System and method for selecting agent in a contact center for improved call routing

Inactive Publication Date: 2014-09-11
AVAYA INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

[0018]An objective of providing a fine-grained, dynamic matching of the customer profile with the agent skill sets is to provide more effective, efficient and/or pleasant customer service interactions, and consequently improved customer satisfaction. Embodiments of the invention allow contact centers to se

Problems solved by technology

An ongoing challenge in contact center administration is monitoring and optimizing contact center efficiency.
However, traditional call routing technology does not allow for fine-grained skill set definitions, and assessing agents' detailed skill sets would be a highly time-consuming, costly, and tedious process.
The

Method used

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  • System and method for selecting agent in a contact center for improved call routing
  • System and method for selecting agent in a contact center for improved call routing
  • System and method for selecting agent in a contact center for improved call routing

Examples

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Embodiment Construction

[0030]Embodiments of the present invention will be illustrated below in conjunction with an exemplary communication system, e.g., the Avaya Aura® system. Although well suited for use with, e.g., a system having an ACD or other similar contact processing switch, embodiments of the present invention are not limited to any particular type of communication system switch or configuration of system elements. Those skilled in the art will recognize the disclosed techniques may be used in any communication application in which it is desirable to provide improved contact processing.

[0031]The phrases “at least one”, “one or more”, and “and / or” are open-ended expressions that are both conjunctive and disjunctive in operation. For example, each of the expressions “at least one of A, B and C”, “at least one of A, B, or C”, “one or more of A, B, and C”, “one or more of A, B, or C” and “A, B, and / or C” means A alone, B alone, C alone, A and B together, A and C together, B and C together, or A, B a...

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Abstract

An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Description

BACKGROUND[0001]1. Field of the Invention[0002]Embodiments of the present invention generally relate to a system and method for providing customer service and particularly to a system and method for selecting an agent during call routing.[0003]2. Description of Related Art[0004]Contact centers are employed by many enterprises to service inbound and outbound contacts from customers. A typical contact center includes a switch and / or server to receive and route incoming packet-switched and / or circuit-switched contacts and one or more resources, such as human agents and automated resources (e.g., Interactive Voice Response (IVR) units), to service the incoming contacts. Contact centers distribute contacts, whether inbound or outbound, for servicing to any suitable resource according to predefined criteria. In many existing systems, the criteria for servicing the contact from the moment that the contact center becomes aware of the contact until the contact is connected to an agent are cl...

Claims

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Application Information

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IPC IPC(8): H04M3/523
CPCH04M3/523H04M3/5233H04M2201/18H04M2203/555
Inventor SHAFFER, SHMUELKLEMM, REINHARD P.
Owner AVAYA INC
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