System and method for managing customer interactions in an enterprise
a customer interaction and enterprise technology, applied in the field of system and method for managing customer interactions of an enterprise, can solve the problems of significant reduction of customer call-response time, affecting the service life of customers,
Inactive Publication Date: 2020-01-23
AVAYA INC
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- Abstract
- Description
- Claims
- Application Information
AI Technical Summary
Benefits of technology
The present invention is related to a computer-implemented method and a system for managing customer interactions in an enterprise. The technical effects of the invention include determining the objective of an incoming customer call request, allocating agents to the customer communication session based on the objective, monitoring the communication session to determine attributes, and automatically changing the number of agents allocated to the customer communication session based on the attributes. Such a system and method can optimize the use of agents and improve customer experience.
Problems solved by technology
An ongoing challenge in contact center administration is monitoring and optimizing contact center efficiency.
Moreover, this technique significantly reduces customer call-response-time as the customers are not required to wait in queue for a human resource to answer their calls.
However, certain technology areas in the contact centers are still untouched.
For example, in spite of the efficiency of the contact centers to automatically route a customer call to a relevant agent, the call routing technology is limited to its one time call routing technology, i.e., a call of a customer can only be routed one time to a suitable agent and then the agent becomes responsible for manually routing the call further to another agents depending upon the requirements or queries of the customers.
Such manual routing of calls between the contact center agents is hectic and results in dissatisfaction of the customers.
Method used
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[0019]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 Automatic Call Distribution (ACD) or other similar contact processing switch, the present invention is 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.
[0020]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 an...
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Managing customer interactions in an enterprise, that includes determining at least one objective of an incoming call request from a customer of the enterprise; establishing an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective; allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective; and monitoring the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session. Also, based on the determined one or more attributes associated with the on-going customer communication session, automatically changing a number of the plurality of agents allocated to the on-going customer communication session.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS[0001]This application is a continuation of U.S. patent application Ser. No. 14 / 299,153, filed Jun. 9, 2014, the disclosure of which is hereby incorporated by reference in its entirety.BACKGROUNDField of the Invention[0002]Embodiments of the present invention generally relate to a system and method for managing interactions with customers of an enterprise and particularly to a system and method for automatically constituting team of suitable resources for managing the customer interactions.Description of Related Art[0003]Contact centers are employed by many enterprises to service inbound and outbound contacts from customers. Primary objective of the contact center management is to ultimately maximize contact center performance and profitability. An ongoing challenge in contact center administration is monitoring and optimizing contact center efficiency. Efficiency of a contact center is broadly dependent upon its ability to satisfy their custom...
Claims
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IPC IPC(8): H04M3/51G06Q10/06G06Q30/00H04M3/523H04M3/493
CPCH04M3/523H04M3/4936G06Q10/06315H04M3/5175G06Q30/016G06Q10/06313H04M3/5166
InventorO'CONNOR, NEILMCCORMACK, TONY
OwnerAVAYA INC