SYSTEM AND METHOD FOR CONTACT CENTER ROUTING OF A CUSTOMER BASED ON MEDIA CAPABILITIES

SYSTEM AND METHOD FOR CONTACT CENTER ROUTING OF A CUSTOMER BASED ON MEDIA CAPABILITIES

A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile mo...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: FLANNERY PETER, MCCORMACK TONY, D'ARCY PAUL
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.