SYSTEM FOR DYNAMIC CONTACT CENTER ROUTING

A communication request from a contact center caller may be received in a contact center via any of a variety of communication devices equipped with any of a variety of operating systems, any of a variety of applications and with any of a variety of device capabilities. The communication request may...

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Bibliographische Detailangaben
Hauptverfasser:	PALAWAT VIPIN, NITIN ANKIT, SHAH MANISH
Format:	Patent
Sprache:	eng
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
Online-Zugang:	Volltext bestellen
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Beschreibung
Zusammenfassung:	A communication request from a contact center caller may be received in a contact center via any of a variety of communication devices equipped with any of a variety of operating systems, any of a variety of applications and with any of a variety of device capabilities. The communication request may also be received via any of the multiple different communication mediums. The contact center may have multiple agent devices logged in to the contact center. Agent devices logged in to the contact center may have different device capabilities. A system for dynamic contact center routing may route the communication request to an agent device based on device capabilities of a communication device used by the caller, and device capabilities of the agent device.