H - Electricity – 04 – M
Patent
H - Electricity
04
M
H04M 3/00 (2006.01) H04M 3/523 (2006.01)
Patent
CA 2381419
A contact routing system is disclosed comprising: a plurality of media connectors which receive incoming customer contacts from an equal plurality of media channels (510); and contact routing logic which routes the incoming contacts to particular customer service representatives ("CSRs") (540) based on the particular media channel (510) over which the contacts were received and the skill sets of the CSRs. Also described is a method for routing customer contacts comprising the steps of: receiving incoming customer contacts from a plurality of media channels (510); and routing the incoming customer contacts particular customer service representatives ("CSR") (540) based on the media channel (510) over which the contacts are received and the skill sets of the particular CSRs (540).
L'invention concerne un système d'acheminement de contacts comprenant : une pluralité de connecteurs multimédia qui reçoivent des contacts de client entrants en provenance d'autant de canaux multimédia (510); et une logique d'acheminement de contacts qui achemine ces contacts entrants à des représentants du service à la clientèle (CSR) (540) conformément au canal mutlimédia (510) via lequel les contacts ont été reçus et à l'ensemble de compétences de ces représentants du service à la clientèle. L'invention concerne également un procédé permettant d'acheminer des contacts de client qui consiste: à recevoir des contacts de client entrants en provenance d'une pluralité de canaux multimédia (510); et à acheminer ces contacts de client entrants à des représentants du service à la clientèle (CSR) (540) conformément au canal mutlimédia (510) via lequel les contacts ont été reçus et à l'ensemble de compétences de ces représentants du service à la clientèle (540).
Bhat Raghurama
Cosmadopoulos Yannis
Klein John
Avaya Technology Corp.
Quintus Corporation
Riches Mckenzie & Herbert Llp
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