call distribution to remote agents

Details Automated call distribution to remote agents Automated call distribution to remote agents

H - Electricity

04

M

H04M 3/51 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2703740

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

Cette invention concerne des systèmes et des procédés permettant de mettre à jour et d'actionner des noeuds d'agents. Dans certains modes de réalisation, des appels, des contacts et d'autres unités de travail peuvent être acheminés vers des agents de service à la clientèle individuels par l'intermédiaire d'une file d'attente centralisée sur la base de plusieurs facteurs. Certains modes de réalisation peuvent permettre la tarification des appels en vigueur sur le marché et la compensation des agents de service à la clientèle.

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