Enterprise-wide intelligent call center routing

Details Enterprise-wide intelligent call center routing Enterprise-wide intelligent call center routing

H - Electricity

04

L

H04L 12/12 (2006.01) H04L 12/16 (2006.01) H04M 3/51 (2006.01) H04M 11/06 (2006.01) H04M 7/00 (2006.01) H04M 7/12 (2006.01)

Patent

CA 2311964

Internet Call Center quality of service is enhanced by directing all callers' browser-initiated contact requests to a single Internet Interface Controller. Upon receiving a caller's contact request, ruled-based routing is applied at the Internet Interface Controller to determine the Call Center, from among the Enterprise-wide domain of Call Centers, best suited for servicing the call. A pre-routed contact request is created establishing the Call Center best suited for servicing the call as the appropriate destination Call Center and a session is established between the caller and the Call Center best suited for servicing the call.

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