Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills

Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills

The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming ca...

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Hauptverfasser: FLOCKHART ANDREW D, TAYLOR JOHN Z, ROSS JILL K, FOSTER ROBIN H, THOMSON RODNEY A, MATHEWS EUGENE P
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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creator FLOCKHART ANDREW D
TAYLOR JOHN Z
ROSS JILL K
FOSTER ROBIN H
THOMSON RODNEY A
MATHEWS EUGENE P
description The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.
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subjects ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
title Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
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